Política de reembolso

Return and Refund Policy

Last Updated: April 22, 2026

Thank you for shopping at Handxen. We want you to be completely satisfied with your purchase. This policy explains how returns, exchanges, refunds, and warranty claims work for electronics and accessories bought through our website or through an AI channel (such as Microsoft Copilot, ChatGPT, Google AI Mode, or Gemini) powered by Shopify's Agentic Storefronts.

If anything here is unclear, please email us at ben@handxen.com before placing or returning an order — we're happy to help.

1. Return Window

You may return eligible items within 30 days from the date of delivery for a refund or exchange.

The item must be:

In its original manufacturer's box or packaging, including all accessories, cables, manuals, warranty cards, and free gifts.
In new or like-new condition — no scratches, no missing parts, no physical or liquid damage, and no signs of use beyond reasonable inspection.
Accompanied by a copy of the original order confirmation, the invoice number, or the order number, along with the reason for return.

Items that arrive back to us outside the 30-day window, without original packaging, or showing damage caused after delivery may be refused or subject to a restocking fee of up to 20%.

2. Items That Are Not Eligible for Return

For hygiene, safety, and licensing reasons, the following items are generally non-returnable unless they arrive defective:

In-ear headphones, earbuds, or other items that come into direct contact with the ear canal, once the seal is broken.
Consumables such as batteries, filters, or adhesive accessories once opened.
Software, firmware, or digital downloads once the license has been activated.
Items marked as "Final Sale," "Clearance," or "Non-returnable" on the product page.
Custom-configured or personalized items.
Gift cards.

If you are unsure whether your item is eligible, contact us before returning it.

3. How to Start a Return (RMA Process)

To keep things simple and traceable, please follow these steps:

Contact us first at ben@handxen.com with your order number, the item(s) you want to return, and the reason.
We will review your request and, if it is eligible, send you a Return Merchandise Authorization (RMA) number and detailed return instructions within 2 business days.
Pack the item securely in its original packaging, including all accessories. Write the RMA number on the outside of the parcel (not directly on the product box).
Ship the parcel using a trackable and insured shipping method. Items returned without an RMA number or sent to the wrong address may not be accepted.
Once we receive the parcel, we will inspect it (usually within 3–5 business days) and email you the result.

Please note: Do not return products to the address printed on the shipping label or on the product box — that may be a fulfillment warehouse. Always use the return address we provide with the RMA.

4. Shipping Costs for Returns

If the return is due to our error (wrong item shipped, item arrived damaged, item dead-on-arrival / defective on arrival within 30 days): we cover the return shipping cost, usually by providing a prepaid return label.
If the return is for a change of mind (you ordered the wrong model, decided you don't want it, found a better price, etc.): you are responsible for the return shipping cost, and the original outbound shipping cost will be deducted from your refund if it was not free-shipping.
The customer is responsible for sending the merchandise to us in a secure and trackable manner. We recommend insuring the parcel; we are not responsible for items lost or damaged on the way back to us.

5. Refunds

Once we receive and inspect your returned item, we will:

Send you an email confirming receipt and the result of the inspection.
If the return is approved, issue the refund to the original payment method (credit card, debit card, PayPal, Shopify Pay, or the wallet you used inside the AI channel).

Refunds are typically initiated within 3 business days of approval. Depending on your bank or card issuer, it may take another 5–10 business days for the refund to appear on your statement.

Partial refunds may be granted in cases where:

The item is returned more than 30 days after delivery but less than 60 days.
The item shows minor signs of use or is missing non-essential accessories.
The original packaging is damaged or missing.

If the returned item arrives with physical damage caused after delivery (e.g., cracked screen, bent connector, signs of liquid exposure), we will document the condition with photos, contact you for instructions, and may refuse the refund or offer a reduced refund at our discretion.

6. Exchanges

If you received a defective or incorrect item, we'll replace it with the same model (or, if out of stock, a comparable model or full refund — your choice). Contact us within 30 days of delivery to request an exchange.

If you simply want to swap for a different model, please return the original item for a refund following Section 3, then place a new order for the item you want. This is usually the fastest path.

7. Damaged or Lost in Transit

If your order arrives visibly damaged (crushed box, broken seal, etc.), please:

Take photos of the outer packaging and the product before unpacking further, if possible.
Contact us within 7 days of delivery at ben@handxen.com with the photos and your order number.
Do not discard the packaging until we have resolved the claim — carriers may require inspection.

For parcels marked as delivered by the carrier but not received, please contact us within 14 days. We will open an investigation with the carrier and work with you to resolve it, which may include a replacement or a refund depending on the outcome.

8. Warranty on Electronics

In addition to your return rights above, most of our electronic products are covered by a limited manufacturer or Handxen warranty for the period stated on the product page (typically 12 months from the date of delivery, unless otherwise specified).

The warranty covers defects in materials and workmanship under normal consumer use. It does not cover:

Normal wear and tear (scratches, scuffs, battery capacity drop within published tolerance).
Damage caused by accident, misuse, improper voltage, liquid exposure, or unauthorized repair or modification.
Damage caused by use with incompatible accessories or devices.
Cosmetic damage that does not affect function.
Loss or theft.

To make a warranty claim, contact ben@handxen.com with your order number, a description of the issue, and photos or a short video showing the problem. We'll walk you through troubleshooting and, if the product is confirmed defective within the warranty period, arrange a repair, replacement, or refund at our discretion.

This warranty is in addition to, and does not limit, any statutory consumer rights you may have under the law of your jurisdiction.

9. Orders Placed Through AI Channels

If you bought your item through Microsoft Copilot, ChatGPT, Google AI Mode, Gemini, or another AI channel powered by Shopify's Agentic Storefronts:

Handxen is the merchant of record. This return and refund policy applies in full — the same as if you had ordered on our website.
Please contact us directly at ben@handxen.com for returns, exchanges, or warranty claims. Do not ask the AI channel itself to process a return; it will redirect you to us.
Refunds will be issued back to the payment method you used in the AI channel.

10. Order Cancellation

You can request to cancel an order at any time before it has shipped. Email us at ben@handxen.com as soon as possible with your order number. Once the order has been handed to the carrier, cancellation is no longer possible, and you will need to follow the return process in Section 3 after delivery.

11. Contact

For any questions about this policy or an existing return, please reach out:

Handxen

300 Lockhart Road, FLAT/RM A 12F

ZJ300 Wan Chai, Hong Kong

Email: ben@handxen.com

We aim to respond to all return-related emails within 1 business day (Hong Kong time, Monday–Friday, excluding public holidays).