Return policy

We want you to be 100% satisfied 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:

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 back the damaged items and we’ll do our best to replace or repair the damaged items asap 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 free sets in return to apologise for inconveniences.
  • No additional expenses are on you.
  • We consider all claims regarding damaged shipments within 7 days after delivery.

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 expanse. 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 shipping fees or price differences may apply.
  • We consider such claims within 14 days after delivery.

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

  • If it’s our mistake we will make sure you receive your complete, correct order asap at no additional expense on you.
  • Please contact us at info@theholdsgallery.com and we will assist you. Please tell us the number of order, so we can proceed with the claim faster.
  • We consider such claims within 14 days after delivery.

The products are faulty:

  1. Unused products have some visual mistake or are broken
  • If it’s our mistake we will make it right at no additional expense on you.
  • Please take photos of the 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 back the faulty items and we’ll do our best to replace or repair the damaged pieces asap 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 free sets in return to apologise for inconveniences.
  • We consider such claims within 14 days after delivery.
  1. Poor quality issues that show after use:
  • If it’s our mistake we will make it right at no additional expense on you.
  • Please take photos of the faulty items and send it to us (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 caused by not following our instructions on how to fix, clean and take care of holds and volumes (link do instructions)
  • If it’s our mistake we will make it right for you by replacing, repairing the products or refunding you, using the original payment method.
  • (We consider such claims within (koliko časa???!!) 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

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