Refund policy

Try HandRo for 60 days

You have a 60-day money-back guarantee from the day you receive your order. If your order arrives in more than one delivery, the period starts when the last item is delivered. If the last day falls on a weekend or public holiday, the period is extended to the next working day. You can try the thumb supports during this period. The customer pays the return postage when cancelling a purchase under a statutory right to cancel and when returning items under the 60-day guarantee.

How to request a return

Send your order number and a message saying you would like to make a return to handrokundservice@proton.me within 60 days. We’ll send you return instructions and the correct return address. Please do not send the parcel to an address on the packaging without first confirming the return address with us.

Refunds

Your refund goes back to the payment method you used. If you return the whole bundle, please include the gifts that came with it. When you use the 60-day guarantee, we process the refund without undue delay and no later than 14 days after we receive your return. Your bank may take a few working days to process it.

Right to cancel and faulty items

The 60-day guarantee is in addition to your statutory rights. Depending on where you live, consumer law may also give you a right to cancel an online purchase, normally within 14 days of receiving it. If it does, let us know within that period and send the item back within 14 days of telling us. You can send us a clear statement or use the cancellation form. If you cancel under this right, we will refund you no later than 14 days after you tell us, but we may wait until we have received the item or proof that you have sent it back.

If an item is faulty, you can make a claim under the consumer law that applies to your purchase. Contact us as soon as you notice the fault. The guarantee does not limit your right to make a claim for faulty goods.

Changing or cancelling an order

Contact us as soon as possible if you want to change or cancel an order. Before your item has been dispatched, you can also request cancellation through your customer account. If your order has already been dispatched, we’ll help you with the return. This does not affect your statutory rights.

Notice of cancellation

You can send a clear statement to handrokundservice@proton.me. Please include your name, address, order number, the items concerned and the date you received them. You don’t need to give a reason.

If a claim for faulty or defective goods is accepted, we cover the necessary return postage. Orders that have already been placed are subject to the terms agreed at the time of purchase.

Return address
HandRo
Axeltorp 3264
288 90 Knislinge
Sweden