A. Return Eligibility
We only accept returns if the error was on our side, and if the buyer provides a valid unedited unboxing video showing the package being opened from the outer packaging.

• Requests must be made within 7 days of receiving the item.
• Items must be unused and in original condition.

B. Return Shipping Costs
If the issue is confirmed and the buyer provided a valid unboxing video, Hold by Hand will cover return shipping.

Returns are not accepted if:

• There is no valid unboxing video
• Damage was caused by the customer
• The request is submitted after 7 days

C. Non-Returnable Items
The following items are final sale and cannot be refunded or exchanged:

• Made-to-order items
• Custom designs
• Clearance or promotional items

 

Additional Policies

A. Damaged or Wrong Item Received
Please contact 820958257@qq.com within 7 days of receiving your package.
Include your order number, description of the issue, and an unedited unboxing video. We will help resolve the issue as soon as possible.

B. Order Cancellations or Modifications
To request a cancellation or change to your order, email us at 820958257@qq.com with your order number and request.
Changes are not guaranteed once the order is in production or shipped.

C. Customs, Duties & Taxes
Customers are responsible for any import taxes or duties. These charges are:

• Calculated automatically at checkout based on your destination
• Set by your local customs authority
• Paid once during checkout – no additional fees after payment

If you would like us to declare a lower item value for customs purposes, we can issue a custom invoice upon request before shipping.