Clear Support for Returns, Refunds and Order Problems

2. Return or Claim Request Window

A request concerning a damaged, defective, incorrect or incomplete product must be submitted within 7 calendar days from the recorded delivery date.

Visible transit damage, leakage or breakage should be reported as soon as possible and preferably within 48 hours of delivery. The request must still be submitted no later than the applicable seven-day period.

Requests received after the stated period may be declined unless a longer period is required by law or Holy Finds approves an exception in writing.

3. Problems Eligible for Review

Holy Finds may review a request when:

• The product was damaged during delivery.
• The product was defective or unusable when received.
• The customer received a different product from the product shown in the confirmed order.
• Important parts, accessories or confirmed items were missing from the parcel.
• A personalized or custom product materially differed from the written specifications approved by Holy Finds.
• The parcel or product showed verified tampering, leakage or transit damage.

After reviewing the request, Holy Finds may offer a replacement, repair, exchange, store credit, partial refund or refund, depending on the verified problem.

4. Non-Returnable Items and Situations

Unless an item arrived damaged, defective, incorrect or materially different from its approved specifications, the following are generally not eligible for return:

• Opened, used or tested attars, perfume oils, fragrances and personal-use products.
• Personalized, engraved, customized or made-to-order products.
• Custom marble statues and handcrafted marble items after production has started.
• Products damaged through misuse, mishandling, improper storage or unauthorized repair after delivery.
• Products returned without their original packaging, labels, accessories or documentation where those items are reasonably required.
• Products showing customer-caused stains, scratches, breakage, alteration, wear or missing components.
• Gift cards, vouchers, free promotional items or products clearly marked as final sale.
• Change-of-mind requests or dissatisfaction based only on personal taste, fragrance preference, colour preference or size information that the customer supplied incorrectly.
• Orders refused because the customer did not want to pay disclosed customs, import or destination charges.

5. Damaged, Defective, Wrong or Missing Orders

Keep the product, inner packaging, outer parcel and shipping label until Holy Finds completes its review.

Your request should include:

• Order number and delivery date.
• Customer name, email address and telephone number used for the order.
• Clear photographs of the product and the reported issue.
• Photographs of the inner packaging, outer parcel and shipping label.
• An unedited unboxing video where available, especially for fragile, high-value or marble products.
• A clear description of what was received and how it differs from the confirmed order.

6. How to Submit a Return or Refund Request

7. Return Inspection and Refund Processing

When a physical return is required, the product will be inspected after it reaches the authorized return location.

Holy Finds will then notify the customer whether the request has been approved, partially approved or rejected.

• Approved refunds are normally initiated within 5 to 10 business days after inspection and final approval.
• Refunds are generally sent to the original payment method.
• The bank, card issuer, wallet or payment gateway may require additional processing time.
• Shipping, express delivery, customs, taxes, insurance, packing and other third-party fees may be non-refundable once incurred.
• Where a customer-responsibility return is approved, applicable outbound and return costs may be deducted from the refund.
• If an approved replacement, exchange or repair is accepted as the resolution, an additional refund will not normally be issued for the same claim.

If an approved refund has not appeared after the expected banking period, contact your payment provider first and then contact Holy Finds with the order and refund details.

8. Replacement, Repair and Exchange

Depending on the verified problem and product availability, Holy Finds may offer:

• Replacement with the same product.
• Replacement with another mutually agreed product.
• Repair or correction where practical.
• Store credit, partial refund or refund.

The customer may be required to return the original item before a replacement or exchange is dispatched.

Opened or used attars are not eligible for exchange based only on fragrance preference. They may be reviewed where they arrived leaking, damaged, defective or incorrect.

9. Order Cancellation

A standard order may be cancelled only before it has been packed, dispatched or handed to a delivery provider.

• Contact Holy Finds immediately after deciding to request cancellation.
• A cancellation request is subject to approval and is not guaranteed.
• Customized, personalized and made-to-order products cannot be cancelled once work or production has started.
• Custom marble orders cannot be cancelled after material cutting, carving, colouring, polishing or other production activity begins.
• Non-recoverable payment, customization, packing, documentation or courier costs may be deducted from an approved cancellation refund.

If Holy Finds cancels an order because of stock unavailability, a production problem or an unresolvable shipping limitation, the customer will be informed and the eligible amount will be refunded.

11. Return Shipping and Non-Refundable Fees

Responsibility for return shipping depends on the verified reason for the return.

• Where Holy Finds confirms that the wrong, damaged, defective or incomplete product was supplied, Holy Finds may arrange collection, reimburse reasonable approved return costs or provide another suitable resolution.
• For an approved discretionary return caused by customer error, preference, incorrect address or change of mind, the customer is responsible for secure return shipping and related charges.
• Heavy, oversized, fragile and marble products must not be returned without written packing and carrier instructions.
• The customer may be responsible for loss or damage caused by unauthorized, uninsured or inadequately packed return shipping.
• Original outbound delivery, priority shipping, customs, taxes, insurance, export packing, gift wrapping, handling and other third-party fees are normally non-refundable once incurred, except where required by law or approved because Holy Finds caused the verified problem.

Current outbound shipping prices, weight rules and delivery estimates are stated in the separate Shipping Policy and should not be duplicated or interpreted differently on this page.

12. International Orders

International returns may depend on the courier, customs process, product type, shipment size and destination-country requirements.

• International returns require written approval before dispatch.
• Customs duties, import taxes, brokerage, storage, clearance and destination fees are generally the customer's responsibility unless Holy Finds confirms otherwise in writing.
• Refunds generally exclude taxes, duties and local charges paid directly to governments, couriers or other third parties.
• A parcel returned because of an incorrect address, customer unavailability, refusal, missing import documents or unpaid customs charges may be refunded only after deducting resulting shipping, return, storage, customs and handling costs.
• Holy Finds is not responsible for customs or carrier delays outside its reasonable control.

13. Contact Holy Finds

Contact us for a return request, damaged-product report, cancellation request, refund question or replacement enquiry.

14. Related Store Policies

Customers should review all applicable policies before placing an order:

Return and Refund FAQs