Refund policy
Returns
We accept return requests within 15 calendar days of the order's delivery date.
To be eligible for a return, the item must:
- be unused, in the same condition it was received;
- have its original packaging, accessories, and tags (if applicable);
- show no damage caused by misuse, mishandling, or wear after delivery.
To start a return, please contact us at holyglows@outlook.com with the following:
- order number;
- full name;
- reason for the return;
- photos of the product, if applicable.
Once your request is approved, we will send you instructions on how to complete the return. Returns sent without prior authorization will not be accepted.
Products not eligible for return
We do not accept returns of:
- personalized or made-to-order products;
- gift cards;
- consumable or perishable items;
- intimate, hygiene, or sanitary products that have been opened, used, or unsealed;
- any item that has been used, altered, or damaged for reasons not attributable to us.
Damaged, defective, or incorrect products
If you receive a damaged, defective, or incorrect product, contact us within a reasonable time of delivery at holyglows@outlook.com with your order number and photo evidence.
In these cases, we will assess the situation and, when applicable, offer one of the following solutions:
- product replacement;
- full or partial refund;
- another appropriate solution based on the case.
This commercial policy does not limit any mandatory legal rights that may apply to the buyer under their jurisdiction.
Refunds
Once we receive and inspect the returned item, we will notify you by email whether the return was approved or rejected.
If approved, the refund will be processed to your original payment method within a reasonable time. The final time it takes for the funds to appear may depend on your bank, card issuer, or payment provider.
Return shipping costs
- For returns due to a change of mind, the cost of return shipping is the customer's responsibility.
- For defective, damaged, or incorrectly shipped products, we will cover the corresponding cost or provide an equivalent solution, depending on the case.
Original shipping costs are non-refundable, unless required by applicable law or if the error was ours.
Exchanges
We only offer exchanges for defective, damaged, or incorrect items.
If you need an exchange, email us at holyglows@outlook.com.
Return address
Authorized returns should be sent to the following address:
C/ Incawasi A-9, Peru, PE-CUS, 08004, Peru
Sale items
Sale or discounted items may be subject to different commercial conditions for change-of-mind returns, but this does not affect any rights that apply in the case of defective, damaged, or incorrect products.
International purchases
We sell to a variety of countries. Customers are responsible for checking any local restrictions, import taxes, duties, or customs fees that may apply in their country, unless expressly stated otherwise at the time of purchase.
Contact
If you have questions about returns or refunds, you can write to us at:
holyglows@outlook.com