WARRANTY
MAINTENANCY
REPAIRS N'
ADJUSTMENT.
Hölden provides extended warranty for two years and covers manufacturing and assembly defects, motor malfunctions, broken springs and compression springs, replacement of bearings or screws.
You only have to pay the shipping cost. After two years, repairs are paid for.
The warranty does not cover broken parts or damage due to falls, improper contact with liquids and any chemical leaks that generate corrosion in the motor, making it unusable.
If you have any of these problems with your machine you can contact handmade.holde@gmail.com assuming the corresponding costs, which will be evaluated once the machine is received.
To make your warranty valid just write a message to handmade.holden@gmail.com with the data specified below:
Purchase order / Name and Surname / Photos or Videos of the machine explaining the problems.
Data for shipment after repair:
International
Name and Surname / Phone number / Mail / Street and number / apartment or house / Zip code / Reference address / Commune
In international cases it is important to send your machine preferably by DHL Express / FedEx and protected by bubble wrap.
CL
Name and Surname / Rut / Phone number / Mail / Street and number / apartment or house / Postal code / Reference address / Commune / Transport service that you want to send after the repair.
Inside should contain a note with the same data requested above for internal organization and expedite the service.
(If you have purchased your machine second hand, be sure to ask for the purchase order issued by holden).
Machines with expired warranty are still holden's responsibility, therefore after the two years of warranty you can send your machine for repair or maintenance without problems, but it will be subject to a cost that will be evaluated according to the problem that the machine presents. Upon payment, the machine will be repaired and shipped.
We can send springs / compression springs / or rings / thumbscrews for your personal exchange, but we do not send parts such as bearings, motors or chassis parts, and the exchange will only be done by holden.
The service takes an average of 5-10 working days depending if there are more repairs scheduled.
FRECUENTLY
ASKED
QUESTIONS
How can I buy?
You can leave a message on Instagram specifying which machine you want to buy or send us an email with the following details for a quote:
International
Name and Surname / Phone number / Mail / Street and number / apartment or house / Zip code / Address reference / Commune
🇨🇱
Name and Surname / Rut / Phone number / Mail / Street and number / apartment or house / Zip code / Reference address / Commune / Transport service you wish to use
It is important to fill in all the requested fields in order to manage the shipment to the transport service you select.
If you are shopping at 🇨🇱 you can pay the shipment before receiving it (valid for Correos Chile) otherwise you will have to pay the shipping company when you receive it.
If you accept the purchase of your tool you must attach a proof of payment in response to the same mail to be dispatched as soon as possible by the transport company.
Once the purchase is made, it is assumed that the customer understands all the points mentioned above.
Values vary according to the model and final finish of each machine.
How can I pay?
In the international case you can pay by bank transfer or Wise Pay in USD / EUR / CLP.
If you are from 🇨🇱 you can do it with your credit / debit card through approved apps in the national territory as Mach, Tenpo or banks.
Can only professionals buy?
The machines are recommended for professionals but, they can be used by beginners under their responsibility. Anyway you can keep in touch to share references of use if you need help.
What are the shipping methods?
International by CC / DHL Express / FEDEX
Shipments for all 🇨🇱 are made through Correos Chile or the shipping service you trust.
How long do I have to wait to receive my machine?
The shipment should take no more than 7 working days from receipt of payment. Once received by the carrier, it will depend on that company how long it takes to reach its destination. In international cases it could take between 20 to 30 days, but sometimes the time is less. For shipments to 🇨🇱 it should not take more than 10 business days. You just have to wait calmly.
Hölden does not work directly with delivery companies, they are external services, with internal operation protocols in which we do not have any interference. The order is assembled according to the customer's specifications, being the customer the one who chooses the method to receive his order (being always available the option of in-person pick up), so our responsibility with the package ends when it is delivered to the Courier, since it is the customer who chooses and hires such service, being also the customer the one in charge of the payment of the same. Holden is only the intermediary.
Tracking your order
You can check the shipping status of your package with the tracking number that we will send to your email when your order is shipped.
Please note that, for those distant or difficult to reach places in the country, it may involve other delivery times.
If this is your case, before making the purchase, we recommend you to inform yourself previously about the transfer times of parcels to your location and, above all, to make sure that the carrier you have selected carries out the delivery of your order on your location.
Do you accept custom orders?
At the moment we only publish machines with specific finishes, but if you need a custom finish please contact us by email to evaluate details (may be subject to additional charge).
What happens if I receive the wrong machine?
In case you receive a product that does not match the purchase order, you must return the product so we can send you the correct one.
In this case Holden assumes the cost of shipping the product back to you. To corroborate that the return is being made, you must send an email to handmade.holden@gmail.com with the purchase order of your machine and the proof of shipment delivered by the shipping service.
The shipment must have total protection of the product to ensure an optimal transfer.
The product must be presented with the corresponding proof of purchase (order) and must be in the same conditions in which it was sent, that is to say, it must not present any damage in its packaging or in itself. Therefore, a photographic and video record must be sent to corroborate the current state of the packaging, the product and its correct functioning.
What happens if I receive my machine broken?
In case your machine arrives damaged or broken, you must immediately notify the transport company and Holden, in order to manage the full refund of the money to be delivered by the transport company for the damaged product. Once the money has been received by the transport agency to Holden, the customer is given the option to choose whether he/she wants a refund or a product with the same characteristics.
If you have any further questions, please contact us at: