Return & Refund Policy
Information about order cancellations, return eligibility, return shipping, and refunds.
01. Order Cancellation
We accept order cancellations before an order has been shipped or entered production.
Orders canceled before shipment or production will receive a full refund.
Once an order has been shipped, it can no longer be canceled.
02. Returns
We accept returns within 14 days of the date you receive your order.
To qualify for a return, your item must:
- Be unused, unworn, and in its original condition.
- Be returned in its original packaging.
- Include proof of purchase, such as an order confirmation or receipt.
Please do not return your item directly to the manufacturer.
03. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact our Customer Support team within 48 hours of delivery.
Please provide clear photos of the item and its packaging so we can review the issue and assist with a resolution as quickly as possible.
04. Return Shipping
- Customers are responsible for return shipping costs unless the return is due to our error, such as a damaged, defective, or incorrect item.
- If an item is damaged, defective, or incorrect due to our mistake, we will cover the return shipping costs.
- Customers will be charged shipping costs no more than once per order, including returns.
- No restocking fees will be charged for approved returns.
05. Return Process
Before returning any item, please contact our Customer Support team to request return authorization.
- Email Customer Support at service@handnivo.com.
- Wait for your return request to be reviewed and approved.
- Once approved, we will confirm the applicable return shipping address and provide detailed return instructions.
- Follow the provided instructions when sending back your item.
Returns sent without prior authorization may not be accepted.
Customer service contact information is also included in your Order Confirmation Email for convenient reference.
06. Return Address
Company: Shijiazhuang Chaokeli E-Commerce Co., Ltd.
The address shown above may not be the return destination for every order. Depending on the product, order details, fulfillment location, or other applicable circumstances, your return may need to be sent to a different address.
We will confirm the appropriate return address and instructions for your specific request after reviewing and approving it.
07. Refunds
Once we receive and inspect your returned item, we will notify you by email that your return has been received.
After inspection, we will inform you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 5–15 business days.
The exact processing time may vary depending on your payment provider or financial institution.
08. Late or Missing Refunds
If you have not received your refund after the estimated processing period, please:
- Check your bank account again.
- Contact your credit card company, as posting may take additional time.
- Contact your bank, as processing times can vary.
If you have completed these steps and still have not received your refund, please contact Customer Support.