Return Policy
This policy covers physical products bought from vendors on HANDI. Services booked from providers are covered by escrow and the dispute process instead.
Return windows
Faulty, damaged, or wrong item
Refunded in full, including the original shipping fee. Return shipping is not charged to you when the vendor is at fault.
Change of mind
Refunded at the item price, with the return shipping cost deducted from the amount you get back.
Both windows run from the date the order is marked delivered.
What can be returned
- •The item arrived damaged, broken, or faulty.
- •You received the wrong item, size, colour, or quantity.
- •The item is materially different from its description or photos.
- •The item is unused, in its original packaging, with tags and accessories intact.
What can't be returned
- •Personal hygiene and intimate items, once opened.
- •Perishable goods, including food and fresh produce.
- •Custom-made, personalised, or made-to-order items.
- •Items damaged by misuse, or with missing parts not due to a vendor error.
These exclusions don't apply if the item arrives faulty or damaged — the 14-day window covers that in every category.
How to return an item
- 1
Open your dashboard and find the order under 'My Orders'.
- 2
Select 'Return Product' and choose the reason for your return.
- 3
Upload clear photos if the item arrived damaged or faulty.
- 4
Schedule a pickup, or drop the parcel at a partner pickup station.
- 5
Track the return status from the same order page until your refund clears.
Before you send anything back
Wait for your return to be approved before shipping the item. Returns sent without approval can't be tracked against your order and may not be refunded. Refunds are issued only after the vendor receives and inspects the item.