Refund policy
My-Handcraft is operated by OPTIMAL GO (HONG KONG) INTERNATIONAL LIMITED. This Return, Exchange & Refund Policy applies to purchases made through my-handcraft.com.
We want every customer to receive the correct product in the condition described on our website. Please review this policy carefully before placing your order.
Effective date: September 4, 2026
1. 30-Day Return Window
You may request a return within 30 calendar days of the date your order is delivered.
We accept eligible returns for both defective and non-defective products, subject to the conditions and exclusions below. Requests submitted after the 30-day period may not be accepted unless otherwise required by applicable law.
2. Return Eligibility
To qualify for an eligible non-defective return, the product must:
- Be unused, uninstalled, clean, undamaged, and in resalable condition
- Be free from stains, odors, misuse, alteration, improper installation, and excessive wear
- Include the original packaging, accessories, components, hardware, manuals, and other included materials
- Be accompanied by proof of purchase
- Be returned only after receiving written return authorization from My-Handcraft
Products that do not meet these conditions may be refused or may receive an adjusted refund where permitted by applicable law.
3. Damaged, Defective, Incorrect, or Misdescribed Products
Please contact us within 30 calendar days of delivery if a product arrives damaged, defective, incomplete, incorrect, or materially different from its description.
Email support-1@my-handcraft.com and include:
- Your order number
- The email address used to place the order
- A clear description of the issue
- Clear photos or videos of the product, issue, shipping label, and packaging where relevant
After reviewing the claim, we may provide replacement components, a replacement product, a partial refund, a full refund, or authorized return instructions, depending on the circumstances and any rights available under applicable law.
For an approved claim involving a damaged, defective, incorrect, incomplete, or materially misdescribed product, My-Handcraft will cover reasonable return shipping costs or provide a prepaid return solution when a return is required.
4. Change-of-Mind Returns
Eligible standard products may be returned within 30 calendar days of delivery if you no longer want the product, subject to the eligibility conditions in this policy.
For approved change-of-mind returns:
- The customer is responsible for return shipping costs to the authorized return location in Hong Kong
- Any original or optional shipping charge is non-refundable
- My-Handcraft does not charge a restocking fee
Standard shipping is currently offered free of charge, so there is normally no original standard shipping charge to refund. International return shipping to Hong Kong may be substantial. Do not purchase return postage before receiving our written authorization and return instructions.
5. Custom, Personalized, and Made-to-Order Products
Products that are customized, personalized, made to order, or prepared according to customer-provided specifications are not eligible for cancellation, return, or exchange for non-quality-related reasons after the specifications have been confirmed and the order has entered production, preparation, or fulfillment.
This exclusion does not apply when the product is damaged, defective, incorrect, incomplete, or materially different from the confirmed specifications, or when applicable law provides a non-excludable remedy.
6. Compatibility, Size, Model, and Configuration Selection
Customers are responsible for reviewing product measurements, compatibility information, model details, and configuration requirements before ordering.
A product ordered using an incorrect customer-selected vehicle model, year, size, color, version, specification, or configuration is not eligible for return or exchange, unless the product information supplied by My-Handcraft was materially inaccurate or applicable law requires otherwise.
If you are unsure about compatibility or sizing, contact us before placing your order.
7. Other Non-Returnable Items
Unless otherwise required by applicable law, we do not accept returns of:
- Gift cards
- Products clearly marked as final sale or non-returnable before purchase
- Clearance products where the product page clearly states that the sale is final
- Perishable goods
- Opened personal-care, beauty, hygiene, or sanitary goods that cannot safely be resold
- Hazardous materials, flammable liquids, or gases
- Products that have been installed, used, altered, modified, improperly cleaned, or damaged through misuse or improper handling
- Products missing required components, accessories, or materials
- Unauthorized returns sent without written approval
Product-specific exclusions will be disclosed on the relevant product page where applicable.
8. Exchanges and Replacements
We do not currently offer direct exchanges for change-of-mind purchases. If you want a different eligible standard product, return the original product after authorization and place a new order.
For approved claims involving damaged, defective, incorrect, incomplete, or materially misdescribed products, we may provide a replacement product or replacement component where appropriate.
9. How to Request a Return, Replacement, or Refund
Contact us within the applicable period at support-1@my-handcraft.com.
Please include your order number, ordering email address, reason for the request, and supporting photographs or videos where relevant. We may request additional information reasonably necessary to review the request.
We will notify you whether the request has been approved and provide return instructions where required.
Do not send any product back without written authorization from My-Handcraft. Unauthorized returns may be refused or returned to the sender.
10. Return Address
Approved returns must be sent to the specific authorized return address in Hong Kong provided by our support team.
The authorized return address may differ from our registered business address and the original shipping origin. Do not return products to our registered business address unless our support team specifically instructs you to do so in writing.
11. Inspection of Returned Products
Returned products may be inspected after receipt to confirm their condition, included components, and consistency with the approved return request.
If the product meets the applicable requirements, the refund will be processed. If it does not, the return may be refused or the refund may be adjusted where permitted by applicable law. We will contact you if a material issue is identified during inspection.
12. Refund Processing
After an eligible return is received and approved following inspection, we will issue the applicable refund to the original payment method within 3 to 5 business days.
If a refund is approved without requiring a return, it will generally be issued within 3 to 5 business days after approval. Your bank, card issuer, or payment provider may require additional time to post the refund, and those external processing times are outside our control.
13. Partial Refunds
With the customer's agreement, a partial refund may be offered for a minor cosmetic issue, a missing non-essential component, or another issue that does not prevent normal use when the customer prefers to keep the product.
A customer is not required to accept a partial refund where another remedy is available under applicable law.
14. Order Cancellations
To request cancellation, contact us at support-1@my-handcraft.com within 24 hours of purchase.
We will make reasonable efforts to accommodate the request, but cancellation is not guaranteed once an order has entered production, preparation, fulfillment, packing, or shipment. After shipment, the order can no longer be canceled and must follow the applicable return process after delivery.
15. Order Modifications
Contact us as soon as possible if you need to change a shipping address, product, size, color, quantity, model, or configuration.
We will make reasonable efforts to update the order before fulfillment begins, but changes are not guaranteed. Custom orders cannot be changed after their specifications are confirmed and production or preparation begins.
16. Incorrect or Incomplete Shipping Information
Customers are responsible for providing complete, accurate, and deliverable shipping information at checkout.
If delivery fails because of inaccurate or incomplete customer-provided information, the customer may be responsible for carrier fees, return shipping, and reshipping costs. Refund or replacement eligibility will depend on the circumstances and available carrier information.
17. Refused or Failed Delivery
If a package is refused, unclaimed, or cannot be delivered for customer-related reasons, the customer may be responsible for return shipping, reshipping, carrier fees, and other direct costs. Any refund may be adjusted for non-refundable costs where permitted by applicable law.
18. Lost or Damaged Return Shipments
For customer-arranged returns, use a trackable shipping service and keep proof of shipment. My-Handcraft is not responsible for customer-arranged return shipments that are lost or damaged before reaching the authorized return location.
When My-Handcraft provides a prepaid label or carrier arrangement, responsibility will be handled according to that return arrangement and applicable law.
19. 12-Month Limited Product Warranty
Unless a different warranty is stated on the product page, products include a 12-month limited warranty from the delivery date covering verified manufacturing defects.
The warranty does not cover normal wear, cosmetic changes from ordinary use, accidental damage, misuse, neglect, improper storage, unauthorized modification, incorrect installation, failure to follow care or use instructions, or incompatibility resulting from incorrect customer-provided information.
For products that require installation, professional installation is recommended. Damage caused by improper installation is not considered a manufacturing defect.
For an approved warranty claim, we may provide troubleshooting, replacement components, repair where available, a replacement product, or an appropriate refund. This warranty is in addition to any rights that cannot be excluded under applicable law.
20. Mandatory Consumer Rights
Nothing in this policy excludes, restricts, or modifies any consumer right or remedy that cannot lawfully be excluded. If mandatory consumer protection law in your location provides stronger rights, those rights will apply.
21. Contact Information
My-Handcraft / OPTIMAL GO (HONG KONG) INTERNATIONAL LIMITED
Email: support-1@my-handcraft.com
Phone: +1 628-316-6440
Registered Business Address: NO. 99 KING FUK ST, SAN PO KONG, KOWLOON, HONG KONG
Website: https://my-handcraft.com
Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM Pacific Time (PT)
The registered business address is not automatically the return address. Use only the return address provided in an approved return authorization.