Return Policy

Return Policy

Because each DearHolo Pet Hologram Box is paired with a personalized AI generation based on your specific pet photos, our refund policy is designed to be fair to both you and our team — while respecting the unique nature of this personalized product.

Quality & Damage Issues

If your DearHolo box arrives with a quality issue or is damaged during shipping, we’re here to make it right.

Steps to take:

  • Contact us within 14 days of delivery at hello@dearholo.com
  • Provide your order number and clear photos of the issue

Once confirmed, we will:

  • Ship a replacement unit immediately at no cost to you, or
  • Issue a full refund (including original shipping cost)

Change of Mind / “I Don’t Like It”

Because your DearHolo box is made to order with personalized AI generation based on your pet photos, we generally do not accept returns or offer refunds for change of mind.

This includes situations where:

  • You simply don’t like the 3D effect (if it accurately reflects your photos)
  • You no longer want the product
  • You ordered the wrong product by mistake

Exception: In rare cases and at our discretion, if we agree to accept a return, the following conditions apply:

  • Item must be unused, unopened, and in original packaging
  • Return shipping cost is paid by you
  • Original shipping cost is non-refundable
  • A 15% restocking fee applies (covers inspection and data wiping)
  • Refund will be processed after we receive and inspect the returned item

Return Address

If a return is approved, we will provide you with the return shipping address via email after confirming your case.

Please do not send any items back without prior approval — returns sent without approval may not be identified or processed.

For international returns, please note that any customs duties, taxes, or import fees incurred during the return process are your responsibility.

Refund Processing Time

Once your refund is confirmed, we’ll notify you by email. The refund will be issued to your original payment method within 10 business days.

Please note: Your bank or credit card company may take additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund and you haven’t received it, please contact us at hello@dearholo.com.

Questions?

If you have any questions about our Return Policy, please email us at hello@dearholo.com. We typically respond within 24 hours.