Terms & Conditions

Terms & Conditions – Holdmate

Ordering

Once you complete your order, a confirmation email will be sent to your email address. The confirmation includes details about the products, prices, billing address, and delivery address. If there are any errors in your confirmation, please contact us immediately at contact@holdmate.com.

Your purchase is completed at the moment you place your order. When paying by card or MobilePay, the payment is charged immediately or on the next banking day. The timing of the withdrawal is controlled by your chosen payment method, not by Holdmate.

By submitting your order and entering your payment information, or paying with MobilePay or card, you authorize us to charge your payment when your order is shipped.

By completing a purchase with us, you accept these terms.

Order Cancellation

If you wish to cancel your order, this must be done on the same day the purchase was made and before customer service closes. We cannot cancel orders that have already been processed or shipped.

We reserve the right to reject an order if the item is out of stock at the supplier or due to other business-related reasons. Customers will be informed as soon as possible and will not be charged or will receive a refund.

Cancellations on Holidays and Non-Business Days

Cancellations made on holidays, red days, or non-business days are not accepted. During these days, the order is considered binding as customer service cannot process cancellations in real time.

Cancellations must be made on regular business days and before the order has been processed or shipped. If the cancellation is made on a holiday or non-business day, the order may already have been packed or shipped, and cancellation will no longer be possible.

Examples of such days (not exhaustive):
New Year’s Day, Epiphany
Good Friday, Easter Monday
Ascension Day and the following Friday
National Day (if on a weekday)
Christmas Eve, Christmas Day, Boxing Day

Delivery

Our standard delivery time is approximately 5–10 business days. Orders placed on weekends are shipped the following business day at the earliest.

Delays may occur due to high demand at shipping carriers. This is outside of our control, and we ask for your understanding.

If your delivery is missing and you have not been informed of an extended delivery time, please contact us at contact@holdmate.com.

Please note that customs duties and import taxes may apply depending on your country.

Taxes, Customs, and Import Responsibility

Holdmate sells products without local VAT, as the items are shipped directly from suppliers outside the EU.

As the customer, you are the legal importer of the goods and are responsible for paying any import taxes, customs duties, and associated fees when the item enters your country.

These costs are not included in our product prices and are not the responsibility of Holdmate.

By placing an order, you confirm that you understand:

  • You are listed as the receiver and importer of the product.

  • You may be charged import VAT, customs fees, and handling fees by the shipping carrier.

Prices

We reserve the right to adjust prices due to changes in supplier costs, currency fluctuations, or typographical errors.
All prices are listed in USD.

Right of Withdrawal

You have a 14-day right of withdrawal from the day you receive your item, according to applicable consumer protection laws.

If you wish to use your right of withdrawal, you must contact us in writing within 14 days from the date the package was available for pickup.

How to withdraw:

  • Contact us at contact@holdmate.com with your name, address, email, order number, and which products you wish to return.

  • We will then provide return instructions via email. Returns without prior approval will not be accepted.

  • Items must be returned as soon as possible and no later than 14 days after you have notified us of your withdrawal.

Customers are responsible for the cost of return shipping and ensuring the product is returned in its original condition, preferably in original packaging.

The right of withdrawal does not apply to:

  • Hygiene products with broken seals

  • Customized or personalized goods

  • Perishable goods

  • Single-issue magazines or newspapers

Complaints

All products are inspected before shipping. Should a product still arrive damaged or incorrect, we will correct the issue in accordance with consumer protection laws.

To file a complaint:

  • Contact us as soon as possible at contact@holdmate.com and provide your name, address, email, order number, and a description of the issue.

  • Returns may only be made after being approved by us.

  • For approved complaints, we cover the return shipping costs.

Liability Limitation

We are not responsible for indirect damages caused by the product.
We are also not responsible for delays or errors resulting from circumstances beyond our control (Force Majeure), such as strikes, fire, war, government actions, or supplier delays.

Product Information

We reserve the right for typographical errors and out-of-stock items. Color variations may occur depending on screen settings. We strive to present all products as accurately as possible.

Cookies

We use cookies to improve your shopping experience. You may choose to disable cookies in your browser settings.

Personal Data

By purchasing from Holdmate, you accept our Privacy Policy and the processing of your personal data in accordance with GDPR. We only collect necessary information to manage your order and communication, and we never share your data with third parties without legal grounds.

Medical Information & Disclaimer

Our products are not classified as medical devices and should not replace medical diagnosis, treatment, or professional guidance. Effects may vary between individuals.

Consult a healthcare professional if you experience pain or symptoms.

14-Day Exchange Policy

Holdmate offers a 14-day exchange policy to ensure you feel secure with your purchase.

Conditions for exchange:

  • The product must be in its original packaging

  • The exchange request must be made within 14 days from the delivery date

To exchange an item:

Contact us at contact@holdmate.com with your name, order number, and the item you wish to exchange for.

Any price differences will be adjusted, and the customer is responsible for return and new shipping costs.

Unclaimed Packages

If a package is not collected and is returned to us, the purchase is considered completed.
The order value will be refunded minus 149 USD, covering return shipping, handling, and administration.

Reshipment of Unclaimed Packages

If you want us to resend an unclaimed package, a fee of 199 USD applies. The package will not be reshipped until the fee is paid.

Acceptance of Terms

By shopping at Holdmate, you agree to our Terms & Conditions, including delivery, return, and privacy policies.

Company Information

Company name: Holdmate
Email: contact@holdmate.com