Refund Policy – Hollisterces

At Hollisterces, we want you to love your staples as much as we do. If something doesn’t fit, feel, or look right, our refund policy is designed to make returns simple and straightforward. This policy applies to all purchases made through our website [Website URL].

1. Eligibility for Refunds

You may request a refund if:

  • The item is returned within 30 days of delivery (tracked via the carrier’s delivery confirmation).
  • The item is in its original condition: unworn, unwashed, and with all original tags and packaging intact (including hygiene stickers on intimates or swimwear).
  • You received a defective item (e.g., stitching errors, fabric flaws) or the wrong product (size, style, or color) due to our error—please include photos of the issue when requesting a refund.
  • The item’s fit or quality doesn’t match the description (e.g., material differs from product details).

2. Non-Refundable Items

The following items are not eligible for refunds, exchanges, or store credit:

  • Items that have been worn, washed, or altered (including removed tags or damaged packaging).
  • Personalized or custom items (e.g., monogrammed apparel, made-to-order sizes) unless they are defective.
  • Final sale items (marked “Final Sale” on the product page or checkout summary).
  • Intimates, swimwear, or face masks that have been removed from their sealed packaging (for hygiene reasons).
  • Items damaged due to improper care, misuse, or normal wear and tear.

3. How to Request a Refund

Follow these steps to start your refund:

  1. Initiate the request: Contact our customer service team at [email protected] within 30 days of delivery. Include your order number, the item(s) you wish to return, and the reason for the refund (photos of defects or incorrect items help speed up processing).
  2. Receive authorization: Our team will review your request within 2 business days. If approved, we’ll send a Return Authorization (RA) number and a pre-addressed return label (if applicable).
  3. Ship the item(s): Package the item(s) securely with the RA number clearly marked on the package. For items eligible for free return (e.g., our error), use the provided label—otherwise, you’ll be responsible for return shipping costs. We recommend using a trackable shipping method, as we aren’t liable for lost returns.
  4. Process your refund: Once we receive and inspect the return (typically within 5-7 business days of delivery to our facility), we’ll issue a refund to your original payment method.

4. Refund Timelines and Details

  • Refund method: All refunds are issued to the original payment method used for purchase (credit card, PayPal, etc.).
  • Processing time: After inspection, refunds take 5-10 business days to appear in your account, depending on your bank or payment provider.
  • Shipping costs: Original shipping fees are non-refundable unless the return is due to our error (e.g., defective, wrong item). Return shipping costs are your responsibility unless we provided a pre-paid label.
  • Partial refunds: If an item is returned with missing tags, minor damage, or signs of light use, we may issue a partial refund (50-75% of the item price) at our discretion.

5. Exchanges

If you’d prefer an exchange (e.g., for a different size or color) instead of a refund, note this in your refund request. Exchanges are subject to product availability and follow the same eligibility rules as refunds. We’ll ship the replacement item once we receive your return, with no additional shipping fees for domestic exchanges.

6. Special Cases

  • Damaged in transit: If your package arrives damaged, contact us within 48 hours of delivery with photos of the item and packaging. We’ll arrange a replacement or full refund, including original shipping costs.
  • Undelivered orders: If your order is marked as delivered but never received, follow our Shipping Policy first. If unresolved, we may issue a refund or reship the item after investigating with the carrier (typically within 7-10 business days).

7. Policy Updates

We may update this Refund Policy periodically. The version posted on our website at the time of your return request will apply. We recommend reviewing it before initiating a return.

8. Contact Us

For questions about refunds, returns, or exchanges, reach out to our team at [email protected]. We’re here to make sure you’re happy with your Hollisterces wardrobe.