Your experience and satisfaction are our priorities and we want you to be happy with your  purchase. If for some reason you are not, please contact our Customer service at  info@theholdsgallery.com and we’ll do our best to make it right. Find below how to  proceed in case:

1. You received damaged shipment 

• In case your shipment did not arrive in perfect condition please take photos of the  damaged shipment and transport label and send it to us at

info@theholdsgallery.com with the number of your order and we will assist you. • We may ask you to send the unused damaged items back to us and we’ll do our best  to replace or repair the damaged pieces in the shortest possible time or we will  refund you, using the original payment method.

• In case of minor visual damage that does not affect the use or functionality of the  product, we may offer you some free sets in return to apologize for the  inconvenience.

• There are no additional expenses for you.

• We consider such claims within 7 days after delivery.

2. The products didn’t meet your expectations: 

• If the products are not faulty and we made the order right but somehow didn’t meet  your expectations, please contact us at info@theholdsgallery.com and we will work  with you to find a solution.

• We will ask you to send back the unwanted products with original packaging, all tags,  not used and in perfect condition as you got it.

• Please note that the unwanted products are returned at your own expense. It is your  responsibility to ensure that the items are returned to us in a safe and secure  manner.

• You can make an exchange and select other items or we will refund you, using the  original payment method.

• Additional fees or price differences may apply.

• We consider such claims within 14 days after delivery.

3. We didn’t get your order right (wrong color, wrong sets or missing sets).  

• We will make sure you receive your complete and correct order in the shortest  possible time at no additional expense for you.

• Please contact us at info@theholdsgallery.com and we will assist you. Please tell us  the number of your order, so we can proceed with the claim faster.

• We consider such claims within 14 days after delivery.

4. The products are faulty: 

a. Unused products have some visual mistake or are broken

• If it’s our mistake we will make it right at no additional expense for you.  • Please take photos of the unused faulty items and send it to us at

info@theholdsgallery.com with the number of your order and we will assist you. • We may ask you to send the unused faulty items back to us and we’ll do our best to  replace or repair the faulty pieces in the shortest possible time or we will refund you,  using the original payment method.

• In case of minor visual mistake that does not affect the use or functionality of the  product, we may offer you free sets in return to apologize for inconvenience. • We consider such claims within 14 days after delivery.

b. Poor quality issues that show after use:

• If it’s our mistake we will make it right at no additional expense for you.  • Please take photos of the faulty items and send it to info@theholdsgallery.com with  the number of your order and we will assist you.

• We will ask you to send the faulty items back to us so we can inspect whether it is a  mistake in production or a misuse of the product. Please carefully read our  instructions about How to fix, clean and take care of holds and volumes before use.

• In case the mistake is on our end, we’ll do our best to replace or repair the damaged  products in the shortest possible time, or we will refund you, using the original  payment method.

• We consider such claims within 60 days after delivery.

All refunds will be considered on a case by case incident.

Any feedback from you, good or bad, is welcome. You can contact us for any issues or  questions about our products and we will be happy to assist you.
The Holds Gallery customer service