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​Returns and Cancellations Procedures

What is HandCo’s customer satisfaction guarantee and returns policy?


  • Regarding Membership: We offer a full refund of your membership fee if you’re not satisfied, available at any time.


  • Concerning Merchandise: We assure your contentment with every item purchased from us. Should you find yourself dissatisfied, we’ll refund the purchase price. However, there are specific exceptions to this policy which can be found on our website or by visiting our membership counter handco.com


    • HandCo offers a return window of 90 days from the date of receipt for eligible products, including but not limited to consumer electronics, major appliances, computers, tablets, projectors, monitors, cameras, smart watches, fitness trackers, gaming consoles, and mobile phones. Return procedures may vary depending on carrier service contracts, especially for mobile phones, while MP3 players fall within the 90-day return policy. Notably, kitchen counter-top small appliances are exempt from this return policy.


  • Moreover, HandCo extends the manufacturer’s warranty on certain products. Televisions are covered for 5 years, while computers (including tablets), monitors, projectors, major appliances/white goods, cameras (excluding Action & Aerial Cameras), and camcorders are covered for 2 years from the date of purchase. All other products remain subject to the original manufacturer’s warranty.


  • Prior to returning any electronic devices capable of storing personal information, such as computers, hard drives, phones, cameras, tablets, or other ‘smart’ devices, customers are required to erase all personal data from the device. This includes disconnecting accounts, deleting account details, contacts, photos, and usage history. It is recommended to restore the device to factory settings whenever possible. HandCo will not be liable for any retained information on devices that could have been removed by the customer before returning them.


  • Jewellery: Refunds will be issued within 7-10 days upon receipt of returned items, subject to inspection by one of our certified gemologists. This inspection ensures authenticity, verifies the condition, and confirms that the item hasn’t undergone any alterations, such as resizing or resetting. For diamonds larger than 1.00 carats, customers must include all original documentation (IGI and/or GIA certificates) when applying for a refund.


  • Precious Metals: HandCo’s policy regarding customer satisfaction and returns does not extend to transactions involving precious metals.


  • Cigarettes and alcohol: HandCo does not authorize returns for cigarettes or alcohol in regions where such returns are prohibited by law.


  • Refunds for items designed for a specific duration of use and accompanied by a warranty applicable to that particular product will be calculated based on a prorated system.


  • Special Order Merchandise, Custom Merchandise and Installed Merchandise:
  • HandCo stands behind the quality of our products and aims for customer satisfaction in every purchase. Please note that certain items, such as special orders, custom-made products, and items that have been installed, are exempt from our standard returns policy. However, it’s important to understand that your legal rights remain intact. As a consumer, you have specific rights that may entitle you to return a product for a refund, replacement, or price adjustment if it doesn’t meet the expected quality standards, description, or provided sample. The applicability of these rights depends on factors such as the time of purchase and the nature of the issue. For traders, there may be recourse for damages under certain circumstances. It’s important to note that our guarantee does not diminish any additional statutory rights you may have. We’re committed to ensuring that our customers are satisfied with their purchases and will address any concerns within the bounds of the law. The HandCo Guarantee does not affect any additional statutory rights you may have.


  • How to Return:  For a prompt refund on items purchased from our warehouses, kindly return your purchase at any of our HandCo warehouse locations. If you made your purchase online at handco.com, please visit the Return My Order section on our website.


  • The HandCo commitment is designed to prioritize your satisfaction with every item you buy from us. Nonetheless, please note that HandCo does not implement a ‘sale or return’ policy for traders. Therefore, traders should refrain from utilizing the HandCo commitment as a means to return surplus inventory they haven’t managed to sell. We maintain the prerogative to decline refunds if we suspect misuse of the HandCo commitment in this regard. Rest assured, this stance does not infringe upon your legal entitlements


  • The HandCo Guarantee is applicable solely to active members at the time of refund issuance, while preserving your statutory rights without exception.