Refund policy
This Refund Policy applies to purchases made from Hollow Alpaca (“we”, “us”, “our”). By placing an order on our website, you agree to the terms set forth below.
Eligibility for Returns
We accept return requests for eligible products within thirty days from the date of delivery. To be eligible for a return, items must be unused, unworn, unwashed, and in their original condition, with all original packaging and tags intact.
Items showing signs of wear, damage, alteration, or use may not be eligible for a refund.
Non-Returnable Items
Certain items may not be eligible for return due to hygiene, safety, or other considerations. Where applicable, such exclusions will be clearly indicated on the product page or at checkout.
How to Initiate a Return
To request a return, please contact us at support@hollow-socks.net with your order number and the reason for the return. Return requests submitted without prior authorization may not be accepted.
Once your return request is approved, we will provide further instructions. Customers are responsible for return shipping costs unless the return is due to a confirmed defect or an error on our part.
Condition Inspection
All returned items are subject to inspection upon receipt. We reserve the right, at our sole discretion, to refuse a refund if the returned item does not meet the eligibility requirements outlined in this policy.
Refunds
If your return is approved, your refund will be processed to the original payment method used at checkout. Refunds are issued for the product price only and do not include original shipping costs, return shipping fees, or any non-recoverable charges unless otherwise required by applicable law.
Please allow several business days after approval for the refund to be reflected by your financial institution, as processing times may vary depending on your payment provider.
Exchanges
We do not guarantee direct exchanges. If you wish to receive a different item, size, or color, you may place a new order once your return has been approved and processed.
Damaged, Defective, or Incorrect Items
If you receive an item that is defective, damaged, or incorrect, please contact us within seven days of delivery with clear photographic evidence. Upon verification, we may, at our discretion, offer a replacement, store credit, or refund.
Chargebacks and Payment Disputes
We encourage customers to contact us directly before initiating a chargeback or payment dispute. Initiating a chargeback without first attempting to resolve the issue with us may delay resolution and could result in the denial of a refund where permitted by applicable payment network rules.
Refused or Undeliverable Shipments
If an order is refused, returned to sender, or deemed undeliverable due to an incorrect or incomplete address provided by the customer, any refund issued will exclude original shipping costs and any applicable return or carrier fees.
Policy Updates
We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page and will apply to orders placed after the effective date of the update.
Contact Information
If you have any questions regarding this Refund Policy, please contact us at support@hollow-socks.net.
