openhand Store Return & Refund Policy

Return Window

openhand Store gladly accepts returns submitted within 30 days of the delivery date. To qualify, every returned item must be unused, unopened, and in its original resalable condition, with all original product tags (where applicable) still attached and the original packaging completely intact. If an item arrives damaged, defective, or materially different from its description, it remains eligible for return regardless of the return window.

Items that cannot be returned:

• Final sale items (clearly identified as final sale at checkout)
• Personal care, hygiene, and intimate apparel items that have been opened or partially used
• Intimate apparel, swimwear, and undergarments
• Digital download codes, e-gifts, and physical gift cards
• Items damaged through customer misuse, improper storage, or failure to follow product handling instructions
• Items submitted after the 30-day return window without prior written approval from openhand Store support

How to Initiate a Return

1. Send an email to our support team at service@openhand.shop including your full order number, the specific item(s) you want to return, and a brief explanation of the reason. If your return involves damage or a defect, please attach clear photographs of the affected items and their packaging to your initial request.
2. Our team will review your request and provide a valid Return Merchandise Authorization (RMA) number within one business day, together with return shipping instructions where applicable.
3. Carefully pack the item(s) you are returning so they are protected during transit, and write the issued RMA number clearly and legibly on the outside of the shipping package. Never write directly on the original product packaging.
4. Send the package to the return address included in your RMA confirmation email, using a shipping method that provides tracking.

Returns received without a valid, active RMA number may be refused on arrival or may face substantial processing delays. openhand Store cannot be held responsible for return packages that are lost or stolen when sent without a valid RMA.

Refund Processing

Once openhand Store receives and inspects your returned item, approved refunds are issued to your original payment method within 3–5 business days. For approved damage or defect claims (where valid photographic proof was provided upfront), refunds are issued within 1–2 business days of claim approval. Depending on your financial institution's processing times, please allow an additional 5–10 business days for the refunded amount to appear on your bank or card statement. Original shipping charges are not refundable unless the return results from an error on our part (for example, we sent an incorrect or damaged item). All refunds are issued directly by openhand Store to the original payment method used at checkout; store credit will be provided only when the customer explicitly requests it at the time of return.

Damaged or Incorrect Items

If your order arrives damaged, contains incorrect items, or does not match its description, please contact us within 7 days of delivery with clear photographs of the issue, your order number, and details of the problem. We will arrange a replacement of the correct item or issue a full refund at no additional cost to you, and we will cover all return shipping fees associated with sending back the affected item.

Return Shipping Costs

Customers are responsible for all standard return shipping costs, unless the item being returned is defective, damaged in transit, or the issue results from an error made by openhand Store. For standard returns, a prepaid return shipping label is available with a $7.95 deduction from your total refund amount. For all returns caused by openhand Store error (incorrect items, shipping damage, or items defective on arrival), we cover 100% of return shipping costs with no deductions from your refund.