Return & Refund Policy
Personalized custom gifts should arrive perfect — and if they don't, here is exactly how we make it right.
30-Day Return Window
You have 30 days from the date you receive your order to request a return or refund. To qualify, items must be unused and in the condition you received them, in the original packaging where possible.
We Will Make It Right — 100%
A free replacement or a full refund (including return shipping on our side) is guaranteed when:
Arrives Damaged or Defective
Your order arrives damaged, broken or defective — send us a photo within 7 days of delivery.
Doesn't Match Your Order
The item you received doesn't match the approved preview or your uploaded photo (wrong image, wrong text, wrong option).
Lost in Transit
Your parcel is lost — after 30 days past the estimated delivery window with no tracking updates, we reship or refund.
Production Errors on Us
Wrong size, poor print quality, or missing accessories — mistakes on our side are always fixed at no cost to you.
Return Shipping — Whose Responsibility?
Because every piece is made to order from your photos, return shipping depends on whose responsibility the issue is:
Our Fault — We Pay Return Shipping
If the item is damaged, defective, wrong, lost, or doesn't match your approved preview, we cover the return postage and send a free replacement or full refund.
Your Fault — You Pay Return Shipping
If you changed your mind, or uploaded the wrong photo by mistake, you cover the return postage. We still process the exchange or refund once the item is back with us.
How to Start a Return or Claim
Message Us
Reach us via the contact page, email support@animeholo.com, or call / WhatsApp +86 130 0309 8779 within 30 days of delivery. Include your order number and a short description of the issue.
Snap a Photo
If the item is damaged or incorrect, attach 1–3 photos showing the problem. This helps us fix the root cause, not just your order.
We Respond Fast
Our team replies within 24 hours on business days with a resolution: replacement, refund or a repair plan — your choice where possible.
Ship It Back (If Needed)
For most quality issues we send a free replacement without asking you to ship the original back. If a return is required, we'll give you the address and confirm who pays the postage.
Where Returns Are Processed
animeholo.com is operated by Hefei Peihui E-Commerce Co., Ltd. (合肥沛汇电子商务有限公司). Our products are handmade and shipped from our production facility in China. If a physical return is required, please ship it to:
Anime Holo (Hefei Peihui E-Commerce Co., Ltd.)
Room 1802, Building 12, Huabang Shijia
Chaohu, Hefei, Anhui 238000
China
Our support team will confirm the return address and instructions for your order — depending on your location and the situation, we may arrange a free replacement without asking you to ship the original back.
Refund Timing
Once we receive your returned item, we issue your refund within 24 hours, back to your original payment method (for example PayPal). There are no extra holding periods.
Order Cancellations
Full cancellation and refund, no questions asked (production may have already started after that).
If production has not started, we will do our best to cancel — message us as soon as possible.
Custom items can no longer be cancelled, but see the guarantees above.
Not Happy? Talk to Us.
We stand behind every wobble, bobble and scent we make. Your satisfaction is the whole point.
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