Warranty and Return Policy

Warranty and Return Policy

Short view:

  • Warranty:All the products you buy from us will have a 30-day money back guarantee and 12-month repairt warranty.

(We have a 30-day return policy, which means you can request a return within 30 days of receiving your item.To be eligible for a return, your item must be in the same condition as it was received, not missing or damaged, with tags, and in its original packaging. You will also need to provide a receipt or proof of purchase.
To return an item, please contact us at support@holdlamp.com for a return address.We do not accept returns without first requesting a return.）

  • Repair:For defective after a period of right use, we will evaluate your product and send you the replacement part if necessary.

  • Condition:Make sure your products meet our warranty conditions. You may voids your warranty if you do not follow the rules.

  • DAMAGES AND PROBLEMS: Please inspect your product upon receipt of your order. If the product is defective, damaged, or you have received the wrong product, please contact us immediately so that we can evaluate and correct the problem.

  • Exchanges：The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

  • REFUNDS: Upon receipt and inspection of your return, we will notify you if your refund has been approved. If approved, we will automatically refund you within 10 business days using your original method of payment. Please keep in mind that it will also take some time for your bank or credit card company to process and mail the refund. If it has been more than 15 business days since we approved your return, please contact us at support@holdlamp.com.

Warranty period

  • All warrantees begin from the date the product is received. If a product develops a fault during the warranty and the fault is due to a quality issue rather than your own breakage or misuse, we will accept a return within 30 days.
  • 12 months Manufacturer’s Repair Warranty for defective items (excluding items damaged or misused after receipt, and problems caused by logistics).
  • Defective items MUST BE reported and returned to us within the warranty period (and in the original packaging, if possible). You must tell us what the defect is and give us your order number. WE DO NOT REPAIR OR REPLACE ITEMS WITH AN EXPIRED WARRANTY.

What should I do if my items arrived damaged?

Rarely, rough handling by the courier can lead to physical damage to your goods, e.g. broken screen.If this has happened, please follow these steps:

  1. If possible, raise a complaint directly with the delivery representative of the courier company before you sign for the goods. They will advise you on the complaint procedure.
  2. If you already signed for the packet, take photos showing the damage and contact the local office of the courier/delivery company to complain. They will have a complaining procedure which will enable you to get compensation.
  3. Next, contact Holdlamp immediately with your order number and a full description / pictures of the broken item issue. We will contact the courier company from our end（email：support@holdlamp.com）.
  4. Once the courier company confirms that the case is valid, they will compensate Holdlamp, and we will pass on this compensation to you. The compensation varies from case to case and is different for each delivery company. In some cases you will need to pay to post the broken item back to Holdlamp in order for us to send out a new piece.

What should I do if my products go broken after a period of use?

In this case, please kindly provide us with proof as below:

  • The photos of original Holdlamppackage with front and back sides.
  • The photos or video of the defective item(s).
  • The photos, video or screenshot showing the malfunction of the defective item(s).
  • We will usually offer you a refund or send a replacement as soon as the problem is confirmed.
  • Sometimes you may need to ship the defective item back to us for free repair service or a new replacement. Customer should cover the return shipping fee, and Holdlampis responsible for the shipping costs of arranging reshipment by air mail.

Warranty Exemptions and Notes

Product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties. If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

The customer voids the warranty if they:

  • Open the body in an attempt to fix the device
  • Modify, remove, customize, or swap parts of the product
  • Use the device in a way that it is not originally intended for
  • Continue to use the item once a fault occurs and causes more damage
  • All returns must first be authorized by HoldlampSupport team prior to return. If the customer has returned the package without prior authorization, sends to the wrong address,
  • returns an incorrect item, or submits an empty box, there will no compensation permitted in such cases.

Special Notes:

  • During the return shipping process, the customer is responsible for the return shipping costs to the overseas warehouse and any other costs, taxes, etc. that may be incurred (which rarely occurs). In such cases, we will deduct any other fees taxes, etc. that may not have been paid (rare occurrences) from your authorized refund amount.
  • Holdlamp will ship the item to the customer via Flat Rate Shipping by default. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.
  • Please take note of the return information and contact us again (email: support@holdlamp.com) once the returned product shows signed for.