Refund policy

Refund Policy

At Holonest (Fernway brand), your satisfaction is our priority. This policy sets out your rights regarding returns, cancellations and refunds, in accordance with European Union consumer law.

1. Right of withdrawal

In accordance with European Directive 2011/83/EU, you have 15 days from the date you receive your order to exercise your right of withdrawal, without having to give any reason. This period exceeds the minimum of 14 days required under European law.

2. Return conditions

To be eligible for a return, the item must be unused, in its original condition and in its original packaging. You must be able to provide proof of purchase (invoice or order confirmation).

3. Return costs

Return shipping costs are borne by the customer. We recommend using a tracked service and keeping your proof of postage, as we cannot guarantee receipt of your returned parcel.

4. Return procedure

To initiate a return, please contact us by email at fernway.contact@gmail.com, quoting your order number. We will then provide you with the return address and instructions to follow.

5. Refunds

Once we have received and inspected the returned item, we will notify you whether your refund is approved or declined. If approved, the refund will be issued to your original payment method within a maximum of 14 days. The refund covers the price of the item; return shipping costs remain your responsibility.

6. Damaged or defective items

If you receive an item that is defective, damaged or not as described, please contact us immediately at fernway.contact@gmail.com. Under the legal guarantee of conformity, we will arrange a replacement or a full refund, including shipping costs. Our lighting also comes with a 2-year warranty on the cord and socket.

7. Contact details

Holonest
4 Avenue de Colmar, 68100 Mulhouse, France
Business ID (SIREN): 841634660
Email: fernway.contact@gmail.com