Ordering

After you finish placing your order, a confirmation email is sent to the address you provided. That confirmation lists the products, the prices, the billing address and the delivery address. Should anything in it be wrong, write to us right away at holdmategear@gmail.com.

Your purchase is concluded the moment the order is placed. When you pay by card or MobilePay, the amount is charged immediately or on the following banking day. When the withdrawal happens is decided by the payment method you chose, not by Holdmate.

By sending your order and entering your payment details, or by paying with MobilePay or card, you authorise us to charge you when your order ships.

Completing a purchase with us means you accept these terms.

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Order Cancellation

A cancellation has to be requested on the same day the purchase was made and before customer service closes. Orders that have already been processed or shipped can no longer be cancelled.

We reserve the right to decline an order when the item is unavailable at the supplier or for other business-related reasons. In that case the customer is informed as soon as possible and is either not charged or refunded.

Cancellations on Holidays and Non-Business Days

Cancellations requested on holidays, red days or non-business days are not accepted. On those days the order counts as binding, because customer service cannot handle cancellations in real time.

Cancellations have to be made on ordinary business days and before the order has been processed or shipped. If the request arrives on a holiday or non-business day, the order may already be packed or shipped, and cancelling 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

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Delivery

Our usual delivery time is approximately 5–10 business days. Orders placed over the weekend are shipped on the next business day at the earliest.

Delays can happen when shipping carriers are under heavy demand. That is beyond our control, and we ask for your patience.

If your delivery has not arrived and you were not told about an extended delivery time, get in touch with us at holdmategear@gmail.com.

Please keep in mind that customs duties and import taxes may apply depending on your country.

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Taxes, Customs, and Import Responsibility

Holdmate sells its products without local VAT, since the items are shipped straight from suppliers in China, outside the EU.

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

Those costs are not part of our product prices and are not Holdmate’s responsibility.

By placing an order, you confirm that you understand:

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

• The shipping carrier may charge you import VAT, customs fees and handling fees.

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Prices

We reserve the right to adjust prices when supplier costs change, when currencies fluctuate, or in case of typographical errors.
All prices are listed in USD.

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Right of Withdrawal

You have a 14-day right of withdrawal counted from the day you receive your item, in line with applicable consumer protection laws.

To use that right, you must contact us in writing within 14 days from the date the package was available for pickup.

How to withdraw:

• Write to us at holdmategear@gmail.com with your name, address, email, order number and the products you want to return.

• We will then send the return instructions by email. Returns sent without prior approval are not accepted.

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

The cost of return shipping is the customer’s, as is making sure the product goes back in its original condition, preferably in the 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

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Complaints

Every product is inspected before it ships. If one still arrives damaged or incorrect, we will put the issue right in accordance with consumer protection laws.

To file a complaint:

• Write to us as soon as possible at holdmategear@gmail.com and include your name, address, email, order number and a description of the issue.

• Returns may only be sent after we have approved them.

• When a complaint is approved, we cover the return shipping costs.

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Liability Limitation

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

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Product Information

We reserve the right for typographical errors and out-of-stock items. Colours may look different depending on screen settings. We do our best to present every product as accurately as possible.

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Cookies

We use cookies to make your shopping experience better. You may turn cookies off in your browser settings.

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Personal Data

When you buy from Holdmate, you accept our Privacy Policy and the processing of your personal data in accordance with GDPR. We collect only the information needed to manage your order and to communicate with you, and we never pass your data to third parties without legal grounds.

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Medical Information & Disclaimer

Our products are not classified as medical devices and are not a substitute for medical diagnosis, treatment or professional guidance. Effects may differ from person to person.

Consult a healthcare professional if you experience pain or symptoms.

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14-Day Exchange Policy

Holdmate offers a 14-day exchange policy so you can feel secure about your purchase.

Conditions for exchange:

• The product must be in its original packaging

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

To exchange an item:

Write to us at holdmategear@gmail.com with your name, order number and the item you want to exchange it for.

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

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Unclaimed Packages

If a package is never collected and comes back to us, the purchase counts as completed.
The order value is refunded minus 9 USD, which covers return shipping, handling and administration.

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Reshipment of Unclaimed Packages

If you want an unclaimed package sent out again, a fee of 19 USD applies. The package is not reshipped until that fee is paid.

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Acceptance of Terms

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

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Company Information

Company name: Holdmate Gear
Email: holdmategear@gmail.com