Effective Date: December 4, 2024
At Holistic Living Space, operated by Keystone Wisdom Trading, we want our customers to be satisfied with their purchases. This Refunds and Returns Policy outlines how you can return products and request refunds.
1. Overview
We accept returns and process refunds under specific conditions. By making a purchase, you agree to this policy.
Contact Information:
- Email: lollogol@gmail.com
- Address: Academia, Windhoek, Namibia
2. Eligibility for Returns
Products are eligible for return if they meet the following conditions:
- Returned within 14 days of delivery.
- In unused, undamaged, and original condition with all packaging and labels intact.
- Proof of purchase (e.g., order confirmation email or receipt) is provided.
Non-Returnable Items:
- Customized or personalized items.
- Items marked as “final sale” or “non-returnable.”
- Products damaged due to misuse, improper care, or normal wear and tear.
3. How to Initiate a Return
To initiate a return, follow these steps:
- Contact Us: Email lollogol@gmail.com with the following details:
- Your full name and contact information.
- Order number and proof of purchase.
- Reason for the return and photos (if the product is defective or damaged).
- Approval: Once your request is reviewed, we will email you with return instructions and the return address.
- Shipping the Product Back:
- Use a trackable shipping service to ensure safe delivery.
- Customers are responsible for return shipping costs unless the return is due to our error (e.g., defective or incorrect item sent).
4. Refund Process
Refunds are processed once we receive and inspect the returned product.
Refund Timeframe:
- Refunds will be issued within 14 business days of receiving the returned item.
- Refunds will be credited to the original payment method.
Refund Conditions:
- Shipping costs are non-refundable unless the return is due to our error.
- If the product is not returned in its original condition, a partial refund may be issued.
5. Exchanges
We currently do not offer direct exchanges. If you would like a different product, please return the item and place a new order.
6. Damaged or Defective Items
If you receive a damaged or defective product, please notify us within 7 days of delivery by emailing lollogol@gmail.com with photos and details. We will either replace the item or issue a refund at no additional cost.
7. Cancellation Policy
You may cancel your order within 24 hours of placement, provided it has not yet been shipped. Once an order is shipped, it cannot be canceled and must go through the returns process.
8. Additional Costs
- Return Shipping Costs: Customers are responsible for return shipping unless we sent the wrong or defective item.
- Restocking Fees: No restocking fees apply, but deductions may occur for damaged or incomplete returns.
9. Contact Information
If you have any questions about this policy or need assistance with returns and refunds, please contact us:
- Email: lollogol@gmail.com
- Address: Academia, Windhoek, Namibia
Thank you for shopping with Holistic Living Space! We value your satisfaction and are here to help if you need assistance.