Refund policy

Refund and Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item or starting your service to request a return or refund.

1. Services and PLAUD Devices

  • Services: Our services are eligible for a full refund if requested within the 30-day period.

  • Services with PLAUD included: For services that include a PLAUD device at no additional cost, a 100% refund will be issued provided the PLAUD device is returned in acceptable condition.

  • Device Condition: If the PLAUD device is found to be in unacceptable condition, a fee of $155 USD will be withheld to cover the cost of the device, and the PLAUD will be shipped back to you.

2. Return Process

To start a return, please contact us at sales@holateamlatam.com.

  • Logistics: Once your return is accepted, we will send you a courier shipping label.

  • Drop-off: You simply need to take your package to any authorized branch of the designated courier company and drop it off using the provided label.

  • No Address Needed: You do not need to ship the package to a specific address on your own; the entire process is managed via the label we provide.

Note: Items sent back to us without first requesting a return will not be accepted.

3. Eligibility for Physical Products

To be eligible for a return, 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.

4. Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

5. Exceptions / Non-returnable Items

Certain types of items cannot be returned, such as:

  • Perishable goods (such as food, flowers, or plants).

  • Custom products (such as special orders or personalized items).

  • Personal care goods (such as beauty products).

  • Hazardous materials, flammable liquids, or gases.

Unfortunately, we cannot accept returns on sale items or gift cards.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

7. 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. The item must meet the same "original condition" requirements mentioned above.

8. Refunds

We will notify you once we’ve received and inspected your return, 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 note: It can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return and you have not received your refund, please contact us at sales@holateamlatam.com.