Refund policy

Last updated: October 16, 2026

Returns are guaranteed, for the peace of mind of all our customers, in accordance with this policy.

1. Right to withdraw (consumers in the EU, UK and where local law gives it)

If you are a consumer, you have the right to withdraw from your purchase within 14 days, without giving any reason. The 14 days start on the day you (or a person you name, other than the carrier) receive the products. If your order arrives in several deliveries, the 14 days start when you receive the last one.

To exercise this right, you must tell us clearly, within the 14 days, by email to holyclausofficial@gmail.com, with your name, order number and the products concerned. You may use the model form at the end of this policy, but you do not have to. To meet the deadline it is enough to send your notice before the 14 days end.

2. How to return the products

• After you tell us you are withdrawing, send the products back to us without undue delay and no later than 14 days after the day you told us. Our return address will be sent to you by email.
• You pay the direct cost of returning the products and you are responsible for sending them in a way that protects them. Please use a tracked service and keep your proof of postage: the products stay at your risk until we receive them, and we are not responsible for returns that are lost, damaged or delayed on the way.
• Parcels sent without telling us first, to a different address, or sent cash-on-delivery or with unpaid charges, will not be accepted, and you will be responsible for any costs this causes.

3. Condition of the products

• Return the products complete, with all parts, accessories, remote controls, cables, manuals and free items supplied with them, in their original packaging, and clean and in the same condition in which you received them.
• You are liable for any loss in value of the products resulting from handling that was more than necessary to establish their nature, characteristics and functioning (for example, installation, use, adhesive applied, cutting, bending, damage, missing parts or damaged packaging). We will deduct the loss in value from your refund, or refuse the refund if the product cannot be resold.
• Products that have been used or installed beyond what is needed to check them, damaged by you, modified or incomplete are not accepted for a full refund.

4. Refunds

• We will refund the price of the products, and the standard delivery cost you paid (shipping on standard orders is free), within 14 days after the day we receive the returned products or you provide proof that you have sent them back, whichever is earlier.
• We may wait until we have received the products back and checked them before refunding. If they fail the checks in section 3, we will tell you and refund the amount after any deduction.
• We refund to the payment method you used for the order. No fee is charged for the refund. Your bank or card provider may take extra days to show it.
• Free gifts and extras that came with the order must be returned together with the products, or their value may be deducted.

5. Items that cannot be withdrawn from or returned

As the law allows: products made to your specification or clearly personalised; sealed goods that are not suitable for return for health or hygiene reasons once unsealed; digital content (including the printable Letter from Santa Kit) that has been supplied once you have asked for it to start and acknowledged that you lose the right of withdrawal; and any other item the law excludes.

6. Faulty, damaged or wrong products

If a product arrives damaged, faulty or is not what you ordered, contact us at holyclausofficial@gmail.com promptly, within 7 days of delivery where possible, with your order number and clear photos or video of the product, the packaging and the shipping label. Delay does not remove your legal rights, but it may make it harder to establish what happened. We will offer the remedy the law requires (repair, replacement, price reduction or refund). We may ask you to return the product at our cost for faulty products, and we will not refund or replace items damaged by misuse, incorrect installation or the other causes in section 9 of our Terms of Service.

7. Orders outside the EU and UK

If you are outside the EU and UK, the right of withdrawal in section 1 applies only if your local mandatory law gives it to you. Otherwise returns are accepted under the conditions in sections 2 to 4 where we agree to accept them, at your cost, including customs, duties and taxes.

8. Change of mind after the withdrawal period

After the 14 days, products are not returnable for change of mind. Statutory rights for faulty products are not affected.

9. Cancelling before dispatch

Write to us as soon as possible. If the order has not been dispatched, we will cancel it and refund it. Once dispatched, section 1 applies.

Model withdrawal form

(Complete and send only if you wish to withdraw from the contract.)
To: Holy Claus, holyclausofficial@gmail.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Date:
(*) Delete as appropriate.