We value the trust customers have on us. Therefore, we have a very fast and simple return and refunds policy. Once you put your trust in us you can be rest assured you will get the service you have paid for. Our products go through rigorous quality checks, but in the unlikely event where you have to return and receive a replacement/ refund we will follow these policies below.
We encourage our customers to check the item as soon as it is delivered. Please contact us within the applicable return window (3 days from the received delivery date) . Your product may be eligible for replacement or return depending on the condition of the product.
VALID CONDITIONS AND REASONS TO RETURN AN ITEM (General):
- Delivered product is damaged on arrival (at the time of delivery)
- Delivered product is defective or Faulty
- Delivered products has missing parts
- Delivered product is wrong (not the same as displayed on website or on Order Confirmation)
- Delivered product is of wrong size. (Delivery charge needs to be paid again)
REQUIREMENT FOR A VALID RETURN`AND REPLACE:
- Proof of purchase (Confirmation Email, order number, invoice, etc.)
- Reason for return has to be valid as mentioned above with proof
REQUIREMENT FOR A VALID RETURN`AND REFUND:
- Refund on returned product is only available due to product unavailability of the same product that was initially ordered by the customer.
- Proof of purchase (Confirmation Email, order number, invoice, etc.)
- Reason for return has to be valid as mentioned above with proof .
Please Note: Holago will provide a free replacement, provided that all conditions for Return and Replace are met.
Please Note: If the claim for Return and Replace, Return and Refund must be made within 3 days of Delivery.
Eligibility for Return and Replace or Return and Refunds
You are eligible for return and replace/ refund as long as all the requirements for it are met.
Requests for a return and replacement/ refund must be made within 3 days of the received delivery date. (E.g. if you receive your product on the 7th Day of the month, the request has to be made by the end of 10th Day of the month).
Please Note: Holago will provide a free replacement at no extra charges, provided the exact item is available and only in the case if the product is damaged. If the same item is not available, a refund will be issued to your preferred account in 7 days.
RETURN & REPLACEMENT MAY NOT APPLY IN THESE CONDITIONS:
When Holago receives a returned item, it will go through a check to verify that none of the conditions mentioned below apply. A refund will be issued as soon as Holago has verified the returned item. Please find the conditions below:
- Damages due to misuse of the product
- Incidental damage due to malfunctioning of product
- Products with tampered or missing serial / UPC numbers
- Any damage/defect which is not covered under the manufacturer’s warranty
- Any product that is returned without all original packaging and accessories, including the box, manufacturer’s packaging if any, and all other items originally included with the product(s) delivered.
Claiming Refunds
If your product is eligible for a refund, you can choose your preferred refund method based on the table below. The shipping fee is refunded along with the amount paid for your returned product.
The time required to complete a refund depends on the refund method you have selected. Once we have validated and verified the product being returned, the expected refund processing times are as follows:
| Payment Method | Refund Option | Refund Time |
| All | • Holago Gift Voucher • Holago Voucher Discount Code |
• Within 24 hours you will have Holago store credit (Insured Products) • Within 24 hours you will receive a Discount Code. |
| Debit or Credit Card | • Debit or Credit Card • Payment Reversal |
• 9-10 working days |
| bKash | • Bank Deposit / Mobile Payment • Payment Reversal |
• 7 working days |
| Cash on Delivery (COD) | • Bank Deposit • Mobile Payment |
• 7 working days |
Please Note: Holago Voucher Discount Code can only be applied once. The leftover amount will not be refunded or used for the next purchase even if the value of order is smaller than that of voucher value.
Please note:
* The product(s) purchased under any discount campaign can not be exchanged, replaced or refunded.
* However if there is any defect in the product or with the product quality we shall replace the product or provide a refund.
*In this case, the customer must check the product in front of the delivery man and report it to him.
Warranty Policy
How do I know if my product has a warranty?
If a warranty is offered on a product, the warranty period will be displayed in the ‘Description’ section on the product page. You can find it at the bottom of the product description in bold.
Types of Warranties:
Brand Warranty: This limited warranty will apply to all products that have the manufacturer’s warranty. For product defects under normal use circumstances and at the discretion of the company, Brand will provide free of charge repair and/or replacement services within the warranty period.
- . How do I claim my warranty?
- If it has been less than 7 days since delivery:
You may be able to return your product without using a warranty. Contact our customer services to lodge a return request. See our Return and Refunds policy for detailed information. (link to R and R policy here)
- If it has been more than 7 days since delivery and the product has a warranty:
Please contact Holago Customer Service by visiting our help page. (Link to help page)
- If it has been more than 7 days since delivery and the product has no warranty:
Unfortunately, Holago will be unable to help you further with the delivered item. Customer has to take responsibility to repair the item.
Please Note: Violations against warranty, including but not limited to customer induced damage, such as self-repairs, broken display, bending, scratch, dent, burn, soaked or liquid damage, root or manual update, failure to comply with product manual, and so on.
Cancellation Policy & Refund Due to Product Unavailability
- Holago understands its customers and we know that mistakes can happen while placing an order. That is why Holago is giving its customers a cancellation period in which any customer can cancel their order until confirmed by our customer service team. There are no cancellation charges, if the customer has already made an advance payment against the order, the customer will receive a full refund of the advance payment within 24 hours.
- Holago also expects its customers to understand that in some unlikely situations we are not able to deliver the ordered product due to product unavailability or unforeseen circumstances. In this event, we will proactively notify the customer beforehand and communicate with the customers until the customer has received their replacement or full refund.
- Holago takes delivery time promises very seriously. So, if we have a change in delivery time, we will proactively notify you in advance. Customers will have the option to cancel the delivery and the full amount will be refunded to the customer’s preferred account within 24 hours.
- Advance payment is required for the delivery in some locations and products. We may cancel any order if the advance payment is not made by the customer for such orders.
- Please bear in mind that Holago reserves the right to cancel orders at any given time due to circumstances beyond our control.