Returns & Exchanges

Last updated: July 28, 2026

This Returns & Exchanges Policy applies to purchases made from https://co.hollyland.com/, operated by Avcom Colombia SAS.

1. Right of Withdrawal

For eligible online purchases, you may exercise the statutory right of withdrawal (derecho de retracto) within five (5) business days from delivery of the product, in accordance with Article 47 of Colombia's Law 1480 of 2011.

To exercise this right, email store.co@hollyland.com within the applicable period and include your order number, contact information, the product you wish to return, and proof of purchase. We may request photos to help identify the product and its condition.

2. Return Conditions

The product must be returned by the same means and in the same condition in which it was received. It must be unused and include its complete original packaging and contents, including, where applicable, the box, bags, protective materials, manuals, accessories, labels, dongles, cables, and promotional items.

A product that has been used, or whose original packaging is opened, damaged, deteriorated, or incomplete, may not qualify for the statutory right of withdrawal because it is not in the condition in which it was received. We will inspect all returned products before approving a refund or exchange. This condition does not limit rights relating to defective products or the statutory warranty.

3. Return Shipping Costs

When you exercise the statutory right of withdrawal, return transportation and other return-related costs are paid by the customer, as provided by Colombian law.

If we confirm that a product is defective, damaged upon delivery, incorrect, or otherwise covered by the statutory warranty, Avcom Colombia SAS will arrange or cover transportation as required by applicable law.

4. Refunds

Once the return is received and approved, we will refund the full amount paid for the eligible returned product without deductions or withholdings. We aim to process approved refunds within 15 business days after the withdrawal request and, in all cases, within the maximum period required by applicable law.

Refunds will normally be issued through Mercado Pago when the funds are available through that platform. If a refund cannot be completed through the original payment platform, we may request the necessary bank information to complete the refund. Your financial institution may require additional time to post the funds.

5. Products That Cannot Be Accepted

We cannot accept a return or exchange for products damaged by causes unrelated to an original defect or our fulfillment, including accidents, impacts, misuse, unauthorized repair or intervention, voltage surges, improper installation, liquid damage, or natural events.

The statutory exceptions to the right of withdrawal under Colombian law also apply. None of these exclusions limits any mandatory statutory warranty or other non-waivable consumer right.

6. Defective Products and Statutory Warranty

If a product is defective, has a quality or suitability issue, or does not match the order, contact store.co@hollyland.com. Our local after-sales team will review the case and provide the remedy available under Colombian consumer law, which may include repair, replacement, or refund where legally applicable.

Please provide the order number or other information that allows us to verify the purchase. Warranty rights will not be denied solely because the original invoice is unavailable when the purchase can be verified by other means permitted by law.

7. Return Procedure

1. Email store.co@hollyland.com before sending the product.
2. Include your order number, contact details, request type, reason, and supporting photos where relevant.
3. Wait for return authorization and packing or shipping instructions.
4. Package the product securely with all original contents and retain proof of shipment.
5. Send the authorized return to the address confirmed by our customer service team.

Returns sent without prior authorization may be delayed or may not be identifiable.

8. Return Address

Carrera 22 # 84-27, Colombia

This address is a logistics and return facility. It is not a walk-in retail location. Do not deliver or collect products in person unless our customer service team has expressly confirmed an appointment.

9. Returns Not Approved After Inspection

If inspection shows that a product does not meet the applicable return or exchange requirements, we will explain the reason and provide instructions for collection or reshipment, subject to applicable law. The customer may be responsible for the cost of returning a non-approved product to them when the issue is not covered by the statutory warranty.

10. Contact

• Company: Avcom Colombia SAS
• After-sales email: store.co@hollyland.com
• Registered address: Carrera 22 # 84-36, Colombia

This Policy does not restrict any mandatory consumer rights available under Colombian law.