Last Updated: October 16, 2026
Start With Customer Care
For return requests or concerns about an item, email service@dwhse.com.
dwhse™ is owned and operated by Zhengzhou Jinyu Hongtai Media Technology Co., Ltd.
Owner: Yang Yong
Business Address: Room 107, 17th Floor, Building 12, No. 166 University South Road, Erqi District, Zhengzhou City, Henan Province
Phone: +86 17676985641
Website: dwhse.com
Please do not send returns to the business address unless our support team specifically directs you there.
Your 30-Day Return Window
You may request a return of an eligible product within 30 calendar days after delivery.
For a voluntary change-of-mind return, the item must be:
- Unused and in its original condition
- Complete with supplied accessories and components
- In its original packaging
- Accompanied by proof of purchase or an identifiable order number
Opening packaging to inspect an item does not automatically remove rights provided by applicable law.
Bathroom Products and Hygiene
A toilet brush set that has been used cannot be accepted under our voluntary change-of-mind return arrangement.
Where applicable law permits an exception for sealed hygiene goods, that exception applies only when the legal conditions are met. We do not treat every bathroom product as automatically exempt from statutory rights.
These restrictions do not remove your rights concerning a defective, incorrect, unsafe, or materially misdescribed product.
Requesting a Return
Send us:
- Your order number and the email used at checkout.
- The product name and quantity concerned.
- Your reason for requesting the return.
- Photographs or video where relevant to the issue.
We will review the request and explain the next steps. For an eligible return, we provide the appropriate return destination and instructions.
Contact us before independently arranging shipment. Sending an item to an incorrect location can delay or prevent processing, without affecting any rights that cannot legally be restricted.
Who Pays the Return Shipping?
A Change of Mind or Incorrect Option Selected
For eligible preference-based returns, the customer pays the return shipping charge.
We do not promise a prepaid return label for these returns. Use the shipping method specified in the return instructions and retain proof of shipment.
A Damaged, Defective, Incorrect, or Incomplete Item
If the issue is confirmed, we provide an appropriate replacement, refund, or return solution at no additional cost to the customer, including related return shipping where a return is required.
Please contact us before paying to return an item affected by such a problem.
Reporting an Item Problem
Inspect your order after delivery and report concerns as soon as reasonably possible.
Useful supporting information can include photographs of the item, packaging, and shipping label. We will not automatically reject an otherwise valid claim solely because you did not report it within 72 hours.
Depending on the circumstances and applicable law, the resolution may involve replacement, refund, or another appropriate remedy.
Refund Amount and Timing
For an authorized return, we inspect the item and issue an approved refund within 10 business days after receiving it.
The refund is sent to the original payment method. Your bank or payment provider may take additional time to display the credit.
Refunds reflect the amount actually paid for the returned products, including applicable refundable taxes. For preference-based returns, the original standard shipping charge is not refunded unless required by law. Delivery charges connected with a confirmed merchant error are included where appropriate.
Where mandatory law requires an earlier refund or a different calculation, that requirement takes precedence.
If you have not received an expected credit after 15 business days from our refund confirmation, contact us with your order number.
Exchanges and Cancellations
Contact us if you want another available product or option. Where a direct exchange is unavailable, we may arrange an eligible return followed by a separate purchase.
Cancellation requests before delivery are reviewed according to fulfillment status. If dispatch can no longer be stopped, the return arrangements above apply where eligible.
Statutory Withdrawal Rights
Where applicable, EU consumers have a 14-day statutory withdrawal right for eligible distance purchases, subject to legal exceptions. This right is separate from our voluntary 30-day return arrangement.
Applicable withdrawal rules govern notice, return timing, refunds, and delivery-charge reimbursement. We may withhold reimbursement until we receive the goods or evidence of return where legally permitted. Statutory refunds are handled within the applicable legal deadline.