Refund policy

Return & Refund Policy

At Holdiva, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

14-Day Right of Withdrawal

If you are purchasing as a consumer, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.

To exercise your right of withdrawal, please contact us at info@holdiva.nl before the 14-day period expires. Once we confirm your return, we'll provide you with a return ID along with instructions on how and where to send your package.

After notifying us, you have a further 14 days to return the item.

Return Conditions

To be eligible for a return:

  • The item must be returned within the applicable return period.
  • The item should be in its original condition and include the original packaging.
  • You may inspect the product as you would in a physical store. However, if the item shows signs of use beyond what is necessary to inspect its nature, characteristics, and functionality, we may reduce the refund accordingly.
  • Proof of purchase is required.
  • The return ID provided to you must be included with the returned item, so we can match it to your order.
  • If your order included a free gift or promotional item, this must be returned along with the purchased item. If the gift is not returned, its value may be deducted from your refund.

Returns sent without first contacting us, or without the return ID, may not be accepted.

Return Shipping Costs

Unless the item is defective, damaged, or we have sent you the wrong product, customers are responsible for the cost of returning the item.

We recommend using a tracked shipping service, as Holdiva cannot be responsible for items lost or damaged during return transit.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or you receive the wrong product, please contact us as soon as possible and include:

  • your order number;
  • a description of the issue; and
  • clear photographs of the product and packaging where applicable.

Once the issue has been verified, we will arrange an appropriate solution, which may include a replacement, repair, or refund. If a return is required, Holdiva will cover the reasonable return shipping costs.

Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Refunds are processed within 14 days after we receive the returned goods, or after you provide proof that the goods have been returned, whichever occurs first.

If you selected a delivery method that was more expensive than our standard shipping option, only the cost of our standard delivery service will be refunded, where required by applicable law.

Please note that your bank or payment provider may require additional time to process the refund.

International Orders, Duties and Import Taxes

Unless stated otherwise at checkout, international orders are shipped on a Delivered at Place (DAP) basis. The recipient is responsible for any import VAT, customs duties, brokerage fees, clearance charges, or similar costs imposed by local authorities or the delivery carrier.

Charges paid directly to customs authorities or carriers are not received by Holdiva and cannot be refunded by us. 

If Holdiva collected any taxes or duties during checkout, these will be handled as part of the refund in accordance with applicable law.

Non-Returnable Items

The following items cannot be returned unless they are faulty or not as described:

  • Personalised or custom-made products.
  • Gift cards.
  • Any items excluded from the right of withdrawal under applicable consumer protection law.

Questions

If you have any questions regarding returns or refunds, please contact us at: info@holdiva.nl