Return & Refund Policy

Last Updated: 8 December 2025

This Return & Refund Policy explains the conditions under which you may return, exchange, or cancel your order with HandZen. By placing an order, you agree to the terms outlined below.

1. Policy Validity Period

Our return and exchange policy is valid for 15 days.
All orders may be returned or exchanged within 15 days of receipt for a full refund (proof of purchase required).

2. Order Cancellation

Orders that have not yet been shipped may be canceled and fully refunded.
Once an item has been shipped, the return rules in this Policy will apply.

3. Return Rules

A. Return Conditions

• Items must be unused and in their original condition, with intact packaging.
• A receipt or proof of purchase is required.
• Do not return items to the address printed on the package.
  Please contact customer service to obtain the correct return address.

B. Shipping Costs

• Regular returns: Return shipping costs are paid by the customer.
• Returns due to our responsibility (wrong item, defective/damaged item, missing item):
  Return shipping costs are paid by HandZen.

C. Special Notes

Certain situations are not eligible for return, including:

• Personal preference reasons (color, scent, design, etc.) or normal variations in handmade craftsmanship (slight color/texture/size differences).
• Items that have been opened or used without defects; items damaged due to improper storage or handling; minor appearance flaws or natural material imperfections.
• Custom or personalized items; opened perfumes, powders, essential oils, or aromatherapy products; electronic gift cards; free gifts; discounted or sale items (unless defective).
• Orders that have completed customs clearance without any quality issues.

Additional conditions:

• After an exchange is completed, the item is no longer eligible for a refund.
• Orders beyond the 15-day return/exchange period cannot be refunded or exchanged.
• Return shipping fees vary depending on weight, delivery location, and courier service.

4. Refund Policy

• After we receive and inspect the returned item, we will notify you via email regarding the approval status of your refund request.
• If approved, your refund will be issued to your original payment method within 7 weekdays.

5. Refund Delays or Missing Refunds

If you have not received your refund, please follow these steps:

• Check your bank account again.
• Contact your credit card provider (refund posting may take additional time).
• Contact your bank (processing delays may occur).

If you have completed all steps and still have not received your refund, please contact us using the channels listed below.

6. Exchange Policy

Exchanges are only provided for defective or damaged items, and only for the same product.

Exchange Requirements

• Exchange requests must be submitted via email.
• The replacement item must be in stock.
• Delivery times for exchanged items vary by region.
• We recommend using a shipping service with tracking and keeping your tracking number.

If you choose a shipping method without tracking, HandZen is not responsible for lost packages during transit.

7. Contact Information & Return Address

A. Contact Channels

Email: handzenshop@peopleai.hk
Phone: +852-6555 7130
WhatsApp Business: +852-6555 7134
Working Hours: UTC 1:00 – 12:00

B. Return Address

Please contact us on WhatsApp Business to receive the detailed return address.