Refunds & Returns Policy
HANDORA is an online marketplace that connects Buyers with independent Creators. Each Creator is responsible for their own listings, products, fulfillment, shipping, customer service, and refunds.
HANDORA is not the manufacturer of listed items. However, HANDORA may review disputes, help communicate between Buyers and Creators, and take action under this policy where appropriate.
Nothing in this policy limits rights that cannot legally be excluded under applicable law.
1. Before you buy
Buyers should carefully review the listing, photos, dimensions, materials, processing time, shipping details, and the Creator’s shop policies before placing an order.
Many products on HANDORA are handmade, one-of-a-kind, made to order, or personalized. Small variations that are clearly disclosed in a listing are not defects.
2. When a refund or replacement may be available
A Buyer may request help if:
- The Creator does not ship within the stated processing time and does not obtain the Buyer’s agreement to a delay.
- The order does not arrive.
- The Buyer receives the wrong item.
- The item arrives damaged or defective.
- The item is materially different from its listing description or photos.
The Buyer should submit a request through their order page or contact support at support@myhandora.com as soon as possible, and preferably within 7 days of delivery for damage, defect, wrong-item, or not-as-described claims. Photos, packaging information, tracking information, and messages may be requested.
Each case is reviewed based on the information available. A remedy may include a replacement, return for refund, partial refund, or full refund, as appropriate.
3. Creator responsibility
Creators are responsible for:
- Accurate product descriptions and photos.
- Safe packaging.
- Shipping within the stated processing time.
- Providing valid tracking when required.
- Resolving refunds or replacements caused by their error, including non-shipment, wrong items, damage, defects, or material differences from the listing.
- Maintaining enough available Stripe balance or reserve to cover refunds, disputes, chargebacks, and related adjustments.
Where a refund is approved, HANDORA may reverse or reduce the Creator’s payout or future payouts as permitted by the payment provider and Creator Agreement.
4. Seller-fault returns
If an item is wrong, damaged, defective, or materially different from its listing, the Creator is responsible for the return.
After approving the request, the Creator must provide the Buyer with a prepaid return shipping label or another return method paid for by the Creator. The Buyer must not be required to pay return shipping for a Creator-fault return.
The Creator may not require a return when it would be unreasonable — for example, for a low-value, broken, unsafe, or unusable item. In that situation, the Creator may issue the refund without requiring the item back.
Once the returned item is received, or once HANDORA confirms that a return is not required, the refund will be issued to the original payment method.
Creators are responsible for the item’s original shipping cost and the return-shipping cost for seller-fault returns.
5. Change-of-mind returns
A Buyer changing their mind, ordering by mistake, or no longer wanting an item is not automatically entitled to a refund.
Before an item ships, a Buyer may request cancellation. The Creator may accept the cancellation unless the item is already completed, personalized, made to order, or otherwise non-cancellable as disclosed before purchase.
After an item ships, change-of-mind returns are only accepted if the Creator’s shop policy says returns are accepted — shown on the shop page under “Shop policies.” Unless the Creator states otherwise, the Buyer is responsible for return shipping costs for change-of-mind returns.
Original shipping charges are not refundable for change-of-mind returns unless required by law or the Creator expressly offers free returns.
6. Non-returnable items
Unless required by applicable law or the item is damaged, defective, incorrect, or materially not as described, the following are not returnable:
- Personalized, custom-made, or made-to-order items.
- Digital products after access, download, or delivery.
- Perishable goods.
- Items that have been used, altered, washed, damaged, or returned without original components where applicable.
- Items returned outside the Creator’s stated return window.
- Orders affected by a Buyer-provided incorrect or incomplete delivery address, unless the order is returned to the Creator in unused condition.
7. Returns process
If a return is approved, the Buyer must follow the return instructions provided by the Creator or HANDORA.
The Buyer should use a trackable shipping method when returning an item. A refund may be issued after the returned item is received and inspected, unless a different resolution is agreed.
Refunds are sent to the original payment method whenever possible. Banks and card issuers may take additional time to post the refund.
8. Shipping delays and lost packages
Creators must have a reasonable basis for any stated processing and shipping time.
If a Creator cannot ship by the promised date, the Buyer will be offered the option to agree to a new shipping date or cancel for a refund of unshipped merchandise, where required by law. U.S. online sellers generally must meet stated shipping times or, if none is stated, have a reasonable basis to ship within 30 days; otherwise they must offer a delay option or a prompt refund.
For a package marked delivered but claimed missing, HANDORA and the Creator may request the Buyer to check with the carrier, household members, neighbors, or local delivery location before deciding the claim.
9. Fraud, abuse, and payment disputes
HANDORA may deny a request where available evidence indicates fraud, abuse, misuse, or a false claim.
Buyers should contact the Creator or HANDORA before opening a payment dispute whenever possible. This does not remove any rights a Buyer may have with their bank, card issuer, payment provider, or under applicable law.
If a payment dispute or chargeback occurs, HANDORA and the Creator may provide order records, tracking, messages, photos, and other relevant evidence to the payment provider.
10. HANDORA’s role
HANDORA may help review disputes and may take reasonable actions to protect marketplace users, including pausing payouts, reversing transfers where permitted, limiting accounts, or removing listings.
HANDORA does not guarantee that it will advance funds, provide a refund from its own money, or cover a Creator’s obligations, except where required by applicable law, payment-provider rules, or a written agreement.
Creators remain responsible for amounts owed to Buyers arising from their orders, including approved refunds, disputes, chargebacks, and associated costs.
11. Contact
For refund or return questions, contact the Creator through the relevant order page first. If you need additional help, contact HANDORA at support@myhandora.com.
The operating entity’s registered legal name and business address will be added here, consistent with the Terms of Service and Creator Agreement.
See also our Terms of Service and Creator Agreement.