Refund policy
This policy applies to consumers (individuals buying for purposes outside a business). If you are buying as a business, see "Business and trade orders" below.
--- YOUR RIGHT TO CANCEL (14 days, no reason needed) ---
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days without giving any reason.
The cancellation period ends 14 days from the day on which you, or someone you have named, receives the goods. Where an order is delivered in separate parts, the period runs from the day the last item is received.
HOW TO CANCEL
Tell us clearly before the 14 days are up. You can email us at info@dhinduk.com, complete the model cancellation form below, or write to us at DONG HWA IND UK LTD., Room 3, 5 Crown Passage, Kingston upon Thames, KT1 1JD, United Kingdom. Simply returning the goods without telling us first is not sufficient notice.
RETURNING THE GOODS
After telling us you wish to cancel, send the goods back without undue delay and in any event within 14 days, to:
DONG HWA IND UK LTD., Room 3, 5 Crown Passage, Kingston upon Thames, KT1 1JD, United Kingdom
You are responsible for the cost of returning the goods and for their safe return. We recommend a tracked service, as we cannot refund goods that do not reach us.
YOUR REFUND
We will refund all payments received from you, including the standard delivery charge you originally paid. Where you chose a more expensive delivery option, we will refund the cost of our cheapest standard option only.
We will refund using the same payment method you used, within 14 days of receiving the goods back, or within 14 days of you providing evidence that you have returned them, whichever is earlier.
We may reduce your refund to reflect any reduction in the value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics and functioning.
GOODS EXCLUDED FROM THE RIGHT TO CANCEL
Sealed goods which are not suitable for return for health protection or hygiene reasons cannot be returned once unsealed after delivery. This applies to gloves supplied in sealed hygiene packaging, including our food application range. Your rights in respect of faulty goods are not affected.
--- IF SOMETHING IS WRONG WITH YOUR ORDER ---
These rights are separate from, and in addition to, your right to cancel. Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose and as described.
Within 30 days of delivery, if the goods are faulty you have the short-term right to reject them and receive a full refund.
After 30 days and within 6 months, you can ask us to repair or replace the goods. If that is not possible or does not resolve the issue, you are entitled to a refund or price reduction.
Within the first 6 months, any fault is presumed to have been present at the time of delivery unless we can show otherwise.
For faulty goods we cover the cost of return postage. Contact us at info@dhinduk.com with your order number and details of the fault.
PROTECTIVE PERFORMANCE
Our gloves are personal protective equipment. Protective performance is certified for the product as supplied. Gloves that have been washed, modified, or worn beyond the point of visible damage are consumed in normal use and are not faulty goods. Please inspect gloves before each use and replace them when protection can no longer be assured.
--- BUSINESS AND TRADE ORDERS ---
The 14-day cancellation right above applies to consumers only and does not apply to business purchases.
For trade orders we accept returns of unused goods in original, unopened packaging within 30 days of delivery, subject to prior written agreement and a restocking charge of 15%. Return carriage is at the buyer's cost. Your rights in respect of goods that are faulty or not as described are unaffected.
--- MODEL CANCELLATION FORM ---
Complete and return this form only if you wish to withdraw from the contract.
To: DONG HWA IND UK LTD., Room 3, 5 Crown Passage, Kingston upon Thames, KT1 1JD, United Kingdom, info@dhinduk.com
We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Order number: ______________________
Ordered on / received on: ______________________
Name of consumer: ______________________
Address of consumer: ______________________
Signature (only if notified on paper): ______________________
Date: ______________________
COMPLAINTS
If you are unhappy with how we have handled a return, contact us at info@dhinduk.com and we will respond within 5 working days. You can also seek free advice from Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk.