Returns & Refunds - Hollis Forge

Returns & Refunds Policy

Last updated: September 19, 2026

This policy applies to every order placed at https://hollisforge.com and delivered within the United States. It covers damaged, defective, incorrect, lost, and no-longer-wanted items, and it does not limit any right you have under applicable law.

How to start a claim

Email support@hollisforge.com with your order number and a short description of the problem. If the item arrived damaged, defective, or different from what you ordered, attach clear photos or a short video of the item and its packaging. Photos let us settle a claim in one reply instead of several.

Damaged, defective, or incorrect items

Replacement — we send a new item at no cost to you, or
Full refund — returned to your original payment method.

You do not need to send the item back. Orders are dispatched from China, and returning a small garden ornament by international post usually costs more than the piece itself. We would rather you keep it, repair it, or pass it on than spend that money on postage.

Lost or undelivered orders

Tell us if tracking has not moved for 10 business days, or if tracking shows delivered but you cannot find the parcel. We will open an investigation with the carrier. If the parcel is confirmed lost, choose either one replacement or a full refund.

If the carrier confirms delivery to the address on your order, we are not able to refund that order — but we will still help you search for it. Please check the address carefully at checkout: we ship to the address you enter, and we cannot change it once the order has left our warehouse.

Changed your mind, or ordered the wrong item

Email us within 30 calendar days of delivery. We will refund 50% of the item price, or issue 100% of the item price as store credit, and you keep the item — there is nothing to ship back. The original shipping charge is not refunded.

This is offered as a courtesy rather than as a legal right of cancellation. Because we supply from China, no order can be returned to us at a cost that makes sense for either side, so change-of-mind requests are settled in cash or store credit instead of postage. If you are unsure whether a piece will suit your space, email us before ordering — we would rather answer a question than process a claim.

What is not covered

Custom or personalised pieces, and gift cards, cannot be refunded or replaced unless they arrive faulty. Damage caused by misuse, accident, or normal outdoor weathering is not a defect. Slight variation in colour or finish caused by screen settings or lighting is not treated as damage. Items bought from a third-party marketplace are handled under that marketplace’s policy.

Refund timing and method

We email you our decision on every claim. Approved refunds are sent to the original payment method within 10 business days of approval. Your bank or card issuer may take additional time to post the credit. Refunds are issued in the currency you paid in; any conversion difference set by your bank is outside our control.

Cancellations

Email us as soon as you can. If your order has not been dispatched, we cancel and refund it in full. Once it has been dispatched, it is handled under this policy.

Please contact us before opening a payment dispute

If something is wrong with an order, email us first. We reply within two business days and we would much rather fix the problem than argue about it. A card dispute, by contrast, typically takes 30–90 days to resolve and freezes the money for the whole period.

Contact

Hollis Forge
Anxi County, Quanzhou, Fujian, China
Email: support@hollisforge.com