City of Shadows [The Dark]

Thank you for shopping at Holo Haven!

We offer refund and/or exchange within the first 30 days of purchase or delivery of your eligible items (see below for limits of eligibility), whichever comes second. If 30 days have passed since purchase or delivery, you will not be offered a refund and/or exchange of any kind.

Eligibility for Refunds and Exchanges

• Your item must be unused and in the same condition that you received it.
• The item must be in the original packaging. 
• To complete your return, we require a receipt or proof of purchase.
  
• Only regular priced items may be refunded, sale items cannot be refunded.
• If the item in question was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.

Exchanges (if applicable)

• We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@holohaven.com or bring the item in to the store you purchased from and ask for an exchange.

Exempt Goods
The following are exempt from refunds:

• Gift cards
• Un-sealed (raw) trading cards
• Product purchased as a preorder

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Late or missing refunds

If more than 10 business days have passed since we’ve approved your return and you have not received your refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

If you have done all of this and you still have not received your refund yet, please contact us at sales@holohaven.com. Our team will return your email within 1 business day to help find your refund.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start the Return or Exchange Process

To start a return, you can contact us at sales@holohaven.com or return to the Holo Haven retail store where you purchased your product. If your product falls within the return policy as described above and the product was purchased online, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please do not send product back to the manufacturer. 

Holo Haven
C/O Returns Department
1018 13th St
Phenix City, AL 36867

Please include a copy of your receipt or packing slip in the package when you return your item.

Shipping costs are non-refundable! If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.