RETURN & REFUND POLICY

Thank you for shopping at DONGHA. We pride ourselves on working directly with the local artisans to ensure the highest quality.

If for any reason, you are not completely satisfied with your purchase, We invite you to review our policy on Cancellation & Return/Refunds/Replacement Policy.

The following terms are applicable for any products that you purchased with us.

1. Return Policy

All items are made to order – this means that when you place your order, our craftsman will make that item(s) just for you.

Because of these items’ nature, unless they arrive damaged or defective, DONGHA does not accept return and exchange requests for any reason as our products are customized and printed on demand.

Free Return requests are available if initiated within thirty (30) days from the date showing the delivered status successfully on the carrier’s system. You must email our customer service within 3 days to request the return/refund. Any claims made after 30 days will NOT be accepted

Note: The return request must be the consent of the store representative. Please be informed that you do not have to pay the return shipping fee.

1.1 Return & Refund eligibility requirements

All the purchases will not be entitled to a return acceptance and/or a refund or a replacement excepting the following cases:

– The product has been flawed, blemished, or damaged.

– You received an incorrect item (wrong size, wrong color).

– A part of your item is missing.

Restriction: We only accept returns that were confirmed and authorized by our Customer Service Representative. Any other return without our prior acceptance will not be refunded.

In case of a return, the product(s) must be returned with its original packages, unused, including all the accessories attached. Customers will be responsible for the package in case it is lost in transit or is not in its original condition. All the shipping fees for the return/exchange of the product will be at your expense.

1.2 A return procedure is required.

Our production and fulfillment department always commits the product to being shipped in perfect condition. However, there can be a mistake during our process that leads to your concern about the return. In such these cases, please follow all the instructions below:

– All returns must be initiated with a return request sent to our support email address contact@donghavn.com within 30 days of the package’s arrival date (the arrival date is defined as the date that shows the “delivered” status of your package’s tracking number). Please send us your return reason, as well as evidence (photo, video,…) that the product is still in its original condition (new, unused) and proof of purchase, for each item (shipping label).

– We will consider your request once we receive it. Our customer service agent will respond to you within 24-48 hours.

– We are willing to assist you to complete the return process as long as you reply to our email. Therefore, if there is not any response from you within 30 days from the date you initiate your return request, your request will be permanently denied.

1.3 Return & Refund commitment

The following commitments apply to all purchases with DONGHA:

Purchasing with DONGHA means that you have fully understood and agreed to all our policies and terms.

After you receive our return confirmation, please return the package in 30 days. After returning the product, please send us the shipping label and the tracking number of your return as proof that you return in time.

2. Replacement/Refunds Policy:

At DONGHA, your satisfaction is our number one concern.

If you are unhappy with your order due to a defect, damage, wrong item, or a printing quality issue: You are eligible for a partial/full refund or replacement. Please contact us at contact@donghavn.com within 30 days of receiving your order, including proof of the received item. We will also notify you of the approval or rejection of your refund/exchange request.

If your claim is approved, we can issue a partial/ full refund or provide you with a replacement free of charge.

Refunds will be issued to the original form of payment. Depending on the form of payment, you will receive your refund within:

Debit/Credit Card: You can see the refund as a credit approximately 10-20 business days later, depending upon the bank.

For any further information, please contact us at contact@donghavn.com

3. Cancellation

Cancellation is approved within the first 12 hours of purchasing time. After 12 hours, your order will be confirmed for the process of designing, packaging, and shipment to ensure the fastest fulfillment. We do not accept orders adjustment or cancellations after 12 hours or once the order has been taken into the printing process.

Full refund only applies for cancellation within 12 hours and switching orders. Please inform us via email at contact@donghavn.com when you have switched orders.

4. Order revision

After you place an order, we will give you 12 hours to revise it so if you would like to change any information in your order, make sure that you contact us before 12 hours have passed.

Besides, if you found that you ordered the wrong product and would like to re-order, email us immediately via our support email contact@donghavn.com within 12 hours from the purchasing time.

In case you would like to change the variant you ordered, you only need to inform us:

– The new order has the same price as the old order, we will assist you to change it on our system

– The new order has a lower price than the old order, we will assist you to change it on our system and refund the rest of the order amount you paid to your account in 5-10 days (based on your bank)

– The new order has a higher price than the old order, we will cancel your previous order and give you a discount code with the same amount as your previous order so that you can order again.

We would appreciate it if you could tell us the reason for the cancellation. It will help us so much to improve our products and services.