Refund policy

Handycanto is operated by Guangzhou Zhengdu Trading Firm . We are committed to providing customers with a transparent, dependable, and straightforward shopping experience.

This Return & Refund Policy explains the eligibility requirements, return procedures, refund processing times, exchanges, order cancellations, and how we address damaged, defective, incomplete, or incorrectly supplied products purchased through https://handycanto.com.

1. Return Eligibility

We accept eligible return requests within 30 days of the date your order is delivered.

To qualify for a return requested for personal reasons, the product must:

  • Be unused, unaltered, and in its original condition.

  • Include all original accessories, components, instructions, and hardware supplied with the product.

  • Be returned in its original packaging where reasonably possible, or in suitable protective packaging.

  • Be accompanied by proof of purchase, such as an order number or order confirmation.

For products that require assembly or installation, please avoid assembling, installing, or permanently attaching them if you intend to return them for personal reasons.

Products damaged through improper use, incorrect installation, unauthorized modifications, or normal wear and tear may not qualify for discretionary returns.

These conditions do not restrict your statutory rights regarding defective, damaged, misdescribed, or incorrectly supplied products.

2. How to Request a Return

To initiate a return, please contact our customer support team at:

Email: [email protected]

Please provide the following information:

  • Your order number.

  • The name of the product you wish to return.

  • A brief explanation of your return request.

  • Photographs showing the product and packaging, where relevant.

Our customer support team will review your request and provide appropriate return instructions, including the designated return address and any relevant packaging or shipping requirements.

Please contact us before sending your return.

The designated return address may differ from our registered business address. Returns sent to an incorrect address may experience processing delays.

Customers should follow the return instructions provided by our support team to help ensure that returned products can be identified and processed correctly.

3. Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery.

If a product arrives damaged, defective, incomplete, or different from the item you purchased, please contact us as soon as reasonably possible at [email protected].

When contacting us, please include your order number, a description of the issue, and clear photographs where available.

For decorative cushion covers, vases, planters, ornaments, and home decorative accessories, relevant issues may include:

  • Broken, cracked, chipped, or damaged components.

  • Missing accessories or components included with the product.

  • Incorrect product sizes, colors, materials, or variations.

  • Products that do not match the purchased description.

  • Manufacturing defects that affect normal intended use.

After reviewing the issue, we will arrange an appropriate resolution, which may include:

  • A replacement product.

  • Replacement components or missing accessories, where appropriate.

  • A full or partial refund, where appropriate and accepted by the customer.

  • A return and refund.

When a return is required because of a confirmed manufacturing defect, shipping damage, or an error on our part, Handycanto will cover reasonable return shipping costs.

Customers will not be required to pay return shipping costs for confirmed defective or incorrectly supplied products where we are responsible for the issue.

Your rights under applicable consumer protection laws remain unaffected.

4. Returns for Personal Reasons

If you change your mind, order the wrong product, or no longer need an item, you may request a return within 30 days of delivery, provided the product meets our applicable return eligibility conditions.

For returns unrelated to product defects, shipping damage, or errors on our part:

  • Customers are responsible for return shipping costs.

  • Original shipping charges are generally non-refundable unless required by applicable law.

  • We recommend using a trackable shipping service.

  • Products should be packaged securely to reduce the risk of damage during return transportation.

Return shipping costs may vary depending on the destination, carrier, package dimensions, and product weight.

We will provide the relevant return instructions before you arrange shipment so that you can make an informed decision.

We encourage customers to review product specifications, dimensions, colors, materials, and available options before purchasing to help ensure that the selected product meets their needs.

5. Home Decor and Decorative Product Returns

Handycanto offers decorative cushion covers, vases, decorative planters, ornaments, sculptures, and home decorative accessories.

Some products may contain delicate materials, fragile decorative components, or surfaces that require careful handling.

For discretionary returns, products should remain unused and in their original condition.

For decorative cushion covers and textile accessories, please ensure that returned items are clean, unused, unwashed, and free from damage, stains, or alterations.

For vases, planters, sculptures, and decorative ornaments, please use suitable protective packaging to minimize the risk of breakage during return transportation.

If an item requires assembly, mounting, or installation, customers should confirm product suitability and measurements before installation.

Products that have been permanently installed, altered, or damaged during use may not qualify for discretionary returns.

However, if a product arrives defective, damaged, incomplete, or incorrectly supplied, we will provide an appropriate resolution in accordance with this policy and applicable consumer protection laws.

6. Non-Returnable Items

Certain products may not qualify for discretionary returns, including:

  • Gift cards, where offered and where exclusion is permitted by law.

  • Personalized or custom-made products, unless defective or incorrectly supplied.

  • Products that have been used, altered, or damaged after delivery through improper handling.

  • Products that cannot be returned for hygiene or safety reasons after opening, where permitted by applicable law and appropriately disclosed before purchase.

Any product-specific return restrictions will be disclosed on the relevant product page where applicable.

These exclusions do not limit statutory consumer rights regarding defective, damaged, misdescribed, or incorrectly supplied goods.

7. Refund Processing

Once we receive and inspect an eligible returned product, we will notify you of the outcome of your return request.

If your refund is approved, it will be issued to your original payment method, generally within 5–10 business days after approval.

The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.

Where applicable law requires an earlier refund or a different refund procedure, those legal requirements will apply.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact [email protected].

For confirmed lost shipments, successfully canceled orders, or cases where a physical return is not required, refunds may be processed without receiving a returned product.

Refunds will be issued in accordance with the amount eligible for reimbursement, the circumstances of the return, and applicable consumer protection laws.

8. Exchanges

If you wish to exchange an eligible product for a different size, color, or available variation, please contact our customer support team.

Exchanges are subject to product availability and the applicable return eligibility requirements.

If a direct exchange is unavailable, we may recommend returning the eligible product and placing a new order.

For exchanges requested for personal reasons, applicable return shipping costs may be the customer's responsibility.

For defective, damaged, incomplete, or incorrectly supplied products, we will arrange an appropriate resolution without limiting your statutory consumer rights.

Please contact us before returning any product intended for an exchange so that we can provide the correct instructions.

9. Order Cancellations

If you need to cancel or modify an order, please contact us as soon as possible at [email protected].

We will make reasonable efforts to accommodate cancellation or modification requests before an order has been dispatched.

Once an order has entered the shipping process or has already been dispatched, cancellation or modification may no longer be possible.

In such circumstances, you may request a return after delivery in accordance with this policy.

If an order is successfully canceled before shipment, any payment already collected will be refunded to the original payment method.

Refund processing times may vary depending on the payment provider.

Any applicable statutory cancellation rights remain unaffected.

10. Lost or Missing Packages

If your order has not arrived within the estimated delivery period stated in our Shipping Policy, please contact our customer support team.

We will review the available tracking information and assist with investigating the shipment.

Depending on the circumstances, we may contact the shipping carrier to obtain additional delivery information.

If a package is confirmed lost in transit, we will provide an appropriate resolution, which may include a replacement shipment or refund.

Customers will not be charged additional shipping fees for replacement shipments required because of confirmed loss in transit for which Handycanto is responsible.

If tracking information indicates delivery but you have not received the package, please contact us so that we can help review the delivery circumstances.

We will assess missing-package concerns based on the available tracking information, carrier investigation, and applicable consumer protection laws.

11. Return Shipping and Original Delivery Fees

Our standard shipping charges are:

  • Orders from $0.00 to $39.98 USD: $12.99 USD for Standard Shipping.

  • Orders of $39.99 USD or more: Free Standard Shipping.

The estimated standard shipping transit time is 3–5 business days. Order processing times, if applicable, are separate from shipping transit times and are explained in our Shipping Policy.

Shipping charges are calculated based on the order value and displayed during checkout.

These charges apply to the original delivery and are separate from return shipping costs.

For eligible returns requested for personal reasons, customers are generally responsible for return shipping expenses.

For confirmed defective, damaged, or incorrectly supplied products, Handycanto will cover reasonable return shipping costs where a return is required.

Original delivery charges are generally non-refundable for discretionary returns unless otherwise required by applicable law.

Where a refund is required because of a product defect, incorrect item, or another issue for which Handycanto is responsible, applicable shipping charges will be handled in accordance with consumer protection laws.

Please contact our customer support team at [email protected] before arranging a return shipment.

The designated return address may differ from our registered business address.

For further information about shipping destinations, delivery charges, order processing, and estimated shipping times, please review our Shipping Policy.

12. Customer Support and Business Information

If you have questions about returns, exchanges, cancellations, refunds, or an existing order, please contact our customer support team.

Store Name: Handycanto

Legal Business Name: Guangzhou Zhengdu Trading Firm 

Registered Business Address:

Room 106, No. 18, Lane 2, Fukang Street, Dagang Town, Nansha District, Guangzhou, Guangdong Province, China

Official Website: https://handycanto.com

Customer Support Email: [email protected]

Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

We aim to respond to customer inquiries within 1–2 business days, excluding weekends and public holidays.

For order-related inquiries, please include your order number and a brief description of your concern so that our customer support team can assist you efficiently.

We are committed to providing clear return instructions, transparent refund procedures, and reasonable assistance throughout the post-purchase process.

Nothing in this policy excludes, restricts, or overrides consumer rights that cannot lawfully be excluded under applicable law.