Refund policy

We want you to feel completely confident ordering from Handwell. If something isn't right, here's how we'll help.

Damaged, faulty or wrong item

If your order arrives damaged, defective, or isn't what you ordered, email us at handwell.shop@gmail.com within 7 days of delivery with your order number and a photo of the item and its packaging. We'll send a free replacement or a full refund, whichever you prefer, and you won't need to send anything back.

Changed your mind?

You can return an unused item within 14 days of delivery. To keep things fair and safe for every customer, the blanket needs to be unused and still folded in its original pouch, with the pull tabs untouched.

Please email us before sending anything back so we can share the return instructions. Returns sent without contacting us first can't be processed. Return shipping is the customer's responsibility, and we recommend a tracked service.

Once your return arrives and has been checked, we'll refund your original payment method within 5–10 business days. Original shipping was free, so there's nothing extra deducted for it.

Items we can't take back

For safety reasons, a fire blanket that has been used on a fire or taken out of its pouch can't be returned, because we can't guarantee its condition for the next family. Fire blankets are single-use, so after a fire, please replace yours.

Lost or delayed orders

If your tracking hasn't updated for 30 days, or your order hasn't arrived within 30 business days of shipping, contact us and we'll reship it or refund you.

Cancellations

Orders can be cancelled within 12 hours of purchase, before they're prepared for shipping.

Your local rights

If the consumer laws in your country give you additional rights, those rights still apply.

Questions? We're always happy to help at handwell.shop@gmail.com.