Ordering

As soon as your order goes through, we send a confirmation email to the address you provided. That confirmation lists the items purchased, the amounts charged, the billing address and the delivery address. Should anything in it be wrong, write to us right away at holdmatephone@gmail.com.

The purchase becomes final the moment the order is placed. If you pay by card or MobilePay, the amount is captured immediately or on the following banking day. When exactly the money leaves your account depends on the payment method you selected, not on Holdmate.

When you submit your order together with your payment details, or pay via MobilePay or card, you give us permission to charge you once your order is dispatched.

Completing a purchase with us means you agree to these terms.

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Order Cancellation

Cancelling an order is only possible on the very same day it was placed, and it has to reach us before customer service closes for the day. Orders that are already being processed or that have left our facility can no longer be cancelled.

We keep the right to turn down an order when the item is unavailable at the supplier or for other commercial reasons. In that case we notify the customer at the earliest opportunity, and no charge is made or the amount already paid is refunded.

Cancellations on Holidays and Non-Business Days

Cancellation requests sent on public holidays, red days or any other non-business day cannot be honoured. On such days the order counts as binding, since customer service is unable to handle cancellations as they come in.

Requests must therefore be made on ordinary business days and before the order has been processed or dispatched. A request placed on a holiday or non-business day may arrive after the order has already been packed or shipped, at which point cancelling is no longer an option.

Days of this kind include, among others:
New Year’s Day, Epiphany
Good Friday, Easter Monday
Ascension Day and the Friday that follows it
National Day (when it falls on a weekday)
Christmas Eve, Christmas Day, Boxing Day

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Delivery

Delivery normally takes approximately 5–10 business days. Orders received over the weekend leave our warehouse on the next business day at the soonest.

Peak periods at the shipping carriers can cause delays. Such delays are outside our control, and we appreciate your patience.

If your parcel has not arrived and no extended delivery time has been communicated to you, get in touch with us at holdmatephone@gmail.com.

Keep in mind that customs duties and import taxes can be levied depending on the country you order from.

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Taxes, Customs, and Import Responsibility

Holdmate sells its products without local VAT, because the goods travel straight from suppliers located in China, outside the EU.

You, the customer, act as the legal importer of the goods, which makes you liable for any import taxes, customs duties and related charges that arise when the item enters your country.

Charges of that kind are not part of our product prices and are not borne by Holdmate.

By placing an order you confirm your understanding that:

• You appear as the recipient and the importer of the product.

• The shipping carrier may invoice you for import VAT, customs charges and handling fees.

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Prices

We keep the right to revise prices when supplier costs change, when currencies fluctuate, or when a typographical error occurs.
Every price is shown in USD.

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Right of Withdrawal

Applicable consumer protection legislation grants you a 14-day right of withdrawal counted from the day your item reaches you.

To exercise that right, you must notify us in writing within 14 days of the date the parcel became available for pickup.

How to withdraw:

• Write to us at holdmatephone@gmail.com, stating your name, address, email, order number and the products you intend to send back.

• We then email you the return instructions. Returns sent without approval beforehand are not accepted.

• Items have to be sent back promptly, and in any case no later than 14 days after you told us you were withdrawing.

The cost of returning the goods is the customer’s, as is the duty to send the product back in the condition it arrived in, ideally inside its original packaging.

The right of withdrawal cannot be applied to:

• Hygiene items whose seal has been broken

• Customised or personalised goods

• Goods that spoil quickly

• Individual issues of magazines or newspapers

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Complaints

Every product passes an inspection before it ships. If an item nevertheless reaches you damaged or is the wrong one, we will put things right as consumer protection legislation requires.

To file a complaint:

• Reach out to us at the earliest opportunity at holdmatephone@gmail.com, giving your name, address, email, order number and an account of what went wrong.

• Goods may only be returned once we have approved it.

• When a complaint is approved, the return shipping is on us.

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Liability Limitation

Indirect damage caused by the product falls outside our liability.
Nor are we liable for delays or failures brought about by events beyond our control (Force Majeure), among them strikes, fire, war, acts of government or supplier delays.

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Product Information

Typographical mistakes and items that turn out to be out of stock are reserved. Colours can look different depending on how your screen is calibrated. We do our best to portray every product as faithfully as we can.

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Cookies

Cookies help us make your shopping experience better. You are free to switch them off in your browser settings.

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Personal Data

Buying from Holdmate means you accept our Privacy Policy and agree that your personal data is handled in line with the GDPR. We gather only what is needed to fulfil your order and stay in touch with you, and your data is never passed to third parties without a legal basis.

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Medical Information & Disclaimer

Our products do not qualify as medical devices and are no substitute for a medical diagnosis, treatment or professional advice. Results can differ from one person to another.

Speak to a healthcare professional if pain or symptoms appear.

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14-Day Exchange Policy

Holdmate runs a 14-day exchange policy so that you can buy with confidence.

Conditions for exchange:

• The item has to still be in its original packaging

• The exchange has to be requested within 14 days of the delivery date

To exchange an item:

Write to us at holdmatephone@gmail.com with your name, order number and the item you would like to receive instead.

Any difference in price is settled accordingly, and the customer covers both the return and the new shipping costs.

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Unclaimed Packages

Should a parcel go uncollected and come back to us, the purchase still counts as completed.
We refund the order value minus 9 USD, which covers return shipping, handling and administration.

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Reshipment of Unclaimed Packages

Having an uncollected parcel sent out again costs 19 USD. We only dispatch it once that fee has been settled.

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Acceptance of Terms

Shopping at Holdmate means you accept our Terms & Conditions, delivery, return and privacy policies included.

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Company Information

Company name: Holdmate
Email: holdmatephone@gmail.com