Sales, Shipping, Returns, and Refunds Policy
Effective date: August 29, 2026 Company: Hands on Concepts 3 Inc., operating as Hands on Concepts ("HOC," "we," "us," or "our") Contact: info@teamhoc.com | +1 619-396-5925 Mailing and operating address: 1330 La Cresta Blvd., El Cajon, California 92021, USA
This policy explains how quotes become orders, deposits and balances are handled, custom and stock-product cancellation rights, shipping, pickup, returns, and refunds.
1. Scope and Order of Documents
This policy applies to products and services sold by HOC worldwide. It supplements the Terms of Use and Sale, the accepted quote or invoice, the approved configuration and CAD sign-off, and the applicable written warranty. If an order-specific document expressly conflicts with this policy, the order-specific document controls only for that conflict. Mandatory consumer, assistive-device, warranty, cancellation, and refund rights always control.
2. Quotes, Online Prices, and Order Acceptance
Configurator totals, portal totals, product-page prices, shipping estimates, tax estimates, and verbal discussions are planning information until HOC reviews the complete submission. HOC may correct pricing, compatibility, availability, tax, freight, or data-entry errors before accepting an Order. HOC will disclose a material correction and obtain approval before proceeding.
A saved configuration or Submitted Configuration is not an accepted Order. Unless HOC expressly agrees otherwise in writing, a custom wheelchair Order becomes binding only after HOC confirms the Order, the customer or authorized representative approves the identified CAD/sign-off version, and HOC receives the required deposit or approved purchase-order or credit authorization.
3. Custom Orders and Deposits
HOC's standard custom-wheelchair deposit is $1,500, unless the quote, invoice, approved Dealer terms, or applicable law states otherwise. The deposit is credited to the total Order price. It is not an additional fee.
Subject to mandatory law, the deposit becomes nonrefundable when HOC begins disclosed order-specific work, which may include fitting, engineering, CAD preparation, procurement of custom or nonreturnable materials, fabrication, or another service performed specifically for the Order. If HOC cannot accept an Order or must cancel it for reasons not caused by the buyer, HOC will refund unearned amounts unless the buyer accepts another lawful resolution.
Approved no-deposit Dealers may pay according to written Dealer credit terms. No-deposit status is a revocable prospective credit accommodation and does not waive payment.
4. Balances, Payment Methods, and Pricing Changes
HOC may accept payment cards, PayPal, invoice links, approved purchase orders, insurer payments, or another method shown at checkout or on an invoice. Unless written credit terms state otherwise, the balance is due before shipment, delivery, or pickup.
An approved configuration change or change order may change the total. HOC will preserve manual line items separately from configurator pricing. A later configuration version updates the configuration component of the price and does not erase separately approved engineering, service, freight, credit, or adjustment lines. HOC will obtain approval before a customer-facing increase becomes binding.
5. Taxes, Duties, and International Charges
HOC collects sales, use, value-added, goods-and-services, or similar tax when HOC determines it is required to do so. Tax treatment can depend on destination, pickup, exemptions, product classification, and local law. A buyer claiming exemption must provide valid documentation before invoicing.
For international orders, the recipient is responsible for import permits, customs clearance, duties, brokerage, import VAT or GST, and other destination charges unless HOC's written shipping term says HOC will collect or pay them. HOC may suspend or cancel a transaction that cannot lawfully be exported, imported, paid, or delivered.
6. Customer Changes and Manufacturing Locks
Before production begins, HOC generally permits compatible changes subject to review, price, schedule, engineering, and new sign-off. Once production begins, HOC may restrict changes to protect safety and completed work. The portal should identify locked fields and the reason. A special request may be reviewed but need not be accepted and may require added cost, time, testing, or a new sign-off.
After the Manufacturing: Laser Cutting Tubes stage, frame design, folding-frame option, front-end taper, seat taper, ergo seating, lower-frame bends, back rigidizer, caster-housing style, footrest, clothing guard, folding back, seat bottom, forks, rear wheels, caster wheels, measurements, Batec plates, and one-arm drive are locked. Compatible couplers, backrest options, brakes, push handles, anti-tips, eligible accessories, and hybrid bearings may remain changeable as the production system permits. At Finishing (Clean/Blast/Cerakote/Bake), all configuration and measurement changes are locked. This operational summary is not a promise that every otherwise-unlocked change can be accepted.
7. Cerakote and Other Custom Finishes
Custom Cerakote requests are quoted separately unless a fixed price appears in an accepted Order. Screen colors and renderings are approximate. Substrate, preparation, batch, texture, lighting, monitor, photography, and normal production variation may affect appearance. Custom colors and finishes are not returnable for preference, subject to defect and mandatory rights. Normal cosmetic wear, chips, fading, abrasion, and damage caused by impacts or chemicals are not covered unless the written warranty says otherwise.
8. Lead Times and Delays
Lead times are good-faith estimates measured after HOC has the required deposit or approved credit authorization, complete information, approved CAD/sign-off, and necessary materials. They are not guaranteed delivery dates unless HOC expressly agrees in writing. Approved changes, supplier delays, testing, payer authorization, customs, carrier interruption, force majeure, or missing customer information may change the estimate. HOC will communicate material delays when reasonably practicable.
9. Shipping and Delivery
HOC selects a reasonable carrier and service unless the Order states otherwise. Shipping charges and any insurance are shown on the quote or invoice when known. Title and risk of loss pass under the Order and applicable law; nothing here eliminates HOC's responsibility for proper packaging, a nonconforming shipment, or a remedy that law requires.
The buyer must provide a complete deliverable address, access instructions, and an available adult for signature-required delivery. Additional costs caused by an incorrect address, refused delivery, storage, redelivery, or special handling may be charged only when disclosed and legally permitted.
Inspect packaging and the product promptly. Photograph visible damage and preserve packaging. Notify HOC and the carrier promptly so HOC can assist with a carrier claim. A seven-day report is requested for expedited handling, but failure to meet that period does not waive latent-defect or mandatory rights.
10. Pickup
Pickup is available at 1330 La Cresta Blvd., El Cajon, California 92021 unless HOC states otherwise. HOC may require identification, an authorized recipient, payment completion, and a scheduled appointment. California tax may apply to pickup. Storage charges will apply only if HOC gives advance written notice of the amount, start date, and applicable terms.
11. Returns of Stock Products
Except for an excluded category below, a stock product may be requested for return within 30 days after delivery if it is new, unused, uninstalled, complete, and in its original undamaged packaging. Contact HOC for a return merchandise authorization before shipping. Unauthorized returns may be delayed or refused where lawful.
HOC does not presently impose a general restocking fee. HOC will disclose any future restocking fee before purchase and update this policy before applying it. The customer pays change-of-mind return shipping. HOC pays reasonable return shipping for an incorrect HOC shipment and pays warranty shipping when the warranty or law requires it.
12. Nonreturnable Categories
Subject to mandatory rights, the following are not returnable for preference: custom or made-to-order products; products modified, fitted, cut, drilled, programmed, finished, or upholstered for a person or Order; opened hygienic or body-contact products that cannot safely be resold; used products; installed electronics; downloadable items; completed services; special-order products identified as nonreturnable before purchase; and products damaged after delivery.
These exclusions do not eliminate remedies for a defect, nonconformity, incorrect item, breach of warranty, failure of fit rights, or another claim protected by law.
13. Custom Wheelchair Cancellations and Returns
Custom wheelchairs generally cannot be returned or exchanged for preference after order-specific work begins. Before that point, HOC will evaluate a written cancellation request and return any amount that HOC is not lawfully entitled to retain. When law allows HOC to retain or charge order-specific costs, HOC should provide a written calculation of completed services, nonreturnable materials, supplier commitments, and other approved work.
California assistive-device fit rights, European or United Kingdom conformity rights, and other non-waivable rights remain available. The custom-made exception may remove a statutory change-of-mind withdrawal right but does not remove defect or conformity remedies.
14. European Union and United Kingdom Distance Sales
For eligible stock products purchased at a distance by a consumer, a statutory 14-day withdrawal right may apply. The period and required notices are governed by the buyer's mandatory local law. Bespoke or clearly personalized goods are generally excepted from the change-of-mind withdrawal right. HOC will not treat that exception as eliminating conformity, defect, warranty, misdescription, or safety rights.
15. Refund Timing and Method
Approved refunds are issued to the original payment method when practicable. HOC may require receipt and inspection of a return before issuing a discretionary refund. HOC targets processing within 30 days after approval or sooner when law requires. Bank or processor posting time is outside HOC's control.
16. How to Request Help
Contact info@teamhoc.com or +1 619-396-5925 with the buyer name, Order or Build identifier, product, delivery date, issue, requested resolution, and supporting photographs when relevant. Do not ship a wheelchair, battery, or large component without instructions.