Refund, Resend and Returns Policy

Updated 2025/11/20

Details

This policy applies to Hangzhou Yuzhou Baba Trading Co., Ltd.

It governs all users of the official website www.holadropshipping.com who encounter issues related to orders, products, or packages.

At HOLA, we strive to provide the highest level of service to every user. To help you resolve return and refund matters efficiently, please review the following policy details carefully.

Please provide:

A. Clear photos or videos of the damaged item.
B. Screenshots of the customer dispute showing the name, date, order number, tracking number, and complaint details. This may include disputes submitted through PayPal, email, chat windows, or other platforms.

Deadline:

Customers must submit any inquiries within 60 days after the parcel is dispatched. After this period, no inquiry or compensation can be processed.
Example: If an order was dispatched on Oct 1, 2025, any dispute or issue must be reported before Dec 1, 2025.
Requests submitted after this date will not be eligible for processing.

30 Days Guarantee:

For most countries, if the last tracking update has not changed for more than 30 days, reach out to us immediately. After checking with the shipping carrier, we will arrange a refund or resend based on the situation.

Cancellation:

You may cancel your order anytime before production or shipment and receive a full refund.
If the order has already been shipped, cancellation is not possible.
Please note: For Print-on-Demand (POD) items, customized packaging, pre-order inventory and other personalized products, cancellations and refunds are not available, as these items are made specifically for you.

Refund Fees:

All refunds will be credited to your HOLA Wallet by default. Funds in the HOLA Wallet can be used to pay for future HOLA orders, and no processing fees will be charged.
Example:
If the refund amount is $100, the full $100 will be credited to your HOLA Wallet.

If you request a refund to the original payment method, only the actual amount received by HOLA will be refunded.
Example:
If you paid $100 via PayPal, but we only received $95, we will only refund $95 to your PayPal account.

Refund & Resend Conditions

HOLA offers a full refund or resend for delayed orders when the last tracking update shows no movement for a period of time.

a. Developed Countries
• A refund/resend is available if the last tracking update shows no movement for over 30 days.
• During peak seasons (Black Friday, Cyber Monday, Christmas, etc.), over 40 days.
Remote U.S. regions (Alaska, Puerto Rico, Hawaii, Guam etc.) may experience longer shipping times and are excluded from standard timing guarantees. Additionally, extra shipping fees may apply for remote addresses.

b. Developing Countries
• A refund/resend is available if the last tracking update shows no movement for over 60 days.

c. Delivery Pending Cases
We do not offer a refund/resend for delays caused by:
• Insufficient or incorrect address
• Packages unclaimed
• Recipient unreachable
• Customer not responding

If the parcel is already at the local post office and pending, we will provide the local tracking number so customers can contact or visit the post office to collect the package.

d. Unforeseen Situations
In exceptional cases (e.g., epidemics, natural disasters, national strikes), delivery times may be extended.
Please refer to our email or platform notifications for updates.

HOLA offers a full refund or resend if a package arrives badly damaged.

HOLA offers a partial refund (10%–30% of the product price) or a replacement if a package arrives partially damaged (e.g., loose threads, slight wrinkles, minor scratches, etc.).

Notice:
 • Damaged packaging boxes are not eligible for refunds or after-sales service due to the nature of long-distance international transportation.
• For ordinary products, customers must submit a complaint or dispute within 5 days after delivery (VIP: 7 days).
• For electronic products, customers must submit a complaint or dispute within 10 days after delivery (VIP: 14 days).
• For service products (products you provided yourself), HOLA does not assume responsibility for any quality issues not caused by HOLA.

HOLA follows a strict quality control process, and every product is thoroughly inspected before shipment.

Incorrect Products
• If the customer receives the wrong product, we will provide a full refund or resend the correct item.

Missing Products
• If an item is missing from the package, we will offer a partial refund or resend the missing product.

Incorrect Color or Size (Not Affecting Function)
• For products delivered with the wrong color or size that does not affect normal usage, HOLA will refund or resend the item once you provide a screenshot of your customer’s complaint, including the name, content, and date.

Accessories
• If accessories are missing or incorrect, we will resend the accessories only.

Notice
 • No need to return incorrect products. We will refund or resend the correct item directly.
• For size-related issues, please provide photos showing the measurements.
   Ensure the product is measured accurately and correctly.
   Send the measurement results to our customer service team, and we will handle the case as soon as possible.

If a package is confirmed lost during delivery, HOLA will provide a full refund or resend the order.

No Refund & Resend Conditions

HOLA does not provide refunds or resends if the tracking information shows that the order has been successfully delivered.

Notice:
If the recipient claims the package was not received despite the tracking showing “Delivered,” the recipient must contact the local post office for verification.
To apply for compensation, the recipient may request a certificate of non-receipt (with an official seal) from the local post office and submit it to HOLA for further review.

If a package is unclaimed and the recipient fails to pick it up in time, the local carrier may destroy the package within 48 hours.
In such cases, HOLA will not issue a refund or resend.

HOLA will not offer a refund or resend if the tracking information shows any alert status.

Common Alert Reasons
a. Incorrect or insufficient address
b. Refused package
c. Customs clearance issues
d. Non-existing number
e. Unknown recipient
f. Not picked up in time
g. No safe delivery location
h. others

Notice
Local couriers typically attempt delivery 1–3 times depending on local conditions.
If the package remains unclaimed, it will be sent to the local post office and stored for 3–7 days.
We will notify you to pick up the parcel as soon as possible. Otherwise, the package will be returned to the overseas warehouse.
During the return process, HOLA is not responsible for any loss, and no refund or resend will be issued.
If you do not take action promptly and the package is destroyed by the overseas warehouse due to overdue storage, we will not be able to refund or resend it.

Basic Re-Delivery Process
1. Returned to Local Post Office
Some packages will first be returned to the local post office. We will inform you, and you must contact the post office to pick it up.
2. Local Storage (3–7 days)
If the customer does not collect the package within the storage period, it will be returned to the overseas warehouse.
3. Return to Overseas Warehouse (2–3 weeks)
When the package arrives at the overseas warehouse, we will notify you to submit a re-delivery request.
You must provide a correct, complete address and phone number within the required time. A re-delivery fee is required.

Important Notes
 1. Packages are returned only to the overseas warehouse, not back to China due to high logistics and labor costs.
2. Packages are kept only 1–2 weeks at the overseas warehouse. After the storage period, they will be automatically destroyed, and no refund or resend will be provided.

Returns

HOLA does not recommend returning products, as international shipping is costly and can take several months to reach our China warehouse. Most returned items are damaged or lost during transit.
HOLA assumes no responsibility for any issues or losses that occur during the return process.

If you still wish to return a product, please follow these guidelines:
Return Requirements:
a. The product must be returned within 7 days of receipt.
b. The product must be in good condition and suitable for resale.
c. You are responsible for all shipping and customs fees.
d. Products can only be returned to HOLA’s China warehouse.
e. After shipping the product, send a photo of the package and tracking number to our customer service team.

Important Reminders
1. Customs Tax: According to China Customs Import regulations, goods valued over 50 RMB may incur taxes. All customs and related fees are the customer’s responsibility.
2. China Customs Clearance Process:
• A service fee of 30 RMB is required.
• After the service fee is paid, we will verify the tax amount using the return tracking number. The parcel will proceed with customs clearance once the customer agrees to pay the tax.
• Note: Even after paying the service fee and tax, customs clearance may still fail. HOLA cannot be held responsible for any losses due to clearance failure.

Refund
Once we receive the returned package and confirm that the product is intact, HOLA will refund the product price to your HOLA Wallet account.
Funds in your HOLA Wallet can be used to pay for future orders or withdrawn to your linked payment account.

We highly recommend contacting your HOLA agent before sending any products back to prevent unnecessary errors or complications.

Low-Value Items
For low-value products (e.g., unit cost < $10)
Challenges with Low-Value Items:
 • Used or opened items are typically not eligible for resale.
• Clothing and products with delicate packaging are rarely viable for restocking.
• Labor costs for inspection, repackaging, and handling can exceed the product’s value.

Recommended Actions:
 • Encourage the buyer to keep the product and offer a partial refund.
• Alternatively, resend the product if the buyer agrees to cover shipping costs.
• If the buyer insists on a return, please contact your HOLA agent.

High-Value Items
For high-value products that are being returned for restocking or resale, please note:
• You must create a shipping label for the buyer or negotiate who covers the return shipping cost.
• Upon arrival at the warehouse, inspection and restocking services may incur additional charges.
• Contact your HOLA agent for exact cost details before proceeding.

Unacceptable Disputes

HOLA will not accept disputes under the following circumstances:

a. Force Majeure
Disputes arising from events beyond our control, such as natural disasters, epidemics, strikes, wars, earthquakes, floods, storms, heavy snow, customs inspections, or other unforeseen international situations.

b. The buyer simply does not like the product.

c. The buyer claims the product description is not accurate.

d. The product has a minor or unusual smell.

e. Differences in product specifications, color, or design that were negotiated in advance.

f. The buyer ordered the wrong product or SKU.

g. The shipping address provided by the buyer is incorrect.

h. Tracking information deleted or unavailable due to logistics company or local post office errors.

i. Packages returned, discarded, or detained because the consignee failed to comply with customs clearance procedures in accordance with local foreign trade policies.

j. Any other disputes deemed unreasonable or outside HOLA’s responsibility.

HOLA is committed to providing the best service possible.
If you have any questions or need further assistance, please feel free to contact us at: support@holadropshipping.com.

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