Login

Language

Cart

Your cart is empty

Refund policy

Exchange and Refund Policy

This policy governs the conditions for exchanges, returns, and the right of withdrawal, adapted to Spanish and European legislation (TRLGDCU and e-commerce regulations). This policy applies to purchases made through the website of www.holibia.com, owned by the company:

HOLIBIA SHOP, S.L.
Tax ID: B-26782607
Registered office: C/. Entenza 334, 08029 Barcelona (Spain)
Email: info@holibia.com

1. Right of withdrawal

In accordance with the provisions of Royal Legislative Decree 1/2007, of November 16, which approves the General Law for the Protection of Consumers and Users, the customer has a period of 14 calendar days from receipt of the order to exercise the right of withdrawal without the need for justification.

To exercise this right, the customer must communicate their decision unequivocally by email to info@holibia.com, indicating:

  • Full name
  • Order number
  • Product(s) to be returned

2. Conditions for return

For the return to be accepted, the following conditions must be met:

  • The product must be in perfect condition, without having been used.
  • It must be returned in its original packaging, with all its elements (labels, cases, boxes, pouches, tags, accessories, etc.). If all of our complete original packaging is not received, HÖLIBIA will deduct 2€ from the amount to be refunded to the customer.
  • Returns of products that have been tampered with, used, or damaged by the customer.

will not be accepted. The company reserves the right to reject returns that do not meet these conditions, in accordance with applicable regulations.

3. Exceptions to the right of withdrawal

In accordance with Article 103 of the aforementioned Royal Legislative Decree, the right of withdrawal shall not apply to:

  • Goods made according to the consumer's specifications or clearly personalized.
  • Goods that, for reasons of hygiene or health protection, such as earrings, ear cuffs, piercings, or other items for personal use.

4. Return procedure

Once the intention to withdraw has been communicated:

  1. The customer must send the product to the address indicated by the company.
  2. The deadline for the physical return of the product shall be14 calendar days from the communication of the withdrawal.
  3. Except in the case of defective products or shipping errors, the direct costs of the return shall be borne by the customer, in accordance with Article 108 of the TRLGDCU.

In the event of exercising the right of withdrawal, the customer will be refunded the amount of the returned piece(s).

The customer will be liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, or functioning.

5. Refunds

Once the products have been received and their condition verified, Hölibia will proceed to refund the corresponding amounts without undue delay and, in any case, within a maximum period of 14 calendar days from the date on which the customer communicated their decision to withdraw, in accordance with current regulations.

However, the company may withhold the refund until it has received the goods or until the customer has provided proof of their return.

You have two refund options:

1- ⭐ Recommended option: Hölibia purchase voucher

With the aim of offering a faster and more beneficial solution, Hölibia offers the customer, on a priority and voluntary basis, the option to receive a purchase voucher for the amount corresponding to the return.

By choosing this option, the customer will benefit from exclusive conditions:

  • ✅ Priority processing, significantly reducing processing times compared to the standard refund.
  • 🚚 Free shipping on the new order placed with the voucher.
  • 🎯 Greater speed in making a new purchase without waiting for bank processing times.

In the event of express acceptance of this option:

  • A voucher will be issued for the total amount of the returned product.
  • The voucher will be valid for 12 months from its issue date.
  • The voucher is not refundable in cash.

2- 💳 Standard option: Refund

If you prefer, we can also process the refund using the same payment method used for your purchase. Please note that this process may take a few additional days depending on the bank.

6. Defective products or shipping errors

In the event of defective or damaged products, or an order error, the customer must report it within 48 hours of receipt via email info@holibia.com.

In these cases:

  • HÖLIBIA will bear the costs of collection, return, or replacement.
  • As appropriate, the following will be carried out: repair, replacement, price reduction, or contract termination, in accordance with current regulations.

7. Product exchanges

The company does not carry out direct exchanges. If the customer wishes to change a product (for example, due to size or model), they must exercise the right of withdrawal and make a new purchase.

8. Warranty

All products come with a legal warranty of 3 years from delivery, in accordance with current regulations. The warranty will only apply in cases where there is a manufacturing defect.

The warranty does not cover damage caused by improper use, normal wear and tear, or incorrect handling.

To process the warranty claim, please contact us at info@holibia.com stating your name, order number, and the issue detected.

9. Applicable law

This policy is governed by Spanish law. For the resolution of any dispute that may arise, the parties submit to the courts and tribunals of the consumer's place of residence.