Refund policy
Return & Refund Policy
A. Global Return Eligibility
We only accept returns, replacements, or refunds if the error was on our side and the buyer provides a valid, unedited unboxing video clearly showing the package being opened from the outer packaging.
Requests must be submitted within 7 days of receiving the item.
To be eligible, the item must:
• Be unused and in its original condition
• Include all original packaging, tags, accessories, inserts, protective materials, and complimentary items received with the order
• Be accompanied by a valid unedited unboxing video
Returns, replacements, or refunds will not be accepted if:
• No valid unedited unboxing video is provided
• The damage was caused by misuse, mishandling, improper storage, normal wear and tear, or actions of the customer
• The request is submitted more than 7 days after delivery
• The item has been used, altered, washed, repaired, modified, or otherwise handled beyond reasonable inspection
B. Resolution of Approved Claims
If a claim is approved and the issue is confirmed to be caused by Hold by Hand, Hold by Hand reserves the right, at its sole discretion, to determine the appropriate resolution based on the circumstances of the case.
C. Non Returnable Items
The following items are final sale and cannot be returned, exchanged, or refunded:
• Pre-order items
• Made-to-order items
• Customized or personalized items
• Clearance items
• Promotional or discounted items
For customers located in the European Economic Area (EEA), statutory withdrawal rights described in the EEA section below may still apply.
D. Damaged or Incorrect Item Received
If you receive a damaged, defective, or incorrect item, please contact us at customercare@holdbyhand.id within 7 days of delivery.
Please include:
• Your order number
• A description of the issue
• A complete and unedited unboxing video recorded in a single continuous take.
We will review your claim and provide an appropriate resolution.
E. Order Cancellations or Modifications
To request a cancellation or modification, please contact customercare@holdbyhand.id as soon as possible.
Orders may not be cancelled, modified, or refunded once production has started, materials have been allocated, or the order has been shipped.
F. Customs, Duties & Taxes
Customers are responsible for complying with the import regulations of their destination country.
Any import duties, taxes, customs charges, brokerage fees, or similar charges imposed by local authorities are the responsibility of the customer unless otherwise stated at checkout.
If requested before shipment, Hold by Hand may issue a custom invoice reflecting a lower declared value. Such requests are reviewed on a case-by-case basis and are not guaranteed.
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Additional Rights for Customers Located in the European Economic Area (EEA)
The provisions below apply only to customers located in the European Economic Area (EEA).
Where there is any conflict between the Global Return & Refund Policy and this EEA section, this EEA section shall prevail.
A. Right of Withdrawal
If you are located in the EEA, you have the legal right to withdraw from your purchase within 14 days of receiving your order without providing any reason.
To exercise your right of withdrawal, you must notify us in writing at customercare@holdbyhand.id within 14 days of receiving the goods.
Any clear written statement expressing your decision to withdraw from the purchase will be accepted.
B. Returning the Goods
After notifying us of your withdrawal, you must return the goods within 14 days.
You are solely responsible for arranging and paying for the return shipment.
Returned goods must be securely packaged and shipped using a reliable shipping service with tracking.
C. Return Shipping Risk
The returned goods remain entirely at the customer's risk until they have been successfully delivered to and accepted by Hold by Hand.
The customer is responsible for ensuring that the goods are properly packaged, shipped, and delivered.
If the returned goods are lost, stolen, damaged, delayed, abandoned, refused by customs, refused by the carrier, returned to sender, misdelivered, or otherwise fail to reach Hold by Hand for any reason, no refund, reimbursement, or compensation will be provided.
D. Duties, Taxes & Return Costs
The customer is solely responsible for all costs, fees, and expenses associated with returning the goods, including but not limited to:
• Return shipping costs
• Customs duties
• Import taxes
• Value added taxes (VAT)
• Brokerage fees
• Customs clearance fees
• Storage charges
• Carrier charges
• Administrative fees
• Handling fees
• Any other costs arising from or related to the return shipment
Returned goods should be shipped with all applicable duties and taxes prepaid where possible.
Any costs, fees, taxes, duties, or charges incurred by Hold by Hand in connection with the return shipment may be deducted from the reimbursement to the fullest extent permitted by applicable law.
E. Condition of Returned Goods
Returned goods must be returned in their original condition and include:
• Original packaging
• Tags
• Accessories
• Inserts
• Protective materials
• Complimentary items provided with the order
You may inspect the goods only to the extent necessary to establish their nature, characteristics, and functionality.
If the returned goods show signs of use, handling, wear, damage, staining, odors, missing components, missing packaging, missing accessories, or any condition that reduces their resale value, Hold by Hand reserves the right to reduce the refund accordingly.
F. Inspection & Assessment
Hold by Hand reserves the right to inspect, evaluate, and verify the condition of all returned goods before determining eligibility for reimbursement and calculating the final refund amount.
No refund will be issued until the returned goods have been received and inspected by Hold by Hand.
The assessment of diminished value will be made in good faith based on the condition of the returned goods upon receipt, the completeness of the returned contents, and the resulting reduction in the item's resale value.
G. Reduction of Refund
Any reduction in the refund amount will be determined by Hold by Hand based on the condition of the returned goods and the resulting reduction in resale value.
Examples include, but are not limited to:
• Scratches
• Stains
• Odors
• Missing packaging
• Missing tags
• Missing accessories
• Missing complimentary items
• Damage caused during use
• Any deterioration beyond what is reasonably necessary for inspection
The refund may be reduced proportionally to reflect the diminished value of the returned goods.
H. Refund Processing
Hold by Hand may withhold reimbursement until the returned goods have been received and inspected.
Refunds will be issued using the original payment method used for the purchase.
Any permitted deductions under this policy may be applied before the refund is issued.
Where applicable, reimbursement will be processed within 14 days after Hold by Hand has received and inspected the returned goods.