Returns & Refunds Policy
Effective Date: August 16, 2026
Last Updated: August 16, 2026
This Returns & Refunds Policy applies to physical products purchased from Holloway Media & Production (“Holloway,” “we,” “us,” or “our”) through hollowaymedia.org, unless a separate written agreement or manufacturer policy applies.
1. General Return Policy
We want customers to receive products that are accurately described, properly ordered, and in appropriate condition.
Because Holloway sells professional AV equipment, return eligibility may depend on the product, manufacturer, condition, order type, and whether the product has been opened, installed, configured, modified, or used.
Do not ship a product back to Holloway without first obtaining return authorization.
Unauthorized returns may be delayed or refused.
2. Return Request Period
Unless a different period is stated on the applicable product page, quote, invoice, or manufacturer policy, customers must contact Holloway within [30 calendar days] of delivery to request a return.
The return period does not automatically guarantee approval.
Products must meet the applicable eligibility requirements below.
3. Eligible Returns
Subject to the exclusions in this policy, products may be eligible for return when:
The product is unused.
The product is in its original condition.
The product includes all original accessories.
The product includes all manuals and documentation.
The product includes its original packaging where reasonably available.
The product has not been installed.
The product has not been modified.
The product has not been configured or programmed in a manner that makes it unsuitable for resale.
The product is not otherwise excluded by this policy.
The return request is made within the applicable return period.
4. Products That May Be Non-Returnable
Certain products may be non-returnable or subject to manufacturer-specific return requirements.
Examples may include:
Special-order products
Custom-configured products
Custom-built products
Products ordered specifically for a customer
Products that have been installed
Products that have been programmed or configured
Products altered or modified after purchase
Opened software where return restrictions apply
Downloadable software
Digital products
Products restricted by manufacturer policy
Clearance or final-sale products when clearly identified as such
Products that cannot reasonably be resold because of their condition
Products returned outside the applicable return period
The applicable product page or quote may identify additional restrictions.
5. Manufacturer-Specific Return Requirements
Professional AV manufacturers and distributors may impose their own return policies, restocking charges, authorization requirements, or return windows.
Where a product is subject to a manufacturer or distributor return policy, Holloway may be required to follow those requirements.
We will communicate applicable requirements when reasonably known.
6. Restocking Fees
A 15% restocking fee may apply to eligible discretionary returns when permitted by applicable law. The fee may be applied when a returned product requires inspection, repackaging, reconditioning, or other processing before it can be returned to sale.
No restocking fee will generally apply when Holloway ships an incorrect product, when a product is confirmed defective or damaged in transit, or when otherwise required by applicable law.
Special-order, custom, configured, installed, or otherwise non-returnable products may be subject to separate return restrictions as disclosed at the time of purchase.
The existence and amount of any applicable restocking fee will be disclosed clearly and conspicuously before purchase.
7. Damaged Products
If a product arrives damaged, contact Holloway promptly.
Provide:
Order number
Product information
Description of damage
Photographs of the product
Photographs of packaging
Photographs of the shipping label
Do not discard the packaging until Holloway or the applicable carrier/manufacturer advises you that it is no longer needed.
Shipping damage may be handled through a carrier, manufacturer, distributor, or Holloway depending on the circumstances.
8. Defective Products
If a product appears defective, contact Holloway before returning it.
Depending on the product and circumstances, the appropriate resolution may involve:
Troubleshooting
Manufacturer technical support
Warranty service
Repair
Replacement
Return authorization
Refund
A product that appears defective is not automatically treated as a standard discretionary return.
9. Wrong or Incorrect Product
If Holloway sends an incorrect product, contact us promptly.
We will work with you to correct the error.
Where Holloway made the fulfillment error, Holloway will provide appropriate instructions for returning the incorrect product.
10. Return Authorization
Before returning a product, contact:
Include:
Name
Order number
Product name
Reason for return
Date received
Photographs where applicable
If approved, Holloway will provide return instructions.
11. Return Shipping
Unless otherwise required by law or agreed in writing:
Customers are responsible for return shipping for discretionary returns.
Holloway may provide or arrange return shipping when the product is defective, damaged, incorrect, or otherwise eligible for seller-paid return shipping.
Original shipping charges may be non-refundable for discretionary returns.
Return shipping arrangements may vary by product and manufacturer.
12. Condition of Returned Products
Products must be returned in the condition required for the approved return.
Holloway may reduce or deny a refund to the extent permitted by law when a returned product has been:
Used
Installed
Modified
Damaged
Programmed
Configured
Missing accessories
Missing documentation
Missing required packaging
Subjected to excessive wear
Returned in a condition that prevents normal resale
Nothing in this provision limits rights that cannot legally be limited.
13. Refunds
Once an approved return is received and inspected, Holloway will determine whether the return meets the applicable requirements.
If approved, the refund will generally be issued to the original payment method, subject to applicable payment-provider processing times.
The amount refunded may depend on:
Product price
Approved shipping charges
Return shipping
Restocking fees, if lawfully disclosed and applicable
Damage or missing components
Other applicable charges disclosed at purchase
We will provide a refund method and amount consistent with applicable law and the terms of the transaction.
14. Refund Timing
Refund timing may depend on:
Receipt of the returned product
Inspection
Manufacturer/distributor authorization
Payment processor processing time
Banking institution processing time
Where a refund is required by applicable law, Holloway will process the refund within the timeframe required by that law.
15. Order Cancellations Before Shipment
If you need to cancel an order before shipment, contact Holloway as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before fulfillment.
Cancellation may not be possible once an order has entered fulfillment, been specially ordered, been configured, or been shipped.
If cancellation cannot be completed, the order may be subject to the applicable return policy.
16. Special-Order and Custom Products
Special-order and custom products may have different cancellation and return requirements.
Because these products may be ordered specifically for a customer, they may be non-returnable or subject to manufacturer/distributor cancellation or restocking charges.
Any applicable restrictions should be disclosed in the applicable quote, invoice, product page, or order documentation.
17. Manufacturer Warranties
A manufacturer's warranty is separate from Holloway's discretionary return policy.
If a product is covered by a manufacturer's warranty, Holloway may direct the customer to the manufacturer or assist with the manufacturer's warranty process.
Manufacturer warranty terms control the scope of the manufacturer's warranty.
18. No Unauthorized Repairs or Modifications
Customers should not modify, repair, disassemble, or alter a product before contacting Holloway or the applicable manufacturer if doing so could affect warranty or return eligibility.
Unauthorized modifications may affect available remedies to the extent permitted by applicable law.
19. Consumer Rights
This policy is intended to establish Holloway's voluntary return and refund procedures.
Nothing in this policy is intended to waive, restrict, or eliminate any consumer right or remedy that cannot legally be waived under applicable federal or state law.
Arizona law prohibits deceptive or unfair practices in connection with the sale or advertisement of merchandise.
20. Policy Changes
Holloway may update this Returns & Refunds Policy as our business, products, manufacturers, and legal requirements change.
The latest version will be posted on this page.
21. Contact
For return or refund questions:
Holloway Media & Production
Email: info@hollowaymedia.org
Website: hollowaymedia.org
Please include your order number whenever possible.