Politique de remboursement

Last Updated: 28/08/2025

Welcome to HollowKnight-Merch.com!
Just as the Knight explores the winding tunnels, hidden chambers, and forgotten corners of Hallownest, your shopping experience should be exciting, safe, and worry-free. We want every piece of Hollow Knight merchandise you receive to feel like a treasure from the depths. This policy explains how to return, exchange, or request a refund for your items. Following these steps ensures your experience remains smooth and hassle-free.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • Return Window: Returns must be initiated within 14 days of receiving your order. This allows you to inspect your items while enabling us to process returns efficiently.

  • Item Condition: Items must be unused, undamaged, and returned in their original packaging, including all tags, accessories, or inserts. Items showing signs of wear, damage, or misuse may not be accepted.

  • Non-Returnable Items: Some items cannot be returned to preserve quality and fairness:

    • Personalized or custom-made items

    • Final sale or clearance items

    • Digital products, gift cards, or downloadable content

These rules help ensure that all fans of Hallownest receive high-quality merchandise.

2. How to Return an Item

To start a return, follow these steps carefully:

  1. Contact Our Support Team: Email support@hollowknight-merch.com with your order number and a clear explanation of your reason for return. Include photos if relevant.

  2. Receive Return Authorization: After reviewing your request, we will issue a Return Authorization (RA) number and provide the return address. Include the RA number in your package; returns without it may not be processed.

  3. Ship Your Return: Unless the item is defective or damaged, return shipping costs are the customer’s responsibility. We recommend using a trackable shipping service or shipping insurance, as we cannot be responsible for lost packages.

Following these steps ensures your return is handled quickly and efficiently.

3. Exchanges

If you want to exchange an item for a different size, color, or variant:

  • Follow the standard return process for the original item.

  • Place a new order for the replacement item to ensure availability.

Exchanges are treated as separate transactions, allowing us to maintain accurate inventory and process your request smoothly.

4. Refunds

Once we receive and inspect your returned item, we will notify you regarding the approval or denial of your refund.

  • Processing Time: Approved refunds are typically processed within 5–10 business days to your original payment method. Timing may vary depending on your bank or payment provider.

  • Partial Refunds: In some cases, partial refunds may apply, including:

    • Items returned in a condition different from the original (missing pieces, signs of wear, or damage)

    • Late returns accepted under exceptional circumstances

Our goal is to make the refund process transparent and stress-free, so you can shop with confidence.

5. Damaged or Defective Items

If you receive a damaged, defective, or incorrect item, contact support@hollowknight-merch.com immediately with:

  • Photos of the item and packaging

  • A description of the issue

We will provide either a full refund or a replacement at no extra cost to ensure your Hollow Knight collection stays complete and in perfect condition.

6. Late or Missing Refunds

If your refund hasn’t appeared after 10 business days:

  1. Check with your bank or payment provider, as processing times may vary.

  2. If the refund still hasn’t appeared, contact support@hollowknight-merch.com. We will investigate and ensure your refund is processed promptly.

7. International Returns

For our fans outside [insert your main country here]:

  • International returns are accepted within the 14-day window, but return shipping costs are the customer’s responsibility unless the item is damaged or defective.

  • Customs fees, import duties, or other taxes incurred during return are also the customer’s responsibility.

  • Use a trackable and insured shipping method to avoid lost or delayed packages.

8. Gift Returns

If you received a Hollow Knight item as a gift:

  • Follow the standard return procedure using the RA number.

  • Refunds for gift purchases will be issued to the original payment method or, if preferred, store credit can be requested.

9. Return Address

All authorized returns must be sent to the address provided with your RA number. Do not send items without prior approval, as they may not be eligible for processing. Include your RA number in the package to help us process your return efficiently.

Thank you for shopping at HollowKnight-Merch.com!
Your support helps us bring the world of Hallownest to fans everywhere. For questions, special circumstances, or order assistance, email support@hollowknight-merch.com. We are here to guide you every step of the way.