Refund policy
RETURN & EXCHANGE POLICY
Effective for all orders placed with our store.
---
1. OVERVIEW
We are committed to delivering high-quality clothing products to every customer. However, as a dropshipping brand, our return and exchange policy is strictly limited in scope. Please read this policy carefully before placing your order.
IMPORTANT: We only accept returns or exchanges in the single case of manufacturing damage or defects that were present before shipping. All other requests fall outside the scope of this policy.
---
2. ELIGIBILITY FOR RETURN OR EXCHANGE
A return or exchange request will only be considered if ALL of the following conditions are met:
- The item received is visibly damaged, defective, or materially different from what was ordered due to a manufacturing or pre-shipment fault.
- The damage was clearly present at the time of delivery and was not caused by the customer during or after unboxing.
- A valid unboxing video is submitted as evidence (see Section 3 for requirements).
- The claim is submitted within 48 hours of the confirmed delivery date.
The following are NOT eligible for return or exchange under any circumstances:
- Change of mind, incorrect size ordered, or personal preference.
- Minor colour variations due to screen display differences.
- Damage caused after delivery (e.g., washing, wearing, or mishandling).
- Items returned without prior approval or without meeting video evidence requirements.
- Delayed claims submitted more than 48 hours after delivery confirmation.
---
3. MANDATORY VIDEO EVIDENCE REQUIREMENT
To protect both our customers and our business from fraudulent claims, all return or exchange requests must be accompanied by a continuous, unedited unboxing video. This is a non-negotiable requirement.
Video requirements:
- The video must be recorded in a single, uninterrupted take — no cuts, pauses, or edits.
- The video must clearly show the sealed/intact package before opening begins.
- The full unboxing process must be visible, from opening the packaging to fully revealing the item(s).
- The damage or defect must be clearly visible in the video at the time of unboxing.
- The video must be of sufficient quality and lighting to clearly identify the item and the damage.
- The shipping label (with your order details) must be visible at the start of the video.
Video submission:
- Upload the video to a file-sharing platform (e.g., Google Drive, Dropbox, or WeTransfer) and include the shareable link in your claim email.
- Alternatively, attach the video directly to your email if the file size permits.
- Video evidence submitted without a visible package seal or with any signs of editing will be automatically rejected.
NOTE: Claims submitted without a valid unboxing video will not be reviewed or processed under any circumstances. No exceptions will be made.
---
4. HOW TO SUBMIT A CLAIM
If your item qualifies under Section 2 and you have a valid unboxing video as outlined in Section 3, follow these steps:
- Step 1 — Email us at hollowfaceorg@gmail.com within 48 hours of delivery confirmation.
- Step 2 — Use the subject line: "Damaged Item Claim — Order #[Your Order Number]".
- Step 3 — Include your full name, order number, and a brief description of the damage.
- Step 4 — Attach or provide the shareable link to your unboxing video.
- Step 5 — Our support team will review your submission within 3–5 business days.
Incomplete submissions (missing order number, no video, or no description) will not be processed and will require resubmission, which may cause delays.
---
5. REVIEW PROCESS & RESOLUTION
Once a complete claim is received, our team will review the unboxing video and assess the reported damage. The outcome will be one of the following:
- Approved — Exchange: A replacement item of the same product will be dispatched at no additional cost.
- Approved — Refund: If the item is out of stock or a replacement cannot be arranged, a full refund will be issued to the original payment method within 7–10 business days.
- Rejected: If the claim does not meet the eligibility criteria or the video evidence is insufficient, no return or exchange will be processed.
We reserve the right to make the final determination on all claims based on the submitted evidence.
---
6. NON-RETURNABLE ITEMS
The following categories are strictly non-returnable and non-exchangeable regardless of circumstances:
- Underwear, innerwear, socks, and swimwear (for hygiene reasons).
- Items marked as "Final Sale" or "Non-Returnable" at the time of purchase.
- Gift cards or store credits.
---
7. RETURN SHIPPING
In the event that a return is approved, we will provide instructions for returning the item. In most approved damage cases, customers will not be required to return the item — a replacement or refund will be issued directly.
---
8. POLICY UPDATES
We reserve the right to update or modify this Return & Exchange Policy at any time without prior notice. Changes will be effective immediately upon posting to our website. It is the customer's responsibility to review the policy at the time of purchase.
---
9. CONTACT US
For any questions or to submit a claim, please contact our support team:
- Email: hollowfaceorg@gmail.com
- Response time: 1-5business days
By placing an order with us, you acknowledge that you have read, understood, and agreed to this Return & Exchange Policy.