Terms and Conditions of Sale

5.1 Delivery costs and terms

Delivery may be made to HOLI HAI's headquarters, to a pick-up point or to the Customer's home in mainland France and Corsica. The type of transport, delivery time and associated costs will be specified when the order is placed, depending on the delivery location, the nature of the Products ordered and the type of service chosen by the Customer.

In cases where the respective availability dates of the Products in an order differ, HOLI HAI will offer the buyer the option of splitting their order. In the event of split delivery, delivery charges will be applied to each part of the order. If split delivery is not possible, delivery will take place on the date when all the Products ordered are available.

Any order containing a custom-made product cannot be split and will necessarily be delivered in its entirety by carrier to the delivery address specified by the Customer.

5.1.1 Click & Collect delivery

Once an order for a Product eligible for this delivery method has been placed on the Website, HOLI HAI will send an order confirmation email to the Customer allowing them to collect their Product within fourteen (14) days, on a date and at a time agreed in advance with HOLI HAI.

Upon receipt of the order confirmation email, the Customer has fourteen (14) days to withdraw their order. After this period, the order is cancelled and the Product is returned to the store's stock, and the Customer is refunded within fourteen (14) days for the amount of their order using the same payment method used for their purchase.

In the event that the Product ordered cannot be delivered to the Customer within fourteen (14) days of placing the order, the Customer shall be refunded for their order.

To collect their parcel from HOLI HAI's headquarters, Customers must go there and present a valid form of identification along with their order number, which can be found in their order confirmation email.

5.1.2 Delivery to a collection point or home address

Delivery of small items is handled by courier services. HOLI HAI offers several delivery methods for orders, which are specified during the order confirmation process, including:

• Home delivery with signature: the parcel is delivered by hand to the specified delivery address and requires a signature upon receipt.
• Delivery to a collection point: the parcel is made available at a partner collection point of your choice.

The delivery of bulky items or furniture is carried out by a carrier specialising in furniture delivery.
The delivery date and time slot are agreed between the Customer and the carrier. Products delivered to the Customer's home are delivered to the delivery address provided by the Customer when placing the order. Unless the Customer specifies a different delivery address, the delivery address for the Products will be the postal address provided by the Customer in their Account. The carrier and delivery terms vary depending on the size of the order. It is the Customer's responsibility to check the delivery terms when confirming the order.
It is the Customer's responsibility to check prior to ordering, particularly in terms of size and volume, that the Products can be transported via the normal access routes to the delivery location (stairs, lift, etc.). The Customer is responsible for renting any equipment required to deliver to the desired location.

The Customer will be responsible, where applicable, for assembling the flat-pack furniture delivered.

The inability of HOLI HAI's carriers to deliver the Products on the agreed date, in the event of the Customer's absence or failure to provide information on the need to use specific means of delivery, may result in the payment of additional delivery charges and/or cancellation of the order by HOLI HAI.

5.2 Receipt of products

5.2.1 Proof of Delivery

Delivery shall be deemed to have been made upon physical availability of the Product to the Customer (or to a third party designated by the Customer, other than the carrier proposed by us).

For deliveries to a collection point or to your home with signature, this provision is confirmed by the signature of the delivery receipt (paper or electronic) or the collection slip by the Customer or any person duly authorised by the Customer. This signature constitutes proof of proper receipt of the parcel and transfer of risks (loss, theft, damage) to the Customer. From that point on, you become responsible for the Product.

5.2.2 Checking the Parcel and Products upon Receipt

The Customer is urged to carefully check the condition of the parcel and the Products when they are delivered by the carrier or at the collection point, before signing the delivery receipt or collection note.

This verification must cover:

• The condition of the packaging: ensure that there are no signs of it having been opened, damaged, damp or obviously degraded.
• L’Product integrity : check that the Products themselves are not damaged, broken or incomplete.
• Product conformity: ensure that the Products delivered correspond to the order (item numbers, quantities).

• In the event of a visible and obvious anomaly (e.g. crushed or opened package, broken, missing or non-compliant product) being noted au moment de la remise et avant signature, le Client devra impérativement :

  • Write clear, specific, dated and signed reservations on the delivery receipt or collection note. Describe the nature of the problem precisely (e.g. ‘package torn on the side’, ‘Product X broken’, ‘1 item Y missing’). General statements such as ‘subject to unpacking’ have no legal value.
  • Refuse the parcel if the damage is significant and the Product is unusable.
  • Take photographs of the parcel and the damaged Products before reporting them.

  In all cases of anomalies noted upon delivery (with or without refusal of the parcel), the Customer must inform HOLI HAI as soon as possible, and no later than three (3) working days after the delivery date, by email to hhicc@holi-hai.com. Please attach any photographs taken and a copy of the reservations made with the carrier to your report.

   

  5.3 Product returns

  No unsolicited returns will be accepted and must therefore be notified in advance to HOLI HAI:

  • Either by email to hhicc@holi-hai.com;
  • Either by registered letter with acknowledgement of receipt to the following address: HOLI HAI – 8 chemin des Demoiselles – 35300 FOUGERES.

  However, we are committed to making returns easy for you, regardless of the size of your parcel or the return channel you choose. Procedures vary slightly depending on the return method.

1. Return via Carrier (Small Parcels: Post Office, Collection Points)

This return method is ideal for small and medium-sized items that can be sent by post or dropped off at a collection point.

• Procedure:
  
  1. Demande de retour : Adressez-nous votre demande de retour par e-mail à hhicc@holi-hai.com. Indiquez clairement la raison du retour (rétractation, non-conformité, vice caché, etc.) et votre numéro de commande.
  2. Confirmation and Return Label: Once your request has been validated, we will email you either a pre-paid return label (if the return is at our expense, e.g., non-conformity) or a standard return label. In the latter case, the return costs will remain your responsibility.
  3. Preparing your parcel: Carefully wrap the product in its original packaging, complete with all its accessories and documentation. Affix the returns label clearly visible on the parcel.
  4. Expédition :
     
     • En point relais : Déposez votre colis dans le point relais le plus proche de chez vous (liste fournie avec l’étiquette).
     • À domicile (si option proposée) : Si cette option est disponible, le transporteur viendra collecter le colis à votre domicile à la date convenue.
     • Via La Poste : Déposez le colis dans le bureau de poste de votre choix.
• Tracking: A tracking number will be associated with the return label, allowing you to track the delivery of your parcel.
• Processing time: Once the parcel has been received and checked by our services, your return (refund, exchange, credit note) will be processed within 5 to 10 working days.

2. Return to Store (Applicable only to Large Parcels and Bulky Items))

For large or particularly fragile handcrafted items.

• Procedure:
  
  1. Product Preparation: Package the product in its original packaging, complete with all its accessories and documentation.
  2. Booking an Appointment: Contact us by email at hhicc@holi-hai.com so we can arrange your visit.
  3. Collection from our Premises: Visit us at 8 chemin des Demoiselles – 35300 FOUGERES, at the agreed day and time.
  4. Required Documents: Please present your proof of purchase (invoice or order confirmation) and a form of identification.
  5. Verification and Processing: Our team will check the condition of the product and the compliance of the return. Processing (refund, exchange, credit note) may be initiated immediately during your visit or within a few days, depending on the nature of the return.
• Advantages: No return transport costs, possibility of obtaining immediate advice and assistance.

3. Return by Specialised Carrier (Large Parcels and Bulky Items)

For large or particularly fragile handcrafted items, a specialised carrier will be commissioned.

Processing time: Due to the specific logistics involved in handling large parcels, the processing of your return (refund, exchange, credit note) may take between 7 and 15 working days from the date of receipt of the item at our premises.

Procedure:

1. Specific return request: Contact us by email at hhicc@holi-hai.com to arrange the return. Specify the nature of the item and the reason for the return. Photos may be requested to assess the condition of the product.
2. Making an appointment: If the return is at our expense (e.g. non-compliance, hidden defect), we will instruct a specialist carrier who will contact you to arrange a collection appointment at your home. Otherwise, we will provide you with the contact details of a carrier whom you will need to contact to arrange the return at your own expense.
3. Packaging: It is your responsibility to package the item very carefully in its original packaging, or equivalent packaging offering maximum protection for transport. Please do not hesitate to ask us for advice on packaging. Any damage due to insufficient packaging may result in a refusal of reimbursement or a deduction.
4. Collection: The carrier will collect the product on the agreed date and time. You will be given a collection note.

General Return Policy for all channels

• Product condition: All products returned, regardless of the reason, must be in their original condition, new, unused, undamaged, and complete (packaging, accessories, documentation, etc.) in order to be resold.
• Deadlines: It is essential that you comply with the legal withdrawal period (14 days) or the specific deadlines for returns due to non-compliance/hidden defects.
• Return costs: You are responsible for the return costs in the event of withdrawal. We will cover these costs in the event of non-compliance, hidden defects or proven damage during transport.
• Refund: The refund will be made using the same payment method used for the purchase, unless you expressly agree to another method. It will be made after receipt and verification of the returned product.

The reasons for return are detailed in sections 5.3.1 to 5.3.5 below.

5.3.1 Cancellation of the order

HOLI HAI offers the Customer the option to withdraw from their commitment and cancel their order. No partial cancellations of orders will be possible.

Once the order has been confirmed, it can be cancelled within a maximum period of twelve (12) hours, as long as it has not been prepared or dispatched. The Customer is invited to contact our Customer Service Department on 07 88 08 20 39 or by email at hhicc@holi-hai.com, to check whether it is possible to stop the preparation of their order.
If the order can be cancelled, the Customer will receive an email confirming the cancellation and will be refunded within fourteen (14) days of the order being received by HOLI HAI, using the same payment method used for the purchase.

Beyond this period, if the order can no longer be cancelled and the Customer wishes to cancel their order, the Customer must inform the carrier that they do not wish to receive the delivery:  

• Delivery to a collection point: the Customer must refuse their order and then contact HOLI HAI customer service to obtain a refund. 
• Home delivery: the customer must inform the carrier when making the appointment that they do not wish to receive the delivery or refuse the order upon delivery, then contact HOLI HAI customer service to obtain a refund.

In both cases, return costs shall be borne by the Customer. The amount of these costs depends on the price of the returned products and will be communicated by email in response to the Customer's request. These return costs will be automatically deducted from the refund for the returned items.

At a collection point, if the Customer does not collect their order within five to nine (5 to 9) days, depending on the transport provider, the order is cancelled and returned to us, and HOLI HAI checks the condition of the product.
The Customer will be refunded within fourteen (14) days of the amount of their order using the same payment method used for their purchase, from the date of receipt of their order by HOLI HAI.
In this case, the return costs will be borne by the Customer.
The amount of these costs depends on the price of the returned products and will be communicated by email in response to the Customer's request.
These return costs will be automatically deducted from the refund for the returned items.

In the case of home delivery, if HOLI HAI's carriers are unable to deliver the Products on the agreed date because the Customer is absent on the first two delivery attempts, HOLI HAI will cancel the order. The order will be returned to us and HOLI HAI will check the condition of the product.

The Customer will be refunded within fourteen (14) days of the amount of their order using the same payment method used for their purchase, starting from the date of receipt of their order by HOLI HAI.
In this case, the return costs shall be borne by the Customer.
The amount of these costs depends on the price of the returned products and will be communicated by email in response to the Customer's request.
These return costs will be automatically deducted from the refund for the returned items.

5.3.2 Returns for Right of Withdrawal

In accordance with the legal provisions in force, you have a period of fourteen (14) days from receipt of your order to exercise your right of withdrawal without having to justify your reasons or pay a penalty.

This right of withdrawal applies to all HOLI HAI products, with the exception of customised products and digital products. All returned products must be in perfect condition so that they can be resold as new, in their original packaging, accompanied by their accessories and invoice.

Exercising the right of withdrawal: To exercise your right of withdrawal, you must notify us of your decision by means of an unambiguous statement:

• Either by email to hhicc@holi-hai.com;
• Either by registered letter with acknowledgement of receipt to the following address: HOLI HAI – 8 chemin des Demoiselles – 35300 FOUGERES.

You may use the withdrawal form available on our website, in Appendix 1 (at the end of these GTC).

Return of products: From the date of notification, the Customer then has fourteen (14) days to return the products concerned in accordance with the HOLI HAI return conditions set out above.

Products must be returned in their original condition, complete (packaging, accessories, instructions, etc.) and new, so that they can be resold. You are responsible for the return shipping costs.

HOLI HAI reserves the right to refuse reimbursement for returned products if they have been visibly used or damaged by the Customer and this use or damage renders the products unsuitable for sale, or if the products do not correspond to the references stated for the return.

In the event of damage or signs of wear on returned products, or any other depreciation resulting from handling other than that necessary to establish the nature, characteristics and proper functioning of these products, the Customer may be held liable. HOLI HAI also reserves the right to apply a discount to the price of damaged products, taking into account the costs of returning them to new condition.

Refund: If you exercise your right of withdrawal, and subject to compliance with the above conditions, we will refund all payments received from you, including delivery costs (with the exception of additional costs arising from your choice, where applicable, of a delivery method other than the least expensive standard delivery method offered by us) without undue delay and, in any event, no later than fourteen (14) days from the date on which we receive the returned goods. where applicable, a delivery method other than the least expensive standard delivery method offered by us) without undue delay and, in any event, no later than fourteen (14) days from the day on which the relevant products are received at HOLI HAI's premises. We will make the refund using the same means of payment that you used for the initial transaction, unless you expressly agree to a different means.

In the event of a partial return of an order, the delivery costs associated with the initial order, which benefited from a flat rate, will not be refunded.

In the event of a refund by bank transfer, the Customer must provide HOLI HAI with their IBAN so that HOLI HAI can process the refund.

Please note that for products weighing 30kg or more, returns must be organised by HOLI HAI, at the Customer's expense, after contacting Customer Services.

5.3.3 Returns due to non-compliance or hidden defects

We take the utmost care in crafting our creations. If, despite this, you receive an item that does not match your order or has a hidden defect, please notify us within three (3) working days of receiving your order.

Procedure: Contact us and attach photos of the non-compliant or defective product:

• Either by email to hhicc@holi-hai.com;
• Either by registered letter with acknowledgement of receipt to the following address: HOLI HAI – 8 chemin des Demoiselles – 35300 FOUGERES.

We will review your request and let you know how to proceed.

Coverage of return costs: We will cover the return shipping costs.

Options: After verifying the non-compliance or hidden defect, we will offer you, depending on the circumstances and our options, a replacement item, a credit note or a full refund.

5.3.4 Returns for damaged items

Despite the care taken in packaging your orders, it is possible that an item may be damaged during transport.

Procedure: In the event of breakage, it is essential that you notify us within twenty-four (24) hours of receiving the parcel. Please attach photos of the damaged parcel and broken items to your email to hhicc@holi-hai.com.

If a product is found to be damaged during transport, the Customer must note their reservations in a precise and reasoned manner on the delivery note or transport document, dated and signed. Reservations such as “subject to unpacking” are insufficient.

The Customer then has three (3) working days from the date of delivery to confirm their reservations to HOLI HAI, or ten (10) days if the carrier did not allow the Customer to check their order and no note could be made on the delivery note.
These reservations must be sent to HOLI HAI:

• Either by email to hhicc@holi-hai.com;
• Soit by registered letter with acknowledgement of receipt to the following address: HOLI HAI – 8 chemin des Demoiselles – 35300 FOUGERES.

Handling: Claims accepted by HOLI HAI will result in the exchange of the product concerned, or its refund if the product is out of stock. HOLI HAI undertakes to refund the return costs for accepted returns.

5.3.5 Missing, incomplete or unordered item

In the event of a missing, incomplete or unordered product upon delivery, the Customer must note their reservations in a precise and reasoned manner on the dated and signed delivery or transport note. Reservations such as ‘subject to unpacking’ are insufficient.

The Customer then has three (3) working days from the date of delivery to confirm their reservations to HOLI HAI:

• Either by email to hhicc@holi-hai.com;
• Either by registered letter with acknowledgement of receipt to the following address: HOLI HAI – 8 chemin des Demoiselles – 35300 FOUGERES.

If the complaint is justified and accepted by HOLI HAI, the Customer will receive the missing products or parts, or, if the product is unavailable, a credit note or refund according to the original payment method. In the case of an unordered product, HOLI HAI undertakes to take back the product in its original packaging, in perfect condition and with its accessories.

For any questions regarding reimbursement terms and conditions, please visit the ‘FAQ Reimbursement terms and conditions’ section on the website: https://www.holi-hai.com/en/faq.