Delivery, returns and refunds

1. Delivery

Estimated delivery within Vietnam is 3–5 days according to the current support information. Actual timing depends on order confirmation, location and delivery conditions. Shipping is VND 30,000, free from VND 1,000,000. Contact us to confirm a specific schedule.

2. Receiving your order

Check packaging, quantities and products on receipt. For damage, defects or wrong items, retain packaging and take clear photographs. Report promptly, within 7 days as requested by the current support guidance; this does not exclude your applicable statutory rights.

3. Returns and replacements

Contact us with the order reference, description and relevant evidence. Dong Hwa discusses replacement or refund after verification. Confirm the return address, packing method and responsibility for shipping costs before sending items. Change-of-mind requests require prior discussion.

4. Refunds

The amount, method and expected refund timing are communicated when the resolution is agreed, based on the actual payment and confirmed refund scope. Keep receipts and correspondence. You do not need to disclose passwords or OTPs to receive a refund.

5. Preparing for and tracking delivery

Verify recipient, phone number, street address, locality and delivery instructions before confirming. If someone else will receive the order, explain what to check and any amount due. Arrange a suitable handover location and someone able to inspect fragile parcels.

For unclear dates or schedule changes, contact us with the order reference. The 3–5 day estimate is not a guaranteed delivery at a particular hour; holidays, location and carrier disruptions can affect progress.

6. Abnormal parcels or unsuccessful delivery

If a parcel is dented, torn, wet or appears broken, record its condition with the courier where possible and photograph the exterior before opening. If refusing it because of its condition, notify Dong Hwa promptly. Do not sign for statements you have not checked or disagree with.

If the recipient cannot be reached, the address is incorrect or access is impossible, agree a new schedule and address. Discuss any extra charge beforehand; redelivery should not automatically be assumed free or chargeable.

7. Defects versus change of mind

Breakage on receipt, wrong codes, missing components or faults should be reported for comparison with the order and actual condition. Requests to change colour or size, or return correct non-defective goods, require a separate discussion of acceptance, condition and costs before shipment.

Do not send goods to the office or factory without instructions. Reporting a request does not automatically mean the return has been approved. Applicable statutory consumer rights remain unaffected.

8. Packing and confirming a return

Once a return is agreed, wrap the pot body, lid and each item separately and fill empty spaces with suitable protective material. Use the original packaging if it remains protective, or an agreed alternative. Include the instructed order and issue details without exposing sensitive documents outside the parcel.

Keep tracking and handover evidence. If packing is unsafe, for example because of sharp broken fragments, ask for instructions first. After receipt and inspection, confirm the next step for replacement or refund.

9. Tracking a refund

The refund agreement should identify the items, item amounts, treatment of delivery or optional-service charges and the recipient account or method. Do not assume all fees are either refunded or retained; check the reason and agreed outcome.

After being told a refund was made, check the actual transaction. If it is missing, provide the order reference and refund notice for tracing, and check with the bank or payment provider where appropriate. Never send an additional payment merely to “unlock” a refund.