Refund policy

Refund and Return Policy

At Hold by Hand, every order is carefully inspected before it leaves our warehouse. We accept eligible return requests within 14 days of delivery. The applicable requirements depend on the type of request, as outlined below.

1. Returns, Replacements & Refunds for Hold by Hand Errors

If you receive an incorrect item, a damaged item, or your order is affected by an error on our part, you may request a return, replacement, or refund within 14 days of delivery.

To help us investigate shipping or fulfillment issues fairly and efficiently, your request must meet the following requirements:

- Be submitted within 14 days of delivery.

- Include a clear, unedited unboxing video showing the package being opened from its original sealed outer packaging.

- Include any additional supporting photos or videos requested by our Customer Care team.

- The item must remain unused and in its original condition, including all original packaging, tags, accessories, inserts, protective materials, and any complimentary items received with your order.

Requests may not be approved if:

- No valid unedited unboxing video is provided.

- The issue resulted from misuse, mishandling, improper storage, accidental damage, normal wear and tear, or any actions after delivery.

- The request is submitted more than 14 days after delivery.

- The item has been used, altered, washed, repaired, modified, or handled beyond what is reasonably necessary to inspect it.

If your request is approved, Hold by Hand will determine the most appropriate resolution based on the circumstances of the case. Depending on the situation, this may include a replacement, repair, store credit, partial refund, or full refund.

If a return is required as part of an approved claim, Hold by Hand will provide return instructions. Where the issue is confirmed to be our responsibility, Hold by Hand may cover reasonable return shipping costs or provide an alternative solution at our discretion.

2. Change of Mind Returns

If you change your mind after receiving your order, you may request a return within 14 days of delivery.

To be eligible, the item must:

- Be unused, unworn, and in its original condition.

- Include all original packaging, tags, accessories, inserts, protective materials, and any complimentary items received with your order.

Please note:

- Original shipping charges are non-refundable.

- Customers are responsible for arranging and paying the full cost of return shipping using a trackable shipping service.

- Customers are responsible for all duties, taxes, customs charges, import fees, brokerage fees, and any other costs associated with returning the item.

- If any duties, taxes, customs charges, import fees, brokerage fees, or other charges are incurred by Hold by Hand when receiving the returned parcel, these amounts may be deducted from the refund.

- Refunds will be processed only after the returned item has been received, inspected, and approved by our Customer Care team.

- Hold by Hand is not responsible for return parcels that are lost, delayed, damaged, refused by customs, or delivered to an incorrect address.

3. How to Request a Return

To request a return, replacement, or refund, please email customercare@holdbyhand.id with your order number and a description of your request.

For requests involving an incorrect, damaged, or defective item, please also include all supporting photos or videos, including the required unedited unboxing video.

Our Customer Care team typically responds within 3 business days.

As an international business, all approved returns are managed directly through our Customer Care team to ensure every request is handled accurately and efficiently. If your return is approved, we will provide the return address, detailed return instructions, and any documentation required to complete the process.

Please do not return any item until you have received written approval and return instructions from our Customer Care team. Returns sent without prior authorization or without following our instructions may be refused or may experience processing delays.

We strongly recommend keeping your shipping receipt and tracking information until your return has been successfully received and processed.

4. Refund Processing

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method used for the purchase within 10 business days. Any original shipping charges and return-related fees that are non-refundable under this policy will be excluded from the refund amount.

Please note that your bank, credit card provider, or payment provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at customercare@holdbyhand.id.

5. Order Cancellations

Orders Not Yet Shipped

If your order has not yet been shipped, you may request a cancellation by emailing info@holdbyhand.id and including your order number.

Cancellation requests are subject to review and approval. An order is not considered cancelled until you have received written confirmation from Hold by Hand.

If your cancellation request is approved, a full refund will be issued to the original payment method used for the purchase.

Orders Already Shipped

Once an order has been shipped, it can no longer be cancelled.

After delivery, you may request a return in accordance with the eligibility requirements and procedures outlined in this policy.

Pre-Order & Made-to-Order Items

Pre-order and made-to-order items may only be cancelled before production, material allocation, sourcing, or order preparation has begun.

Once production, sourcing, material allocation, or order preparation has started, the order cannot be cancelled, modified, or refunded, except where required by applicable law.

DELIVERY & SHIPPING ISSUES

Delivery Restrictions We are unable to deliver to PO Boxes or military bases. Please provide a valid physical address at checkout.

Tracking & Delivery Notifications Once your order is shipped, you'll receive a tracking number via email. While we do our best to keep you updated, tracking information is managed by third-party carriers and may not always reflect real-time status. If you have any concerns about your delivery, feel free to reach out to us at info@holdbyhand.id — we're happy to help track down your package.

Marked as Delivered but Not Received If your tracking shows "Delivered" but you haven't received your package, we recommend checking with neighbors, reviewing any available security footage, and contacting the carrier directly. Once a package is marked as delivered, we are unable to issue a refund for packages reported as missing after delivery.

Lost Packages If your tracking has not updated for 14 business days, or shows "lost" or "abandoned," please contact us at info@holdbyhand.id and we will arrange a refund or resend your order.

Customs Delays We are unable to issue refunds for delays caused by customs. However, if your order has not arrived within 30 days of the shipping date for any reason, please contact us at info@holdbyhand.id.  We'll arrange a refund or resend your order.

Incorrect Address & Failed Delivery Hold by Hand is not responsible for failed deliveries due to incorrect or incomplete address information provided at checkout. If a package is returned to us due to an address error, we will contact you to arrange redelivery. If we are unable to reach you within 7 days, or if you choose not to provide a corrected address, the order will not be eligible for a refund. Please ensure your shipping address is accurate before placing your order.

Failed Delivery / No Response Carriers typically make multiple delivery attempts. If a delivery fails because the customer was unavailable or did not respond to redelivery or pickup notices, we are unable to issue a refund. Please ensure someone is available to receive your package or arrange pickup with the carrier promptly.

If your address was correct but the package was returned to sender without the carrier contacting you, and you have attempted to resolve this directly with the carrier within 7 days. Please reach out to us at info@holdbyhand.id and we'll do our best to help.

Refused Delivery If a package is refused upon delivery for reasons unrelated to product quality or damage, we are generally unable to process a refund, as international packages cannot be returned to us once refused. If you have any concerns about your order, please contact us at info@holdbyhand.id before refusing delivery.
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