Returns & Warranty

Return & Refund Policy – Holtrow®

Looking to return your order? No problem. If a product you purchased from Holtrow does not meet your expectations, we’re here to help.

Please review the details of our returns policy below.

30-Day Satisfaction Guarantee

Every Holtrow device comes with a 30-day satisfaction guarantee. If you’re not happy with your purchase for any reason — including if you’ve used it and it isn’t for you — you may return it within 30 days of the delivery date for a refund of the purchase price.

Please note:

• Return shipping is at your expense. Holtrow does not cover the cost of return shipping unless the item is confirmed faulty or incorrect.
• We strongly recommend a trackable shipping method — we cannot refund items that do not reach us.
• Items must be returned complete, with all accessories, components, and packaging.
• Refunds are issued to the original payment method once the return has been received and inspected.

To start a return, email info@holtrow.com with your order number.

Faulty or Incorrect Items

If your order arrives damaged or incorrect, please report it within 5 days of delivery with photos or video, and we will send a replacement or issue a refund at no cost to you.

If your device appears not to be working, contact our support team first — most issues (including not feeling any sensation from stimulation devices) are resolved with a quick troubleshooting check, as sensitivity to stimulation varies from person to person. If our team confirms a genuine fault, the item is repaired, replaced, or refunded under the 1-year warranty below.

Exchanges

Exchanges are processed as store credit once the returned item is received and approved.

For urgent exchanges, we recommend placing a new order. Store credit will be issued once your return is processed.

Conditions for Returns

All returned items must:

• Include the original packaging, tags, accessories, and components where applicable
• Be in clean, undamaged condition — normal signs of careful use within the 30-day guarantee period are fine
• Be securely packaged to prevent damage during return transit

Items damaged through misuse, improper handling, or alteration will not be accepted and may be returned to the sender.

Non-Returnable Items

The following items are not eligible for return:

• Final sale or clearance items (unless faulty or incorrect)
• Items damaged due to misuse or improper handling
• Items returned without original packaging or components

1-Year Warranty

Every Holtrow product is covered by a 1-year limited warranty from the date of delivery, covering manufacturing defects in materials and workmanship.

The warranty does not cover damage caused by normal wear, misuse, accidents, improper handling, or unauthorised repairs or modifications.

Return shipping costs for warranty claims are not covered by Holtrow. Customers are responsible for the cost of shipping the item back to us. If your claim is approved, we will repair or replace the item and ship it back to you at no charge.

To make a warranty claim, please email info@holtrow.com with your order number, a description of the issue, and photos or video where possible.

How to Start a Return

To initiate a return, please email info@holtrow.com with:

• Your order number
• The item(s) you wish to return
• The reason for the return

Our support team will provide return instructions once your request is approved.

Return instructions include the return address. Please ensure your order number is clearly included inside the package.

Return Centre

Holtrow’s return centre is located in Hangzhou, China. All returns and warranty items are shipped there for inspection.

• The full return address is provided with your return instructions once your request is approved — please don’t ship anything before you receive them.
• Returns are international shipments. Use a trackable service, keep your tracking number, and allow extra time for transit and customs clearance.
• Mark the customs declaration as “returned goods” and state the item’s value — incorrectly declared parcels can be delayed or refused at customs.
• Include your order number inside the package.

Return shipping to Hangzhou is at your expense unless the item is confirmed faulty or incorrect (see above). If you have any questions before sending, email info@holtrow.com.

Damaged, Lost, or Delayed in Transit

If your order included Worry-Free Purchase® (the Seel coverage offered in your cart), it is protected against items lost in transit, items damaged in transit, packages stolen or missing after delivery, and shipments that are significantly delayed. The fastest path is Seel’s self-service resolution portal — most claims take a few minutes to file:

Go to resolve.seel.com/holtrow
Enter the email address you used at checkout and your order number (it’s in your confirmation email, e.g. #1234).
Select the affected item, choose what happened — lost, damaged, stolen, or delayed — and follow the prompts. For damage, have a photo of the item and its packaging ready.

You’ll receive email updates as your claim is reviewed, and you can check its status any time in the same portal.

If your order didn’t include Worry-Free Purchase®, or you’re not sure, email info@holtrow.com with your order number and a photo, and we’ll make it right.