D2HV Trading Return and Exchange Policy

As D2HV Trading products are handcrafted Zisha teapots, limited in quantity, and collectible in nature, this return and exchange policy is designed to protect customer rights while preserving the original condition of each product.

Customers are kindly requested to review all product information, images, videos, measurements, condition notes, and this return and exchange policy carefully before placing an order.

1. Eligible Return or Exchange Cases

D2HV Trading will consider return or exchange requests in the following cases:

  • The product is seriously damaged during shipping;
  • The product received is not the product ordered by the customer;
  • The product differs significantly from the official description on the website or written confirmation from D2HV Trading;
  • There is an issue with the product condition that was not previously disclosed by D2HV Trading.

2. Notification Period

Customers must contact D2HV Trading within [24 hours] from the time of delivery if any issue is found.

A return or exchange request must include:

  • check_circle Order number;
  • check_circle Images of the package upon receipt;
  • check_circle A continuous unboxing video;
  • check_circle Images or videos clearly showing the issue with the product;
  • check_circle A detailed description of the issue.

D2HV Trading reserves the right to refuse a request if the customer cannot provide sufficient evidence, especially an unboxing video in cases of breakage, cracks, or shipping damage.

3. Product Condition for Return

A product will only be considered for return if:

  • It remains in the same condition as when received by the customer;
  • It shows no signs of use, improper cleaning, heat exposure, impact, or alteration from its original condition;
  • All boxes, accessories, documents, information cards, or included items are complete, where applicable;
  • It is repackaged according to D2HV Trading’s instructions to ensure safe return shipping.

4. Non-Returnable Cases

D2HV Trading does not accept returns or exchanges in the following cases:

  • The customer changes their mind after receiving the product;
  • The product has been used;
  • The product is damaged due to improper storage, cleaning, use, or return shipping by the customer;
  • Minor color differences caused by lighting, photography, display settings, or the natural characteristics of the material;
  • Handcrafted marks, surface variations, or slight differences in form or detail that are natural characteristics of handmade products;
  • The customer fails to notify D2HV Trading within the required period;
  • The customer cannot provide an unboxing video or necessary evidence.

5. Return and Exchange Process

After receiving a request, D2HV Trading will review the information and respond within [3–5 business days].

If the request is approved, D2HV Trading may propose one of the following solutions:

  • Exchange for another product by mutual agreement;
  • Partial refund;
  • Full refund after D2HV Trading receives and inspects the returned product;
  • Support in working with the shipping provider if the issue occurred during delivery.

6. Return Costs

If the issue is caused by D2HV Trading or the shipping provider, D2HV Trading will support return costs based on a specific agreement.

If the issue arises from incorrect delivery information, failure to complete customs procedures, refusal to receive the package, or other reasons not attributable to D2HV Trading, the customer will be responsible for any related charges where applicable.

7. Refunds

If a refund is approved, it will be processed after D2HV Trading receives the returned product and confirms that it meets the return conditions.

Estimated refund time: [7–14 business days], depending on the payment method, bank, or payment service provider.