Returns and Refund Policy – M-HOLY Gift Atelier
At M-HOLY, we create and select gifts with care. However, there may be occasions when you wish to return a non-personalised product or when something has gone wrong with your order. Below you can read how returns and refunds work.
1. Return period
For non-personalised products, you have 14 days after receiving the final item in your order to request a return.
The product must be returned in good condition and must not have been used beyond what is necessary to inspect and assess it.
2. Personalised products
Products that have been made especially for you, engraved, personalised or produced based on your chosen text or specifications cannot be returned simply because you have changed your mind.
This includes personalised M-HOLY Cadeauboxen.
If a personalised product arrives damaged, has been produced incorrectly or differs from what you ordered, we will of course work with you to find an appropriate solution.
3. Requesting a return
You can request a return through our returns page. You do not need a customer account.
Enter your order number and the email address used for the order. Once these details have been verified, you can submit your return request.
After receiving your request, we will review it. If the return is approved, you will receive further instructions by email and, where applicable, a return label.
Please do not send a product back before your return request has been approved.
4. Return shipping costs
For a standard return, the cost of returning the product is the responsibility of the customer.
Please make sure the item is packed carefully and adequately protected. We recommend sending your return with Track & Trace.
If you received an incorrect, damaged or defective product from us, we will cover the necessary return shipping costs.
5. Refunds
After receiving and inspecting the returned item, we will process your refund as soon as possible using the same payment method used for the original order.
In the case of a valid withdrawal, the payments received, including the cost of our standard delivery where applicable, will be refunded within the applicable legal time limits.
We may wait to issue the refund until we have received the returned product or until you can provide proof that the product has been sent back.
Any additional costs resulting from choosing a more expensive shipping method than our standard delivery option for the original order will not be refunded.
6. Reduction in value
You may inspect and assess a product in the same way you would in a physical shop.
If an item has been used beyond what is necessary to assess it, or has been damaged through such use, any resulting reduction in value may be deducted from the refund.
7. Damaged, defective or incorrect items
Please check your order after receiving it.
If an item is damaged, defective, incorrect or has not been produced as agreed, please contact us as soon as possible at:
m-holy@m-holy.nl
Please include your order number and, if possible, clear photos. We will review the situation and provide an appropriate solution, such as replacement, repair or refund.
8. Cancelling before dispatch
For orders that have not yet been processed or shipped, please contact us as soon as possible to request a cancellation.
Please include your order number so that we can locate your order quickly.
For personalised or specially made products, cancellation may no longer be possible once production has started.
Please therefore contact us as soon as possible at m-holy@m-holy.nl if you wish to change or cancel an order.
9. Contact
M-HOLY Gift Atelier
Email: m-holy@m-holy.nl
If you have any questions about a return, refund or an issue with your order, please feel free to contact us. We will be happy to help.