Return Policy

Return & Refund Policy

At holdentm, we want you to be completely satisfied with your purchase. We understand that sometimes things don’t work out, and we’re here to help you make the return or exchange process as simple and stress-free as possible. Please review the details of our return and refund policy below.

1. 30-Day Free Return & Exchange

We offer a 30-day return and exchange window for all purchases made through our store. This means that if you are not satisfied with your purchase, you have 30 days from the date you received your order to return or exchange it.

Whether you’ve changed your mind or found a better option, we are happy to accept returns or exchanges within this period.

What You Need to Know:

  • Returns and exchanges are available within 30 days from the date of delivery.
  • All items returned must be unused, unwashed, and in original condition, with all tags and original packaging intact.

2. No Processing or Restocking Fees

We believe in keeping things simple and customer-friendly. Therefore, we do not charge any restocking or processing fees for returns or exchanges. This ensures that you receive a full refund (excluding shipping charges) for items returned in their original condition.

3. Return Shipping Costs

  • Customer Responsibility: Generally, return shipping costs are covered by the customer. When you return an item, you are responsible for paying the shipping fees to send it back to us.
  • Our Responsibility: If the return is due to a product defect, or if we made an error with your order (e.g., wrong item or size), we will cover the cost of return shipping. You will receive a pre-paid return shipping label to send the item back to us at no charge.

4. Return & Exchange Process

To initiate a return or exchange, please follow these steps:

  1. Contact Us: Reach out to our customer service team via email (support@nataliya.shop) or phone (+1 (208) 829-6061) within 30 days of receiving your order.
  2. Provide Information: We’ll need your order number, the item(s) you want to return or exchange, and the reason for the return. If you’re exchanging for another size or color, let us know your preferred choice.
  3. Return Authorization: After verifying your return request, we will provide you with a Return Merchandise Authorization (RMA) number, along with instructions on how to return the item(s).
  4. Ship Your Return: Package the item(s) securely and include the RMA number inside the package. Use a shipping carrier of your choice to send the item(s) back to the address provided by our customer service team.

5. Refund Process

Once we receive the returned item(s) and verify their condition, we will process your refund. The refund will be issued to the original method of payment used during your purchase.

  • Processing Time: Please allow 5-7 business days from the day we receive the returned item for your refund to be processed.
  • Refund Amount: You will be refunded the full purchase price of the item(s), excluding any shipping fees or taxes (unless the return was due to our error).
  • Partial Refunds: If the returned item is damaged, opened, or used, we reserve the right to issue a partial refund based on the condition of the product.

6. Exchanges

We are happy to offer exchanges for items that do not meet your expectations, whether you’ve received the wrong size, color, or style. The process for exchanges is similar to returns:

  1. Contact Us: Reach out to us within 30 days of receiving your item to initiate the exchange.
  2. Provide Details: Let us know the reason for the exchange and the product you’d like to receive in place of the original item.
  3. Return Process: We’ll guide you through the return process for the original item, and once we’ve received it in good condition, we’ll send you the replacement item. There’s no additional charge for the exchange (unless there is a price difference between the items).

7. Non-Returnable Items

Certain items are non-returnable for hygiene or safety reasons, or due to their nature. These may include:

  • Personal Care Items (e.g., travel accessories, cosmetic bags, toiletry kits)
  • Opened or Used Items (e.g., if the product has been used or altered)
  • Final Sale Items: Products that are marked as “final sale” at the time of purchase cannot be returned or exchanged.

Please refer to the specific product pages for any exceptions or exclusions before making your purchase.

8. Damaged or Defective Items

If your item arrives damaged, defective, or if we made a mistake with your order, please contact us immediately (within 7 days of receiving your order). We will:

  • Replace the Item: We will send you a replacement item at no additional cost, or,
  • Issue a Full Refund: We will process a full refund for the defective or incorrect item(s).

Please include photos of the damaged item(s) in your email to help us resolve the issue faster.

9. Contact Information

If you need assistance with your return, exchange, or have any questions about our policy, please don’t hesitate to contact us. Our customer service team is here to help.

  • Email: support@nataliya.shop
  • Phone: +1 (208) 829-6061
  • Mailing Address: 4500 Deer Creek Ct, Yukon, OK 73099, USA

10. Customer Satisfaction

Your satisfaction is extremely important to us, and we are dedicated to making your shopping experience as easy and enjoyable as possible. If you have any concerns or need further assistance, please don’t hesitate to get in touch. We’ll do our best to resolve any issues and ensure your experience with us is nothing short of excellent.

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