Terms of Service
Last updated: April 2026 · Governing law: State of New York
By using Returns Handled, you agree to these terms. Please read them carefully before submitting a return.
Section 1 — What We Do
Returns Handled provides a package pickup and carrier drop-off service. We collect pre-packaged, pre-labeled return packages from building front desks and deliver them to the appropriate carrier. We are not a shipping carrier, freight company, or retailer, and we do not process refunds or returns on behalf of any retailer.
Section 2 — Eligibility
You must be a resident of a participating building and at least 18 years old. By submitting a pickup request, you confirm you are the rightful owner of the package and that the contents are accurately described.
Section 3 — Package Requirements
You are solely responsible for ensuring your package meets all requirements: fully sealed and return-ready, valid prepaid label attached, contents match the registered return, not exceeding 50 lbs, item value not exceeding $300, no electronics/jewelry/luxury goods/hazardous materials, return window must have at least 5 days remaining. We reserve the right to refuse any package at our sole discretion.
Section 4 — Form Submission Requirement
You must submit a pickup request form before or at the time of drop-off. Packages left at the front desk without a form submission are not covered by this Service. Returns Handled is not liable for unregistered packages under any circumstances.
Section 5 — Limitation of Liability
Returns Handled is not responsible for: packages rejected by a carrier, lost or damaged packages once in the carrier's possession, missed return windows, retailer decisions to deny or delay a return, discrepancies between the item dropped off and the item originally purchased, or packages left without a registered form submission. Our total liability shall not exceed the fee paid for the specific pickup. During the free pilot period, our liability is $0.
Section 6 — Contents Accuracy
By submitting a pickup request, you confirm the package contains the item described. We do not open or inspect packages. We are not liable for any dispute arising from incorrect, missing, or fraudulent contents.
Section 7 — Right to Refuse Service
We reserve the right to refuse service to any user or package at any time for any reason including improper packaging, prohibited items, or oversize/overweight packages.
Section 8 — No Shipping Cost Coverage
Returns Handled does not pay for or reimburse return shipping labels or carrier fees. All return postage must be prepaid before drop-off.
Section 9 — Service Availability
The Service is in a pilot phase in select Manhattan buildings. We make no guarantees about continued availability or pickup frequency. We may modify or discontinue the Service at any time.
Section 10 — Changes to These Terms
We may update these Terms at any time. Continued use constitutes acceptance.
Section 11 — Governing Law
These Terms are governed by the laws of the State of New York. Disputes shall be resolved in the courts of New York County.
Questions? Contact us at hello@returnshandled.com