Returns and Refunds Policy

Cancellation

• If your product was not personalized or engraved,after your order has been placed, you have 24 hours to contact our customer service and request order modifications or a cancellation. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out.
• For personalized/engraved/special order items, any cancellations after 10 hours will incur a corresponding material and processing fee. Please refer to below details:
  1. If the cancellation is made less than 10 hours after order was placed, there would be no cancellation fee.
  2. If the cancellation is made between 10 to 24 hours after order was placed, there would be a $10 cancellation fee.
  3. If the cancellation is made 24 hours after order was placed, there would be a $20 cancellation fee.

Returns (if applicable)

We accept return of products.

Return Conditions:

• Customers have the right to apply for a return within 14 days after delivery the product.
• If you receive a damaged/defective item, please contact us customer@withinhand.com. Customer Service should be notified within 48 hours of receipt.
• All returns must be unused and in the same condition that you received it, including all freebies, branded packaging and documents provided with it, and must be sent in the original box, with original packaging, not damaged, and not affecting resale.
• Custom-order or personalized items do not have a right to 14 days refund.

Return Cost：

• If due to our reasons: the goods you received are defective/ incorrect/ damaged, etc., we will bear the return shipping costs.
• If the return is caused by the consumer: you don’t like the product, or it is not a product quality problem, which leads to the return, the shipping fee must be paid by the customer.
• No restocking fee to be charged to the consumers for the return of a product.

Return Steps:

You can follow the steps below to make a return:

• Sign into your account. Find the order in My Orders , copy the order number.
• Contact customer service to get return label and the right return address. (To prevent a delay in refund,Returns must be shipped back within 7 days since the return label was issued)
• Fill in the return information on the paper.
• Pack the product with any freebies, branded packaging and documents provided with it that came with your order, contact the delivery company to arrange the return.
• Give the Waybill Doc to the courier. To track the return of your order, make a note of the Waybill Number.
• We will confirm the parcel immediately after we receive the return.
• update the status of the return and refund within 7 working days. The refund will be returned to you wallet or to your original payment account.

*Please Note: reserves the right not to process returns in the following situations:

• Return Exceeds the return time limit
• Return Non-our website items
• Return without obtaining authorization.
• Custom-order or personalized items do not have a right to 14 days refund

Refunds (if applicable)

We accept refunds of products.

Refunds:

• Once your return has been received and accepted by our partner, your refund will be completed via the original payment method, excluding the delivery costs. We’ll keep you updated every step of the way. You can follow the return of your package with our carrier using the tracking number on your Returns Label, or you can check the status in My Account under ‘Orders & Returns’.

Faulty items:

• It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, Please contact Customer Service within 48 hours. We will arrange a return and process a full refund for the defective item.

How long is the returns process?

• Processing returns may take up to 7 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund?

• All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
• If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account. If you’ve done all of this and you still have not received your refund yet, please contact us so we can better assist you.
• Email: customer@withinhand.com