If you want to exchange or return your order, no matter the reason – we're here to help! The Consumer Protection Code defines that exchanges and returns can be made within 7 days in case of regret. After this period, they are free for a period of 30 days after the date of your order. You can exchange your product for store credit, a different product or receive a refund using the same payment method.

Please note, however, the exceptions to our policy:

  • Discounted items are final sale and cannot be exchanged or returned;
  • Returned items must contain the label and be sent in the original packaging;
  • Returned items must have no visible signs of wear or use.

To begin an exchange or return, follow these steps:

  • Log in to our website using your email and order number;
  • Choose the products you want to return or exchange;
  • Print the prepaid shipping label that you will receive by email;
  • Return all items using the label provided.

Additional Information:

The refund will last from 10 to 30 days and can be used to purchase new products;

We do not offer express and SEDEX mode;

For the exchange, you will need photos or video with a description of the problem via email atendimento@holoo.com and wait for a response within 3 (three) business days of contact via email or telephone;

RETURNS

Process:

To receive a refund, you must contact us by email at customerservice@holoo.com.br and inform us of the reason for the return along with your order number.

Policy:

Our policy lasts 30 days. If it has been 30 days since receiving your order, unfortunately we are unable to offer a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are some situations where only partial refunds are granted: (if applicable)

* Any item that is not in its original condition, is damaged or missing parts for reasons other than our error.

* Any item returned more than 30 days after delivery

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within 5-7 days.

Late or missing refunds

If you haven't received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Then contact your bank. There is often some processing time before a refund is posted.

If you've done all of this and still haven't received your refund, please contact us at atendimento@holoo.com.br.

Exchanges

We only replace items if they are faulty or damaged. If you need to exchange it for the same item, send us an email at customerservice@holoo.com.br and we will send you a return label.

Shipping

To return your product, send us an email at customerservice@holoo.com.br and request a return label.

Refused, unclaimed orders or merchandise returned due to customer errors are subject to a 20% restocking fee in addition to all shipping fees.

We only cover return shipping costs if the wrong or defective product is sent.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.