Return Policy

At OnHand Marketplace, we strive to ensure that our customers are completely satisfied with their purchases. If you are not entirely happy with your order, we are here to help. Please review our return policy below for details.

1. Return Eligibility

1.1 General Conditions
To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging. The following criteria must be met:

The return request must be made within 7 days from the date of delivery.
The item must be in its original condition, undamaged, and with all tags/labels attached.

1.2 Non-Returnable Items
Certain items cannot be returned or exchanged due to their nature, including:

Perishable goods (e.g., food, flowers)
Custom-made or personalized products
Digital downloads (e.g., eBooks, software)
Intimate products (e.g., lingerie, swimsuits)
Gift cards

1.3 Sale or Discounted Items
Only regular-priced items are eligible for return. Unfortunately, sale items or items purchased with a discount code cannot be returned or exchanged.

2. Return Process

2.1 How to Initiate a Return
To start a return, please contact our customer service team at sales@onhandmarketplace.com or 09 777 335 336 within 7 days of receiving your order. Please provide your order number, details of the product(s) you wish to return, and the reason for the return. We will provide instructions on how to ship the item back to us.

2.2 Return Shipping
Customers are responsible for covering the cost of return shipping unless the return is due to our error (e.g., incorrect or defective product). We recommend using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.

2.3 Return Address
Please send your return to the following address:
Seller's Shop
Seller's Shop Address

3. Refunds

3.1 Refund Processing
Once we receive your returned item and inspect it to ensure it meets the eligibility criteria, we will process your refund. Please note that we reserve the right to refuse returns that do not meet our standards.

3.2 Refund Method
Refunds will be issued to the original payment method used for the purchase. Depending on your payment provider, it may take between 7-14 days for the refund to reflect in your account.

3.3 Partial Refunds
In some cases, only partial refunds are granted. These include:

Any item that is not in its original condition, is damaged, or missing parts for reasons not due to our error.
Any item returned after the 7 days return window.

4. Exchanges

4.1 Exchanging an Item
If you wish to exchange your item for a different size, color, or model, please contact us at sales@onhandmarketplace.com or 09 777 335 336. Exchanges are subject to product availability, and additional shipping charges may apply.

4.2 Defective or Damaged Items
If your item is defective or arrives damaged, please notify us immediately with a photo of the defect or damage. We will offer a replacement or full refund, including shipping costs, at no extra charge.

5. Late or Missing Refunds

5.1 Checking Refund Status
If you haven’t received a refund yet, first check your bank account again. Then, contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at sales@onhandmarketplace.com.

6. International Returns

For international orders, the return shipping process and associated costs will be the responsibility of the customer. We are not responsible for customs fees or delays in the refund due to international shipping logistics.