Refund Policy

When you are refunded

Once a returned piece reaches us and is checked, we refund it within 5–10 working days. You can choose how:

• To your original payment method — the card, bank account or PayPal account you paid with, through Razorpay or PayPal.
• As store credit — a Hendwerkes gift card for the same amount, sent by e-mail, which you can use on any future order.

Your bank or card provider may take a few extra working days to show the money in your account.

Full and partial refunds

If you return only part of an order, we refund the pieces you send back. If a discount or free shipping depended on the full order, the refund is adjusted so you pay the price that would have applied to the pieces you keep.

Cancelled orders

You can cancel an order from My Account → Orders until it has been packed for shipping. Made-to-order and personalised pieces can be cancelled until the artisan starts work on them. A cancelled order that was already paid is refunded in full.

If a payment fails or is not completed, no money is taken and the order is cancelled automatically.

Shipping, duties and taxes

Original shipping is refunded when a piece arrives faulty, damaged or wrong. Import duties and taxes collected at checkout (DDP) are refunded with the piece. Duties paid to the courier on delivery (DAP) belong to your country's authorities; they are refunded only if the courier or customs office returns them.

Currency

Refunds are made in the currency you paid in. Exchange-rate differences or fees charged by your bank are outside our control.

Questions

Write to our support team with your order number.