Refund policy
At Holkie, we want you to feel confident when purchasing our caster wheels. This policy explains when returns, refunds, and exchanges may be available.
Quality Issues: Free Return, Replacement, or Refund
If your item arrives damaged, defective, materially different from its description, or incorrect, please contact us at order@holkieusa.com as soon as possible, preferably within 7 days of delivery.
After reviewing the issue, we may provide one of the following remedies:
- A replacement at no additional cost
- A full refund
- A prepaid return label or reimbursement of reasonable return shipping costs, when a return is required
Please provide your order number, a description of the issue, and clear photos or videos.
For shipping damage, photos of the outer packaging may also be requested.
The 7-day contact period helps us provide faster assistance and does not limit any rights you may have under applicable law.
Returns for Non-Quality Reasons
For non-quality-related reasons, you may request a return within 14 days of delivery.
For these returns:
- Return shipping costs are the customer’s responsibility.
- The item must be unused and suitable for resale.
- The item should include its original packaging, accessories, and manuals.
- The product must not show signs of installation, wear, misuse, or damage.
If the product or packaging has been opened, used, damaged, or returned with missing parts, any refund may be reduced to reflect the condition of the returned item.
This section applies only to voluntary returns for non-quality reasons and does not limit any mandatory rights under applicable law.
Return Authorization Required
Please contact us at order@holkieusa.com before sending any item back.
Once your return request is approved, we will provide the applicable return instructions and warehouse address. Returns sent without prior authorization will not be accepted.
Items Not Eligible for Voluntary Return
The following items are generally not eligible for voluntary returns:
- Casters or wheels that have been installed or show visible wear
- Items damaged through misuse, improper installation, or improper maintenance
- Custom-made or special-size products
- Items returned with missing parts or accessories
- Items returned outside the applicable return period
These exclusions do not affect any rights that cannot legally be excluded.
Exchanges
For an approved non-quality exchange, the replacement item will be shipped after the returned item has been received and inspected. Exchanges are subject to product availability.
If the requested replacement is unavailable, we may offer a refund instead.
Refund Processing
Once we receive and inspect the returned item, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Please allow 5–7 business days for the refund to appear in your account after processing. Your bank or payment provider may require additional time.
Unless otherwise required by applicable law, original shipping charges are non-refundable for non-quality-related returns.
Contact Us
For return or refund questions, please contact:
⭐ Short Summary (Shopper-Friendly)
Quality issue? → Free return, replacement, or refund
Change of mind? → Return shipping paid by customer
Full refund? → Product must be unused and suitable for resale
Opened/used? → Partial refund depending on condition
No authorization → Return not accepted