As much as we don’t want cancellations to happen, we care about your welfare and shopping experience as our priority. Therefore in case you want to cancel all of your order can be cancelled until they are shipped.
If your order needs to be changed or cancelled, it is a must that you contact us within 12 hours after order has been submitted.
Once the packaging and shipping has started, we regret to inform that we will not be able to cancel your orders at this point whatever the reason is.
We assure you that the quality of our products will not be a problem for you. In case of wrong order, as long as you immediately report it we’ll have more time to cancel it.
Here at Holz Planet Store we prioritize your satisfaction as our dear customer. With this mission in mind, we allow request for refunds or reshipments of our products for the following reasons:
- you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- you receive the wrong item
- you do not want the product you have received (but you must return the item at your expense and the item must be unused)
We will not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.