Returns & Refunds Policy

At HOLAG, we value your trust and aim to ensure you are completely satisfied with every purchase. While our products are carefully sourced, packaged, and delivered with care, we understand that issues may occasionally arise. This policy explains how returns, refunds, and exchanges work at HOLAG.

Last Updated: September 12, 2025

Eligibility for Returns
  • Food Products: Due to health and safety regulations, we cannot accept returns on perishable food items (e.g., smoked fish, palm oil, spices) once they have been opened or used.
  • Non-Food Products: Beauty and wellness products (e.g., shea butter, black soap) may be eligible for return if they are unopened, unused, and in their original packaging.
  • Damaged or Incorrect Items: If you receive the wrong item or your order arrives damaged, please contact us within 48 hours of delivery with photos for verification.
Timeframe for Returns
  • Returns must be requested within 14 days of receiving your order.
  • Once approved, you will receive instructions for returning the item(s).
Refunds
  • Refunds are issued to your original payment method once we receive and inspect the returned item(s).
  • Please allow 5–10 working days for the refund to appear in your account, depending on your payment provider.
  • Shipping fees are non-refundable unless the return is due to our error (wrong or damaged item).
Exchanges
  • If you wish to exchange an eligible item, please contact us to arrange this.
  • Exchanges are processed once the returned product has been received and approved.
Non-Returnable Items
  • Opened or partially used food products.
  • Gift cards or digital products (if applicable in future).
  • Items returned without prior contact with our support team.
How to Start a Return
  • Contact us at refunds@holag.uk within 14 days of delivery.
  • Provide your order number and photos (if the item is damaged/incorrect).
  • Our team will confirm if your return is eligible and provide return instructions.
Responsibility for Return Shipping
  • Customers are responsible for covering return shipping costs, except where the item was damaged, faulty, or incorrect due to our error.
  • We recommend using a tracked shipping service to ensure your return reaches us safely.
Need Help?

If you have questions about returns or refunds, reach out to us via the Contact Us page or email us at support@holag.uk. We aim to respond within 24 hours on business days.