Refund policy

Return & Refund Policy

Non-Returnable Items (Health & Safety)

For the health and safety of your pets, the following items cannot be returned or exchanged once opened:

  • Cat litter
  • Pet food (cat food, dog food)
  • Pet treats
  • Pet medication/supplements

Unopened items in these categories are eligible for return under our standard return policy below (see "Eligible Returns"), subject to the restocking fee and return shipping cost.

Damaged or Defective Items

If your order arrives damaged or defective:

  1. Please photograph the item and packaging immediately upon receipt.
  2. Contact us at hello@holodao.ai within 48 hours of delivery with your order number and photos.
  3. We will review and arrange a replacement, refund, or store credit as appropriate — no restocking fee applies to damaged/defective claims.

Claims submitted after 48 hours may not be eligible for replacement or refund.

Eligible Returns (Change of Mind / No Reason)

For eligible, non-restricted items:

  • Return requests must be initiated within 14 calendar days of delivery. Requests submitted after 14 days will not be accepted.
  • Items must be unused, unopened, and in original packaging.
  • A restocking fee of 20% of the product price will be deducted from your refund, in addition to the actual return shipping cost, both of which are the customer's responsibility.
  • You must contact us first to request return authorization, instructions, and the correct return address before sending anything back.
  • Returns sent without prior authorization will not be accepted or refunded.

How to Request a Return

Email us at hello@holodao.ai with your order number and reason for return. We will respond with return eligibility, instructions, and the return shipping address.

Refund Processing

Once your return is received and inspected, we will notify you of approval status. Approved refunds will be issued to your original payment method. Processing time depends on Shopify's payment processing timeline and your bank or card provider's posting time, and can vary case by case.

Order Cancellations

  • You may cancel your order yourself within 24 hours of placing it, directly through our system.
  • After 24 hours, please contact us — whether we can cancel your order will depend on whether it has already shipped.
  • If your order cannot be cancelled (e.g., it has already shipped), please wait until you receive it and then contact us to request a return, subject to our Return & Refund Policy above.

Exchanges

We currently do not offer exchanges. If you'd like a different item, please initiate a return (subject to the policy above, including the non-returnable items list) and place a new order.