Refund policy
At Handhold Studio, everything is crafted one at a time, by hand. Before purchase, we welcome and encourage any questions, clarifications, and conversation! We’d love to hear from you to ensure that every design and expectation is a perfect fit.
Due to the hyper-custom nature of our work, we ask that you consider your design & purchase carefully before placing the nonrefundable 50% deposit or purchasing a project at full price, as we are unable to accommodate returns, exchanges, or cancellations. As a small business made of humans, we understand that sometimes life happens, or expectations fall short. In the unlikely event that you encounter a problem, please contact us immediately and we will attempt to work together along with the buyer to find a mutually agreeable solution.
In the event that we accept a cancellation, at Handhold Studio’s discretion, the 50% deposit placed will be forfeited to Handhold Studio. If buyer has outright purchased any pre-designed project(s), or a custom project(s), 50% of purchase price will be forfeit the same as a nonrefundable deposit.
In the event that we accept a return, at Handhold Studio’s discretion, Buyer is responsible for return shipping and packaging costs. If a return is accepted, your item must be in the same condition that you received it, unused + in its original packaging. Buyer is responsible for return shipping costs.
To start a return/cancellation contact us at hello@handholstudio.com. If your return is accepted, at Handhold Studio’s discretion, you'll be sent a digital invoice to prepay return shipping costs. Once invoice is paid, we’ll send you a return shipping label to affix over the original, as well as instructions on how and where to take your return. Any returned items must be handed off to our referred shipping company within 3 business days. Items sent back to us without first requesting a return and having it approved will not be accepted under any circumstances.
You can always contact us for any return question at hello@handholdstudio.com.
Damages and issues
Please inspect your order upon reception and contact us within 1 business day if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If item is damaged in transit, we'll need to file an insurance claim through shipment carrier. Please call us at (804)441-2988 immediately upon noticing damage, so that we can get ahead of the claim process.
Please take + send clear photos of damaged product AND packaging to hello@handholdstudio.com. Failure to supply documentation of damages will result in carrier damage claim denial, and we may not be able to rectify the issue. Each piece is insured for its full value. Claims paid by carrier will usually pay to replace, or partially refund purchase. Due to the nature of the claims process, Handhold Studio will not begin rebuilding any project, or refund any claims funds, until carrier has paid insurance to Handhold Studio.
Exceptions / non-returnable items
Due to the custom nature of our work, we are generally unable to accept or return any pieces that leaves our workshop. Should you not find your furniture or design suitable, please let us know immediately. Even though we do not accept returns, we are very happy to attempt to facilitate finding a client to purchase your piece from you.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We do not accept or offer exchanges. Should you find that a furniture or design not suit your space or expectations, please let us know and we will attempt to facilitate finding a buyer for your item(s) so that you may purchase a new design. The fastest way to “exchange” with Handhold Studio is to purchase a new design, and we’ll attempt to find a buyer for your currently owned project at the same time.
Refunds
In the event that we offer a refund, Handhold Studio will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund, as well. All deposits work custom work are nonrefundable, as well as 50% of any pre-designed furnitures or projects.
Customers Using Affirm Financing
If one or more items in your order has an extended ship date, your loan payment(s), including interest, may be due before the merchant ships all of the items. Please note that you may not receive a rebate of any interest that may have already accrued on an amount that later gets refunded.