At Holaris Llc, customer satisfaction is important to us. We want every customer to feel confident when purchasing pet supplies through our website.
If you are not completely satisfied with your purchase, we offer a straightforward return, exchange, and refund process in accordance with the conditions outlined below.
Please review this policy carefully before submitting a return or exchange request.
1. Return Period
Customers may request a return within 30 days of the delivery date.
To qualify for a return, the request must be submitted within this 30-day period. Returns requested after this period may not be accepted unless otherwise required by applicable law.
We recommend contacting our customer support team before sending any products back to ensure that your return is properly authorized and documented.
2. Return Eligibility
To qualify for a return, products should generally meet the following conditions:
The product must be unused and in its original condition.
The product should be returned with its original packaging, tags, accessories, and included components where applicable.
The item must not show signs of damage caused by improper handling or use after delivery.
Proof of purchase, such as an order confirmation or order number, must be provided.
The return request must be submitted within 30 days of delivery.
Non-Returnable Items
For hygiene, safety, and product protection reasons, certain items may not be eligible for return, including:
Products that have been used, washed, or altered.
Pet hygiene products or personal-care items that have been opened or used, where applicable.
Products damaged through misuse, improper handling, or unauthorized modification.
Items that are not in a condition suitable for resale, unless the issue is attributable to a product defect or another circumstance covered by applicable law.
Defective, damaged, or incorrectly delivered products will be reviewed individually and handled in accordance with applicable consumer protection requirements.
Our customer support team will review your request and respond with the applicable return instructions, including confirmation of eligibility and the designated return address.
Please do not send products back before receiving return authorization and instructions.
Step 3: Prepare and Ship Your Return
Pack the eligible product securely, preferably using its original packaging, and include the relevant order information.
Send the package to the return address provided below or in the return authorization instructions.
Step 4: Return Inspection
Once we receive your returned product, our team will inspect its condition and verify that it meets the applicable return requirements.
Return inspections are generally completed within 3–5 business days after the package is received.
Step 5: Refund Processing
If the return is approved, we will initiate the refund to your original payment method.
4. Return Address
Please use the following business address for authorized returns, subject to confirmation from our customer support team:
Holaris Llc
36516 SPRINGSONG WAY, PALMDALE, CA 93552, United States
Important: Please contact us at support@holarisonline.com before sending any returned products. We recommend obtaining return confirmation and instructions to avoid delivery or processing issues.
5. Return Shipping Costs
Responsibility for return shipping costs depends on the reason for the return.
Returns Due to Product Quality Issues
If a product arrives defective, damaged, or different from the item ordered due to an error on our part, Holaris Llc will cover the applicable return shipping costs or provide an appropriate alternative solution.
Returns Due to Personal Preference
If a customer requests a return because of personal preference, an incorrect selection, or a change of mind, the customer is responsible for the applicable return shipping costs.
Any applicable shipping arrangements will be communicated during the return authorization process.
Original shipping charges may not be refundable unless required by applicable law or the return qualifies for a refund of those charges.
6. Exchange Policy
We accept exchange requests for eligible products within 30 days of delivery, subject to product availability and the conditions outlined in this policy.
Exchange Eligibility
To qualify for an exchange:
The request must be submitted within 30 days of delivery.
The original product must meet the applicable return conditions.
The replacement item must be available in stock.
The customer must provide valid order information.
Explain the reason for the exchange and identify the preferred replacement item.
Wait for our customer support team to confirm eligibility and provide return instructions.
Send the original product to the designated return address.
After the returned item has been received and inspected, we will arrange the replacement shipment if approved.
Exchange Processing Time
We generally complete the inspection of returned exchange items within 3–5 business days after receipt.
Once the exchange is approved and the replacement item is available, the replacement order is generally prepared for shipment within 1–3 business days.
The subsequent delivery time will depend on the shipping destination and carrier arrangements.
If the requested replacement item is unavailable, we will contact you to discuss an alternative solution or an applicable refund.
7. Refund Policy
Once an eligible returned product has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method used for the purchase.
We generally initiate approved refunds within 3–5 business days after the returned item has been received and the inspection has been completed.
Please note that the time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment service provider.
Original payment processing times are outside our direct control.
8. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us as soon as possible after delivery.
To help us resolve the issue efficiently, please provide:
Your order number.
A description of the problem.
Clear photographs showing the affected product and packaging, where applicable.
Our team will review the information and determine an appropriate solution, which may include a replacement, exchange, refund, or other reasonable resolution.
For confirmed product quality issues or fulfillment errors, we will cover applicable return shipping costs.
9. Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
We will make reasonable efforts to accommodate cancellation requests before the order enters processing or is dispatched.
Once an order has been shipped, it may no longer be eligible for cancellation and will instead be subject to the applicable return procedures.
If a cancellation is approved after payment has been collected, the refund will be issued to the original payment method.
