RETURN & REFUND POLICY 

 

Thank you for shopping at Street Pulsez. We pride ourselves on working directly with local artisans to ensure the highest quality. If for any reason you are not completely satisfied with your product, we invite you to review our Cancellations & Returns/Refunds/Replacements policy.

The following terms apply to any product you have purchased from us.

 

1. Return Policy

All items are made to order – this means that when you place your order, our artisans will make it just for you.

Due to the nature of these items, unless the product arrives damaged or faulty, DONGHA does not accept returns and exchanges for any reason as our products are custom made and printed on demand.

Free returns are available if initiated within thirty (30) days from the date of successful delivery status displayed on the carrier’s system. You must email our customer service department within 3 days to request a return/refund. Any requests made after 30 days will NOT be accepted.

Note: Return requests must be approved by a store representative. Please note that you do not have to pay shipping costs when returning a product.

1.1 Eligibility for Returns & Refunds

All purchased products are not eligible for returns and/or refunds or replacements except in the following cases:

  • The product is defective, scratched, or damaged.
  • You received the wrong product (wrong size, wrong color).
  • A part of the product is missing.

Restrictions: We only accept returns that have been confirmed and approved by our Customer Service Representative. Any other returns without our prior approval will not be refunded.

In the event of a return, the product must be returned in its original, unused packaging, including all accessories. The customer will be responsible for the package if it is lost in transit or not in its original condition. All shipping costs for the return/exchange of the product will be your responsibility.

1.2 The Return Process is Necessary.

Our production and order fulfillment department always commits to deliver the product in perfect condition. However, there may be errors in our process that may cause your concern regarding the return. In such cases, please follow all the instructions below:

  •  All refund requests must be initiated with a refund request sent to our support email address [email protected] within 30 days of the product arrival date (the arrival date is defined as the date showing the “delivered” status of your package tracking number). Please send us your reason for return, as well as evidence (photos, videos,…) that the product is still intact (new, unused) and proof of purchase, for each product (shipping label).
  •  We will review your request once we receive it. Our customer service representative will respond to you within 24-48 hours.
  • We are happy to assist you in completing the refund process as long as you respond to our email. Therefore, if there is no response from you within 30 days from the date you initiated the return request, your request will be permanently rejected.

1.3 Return & Refund Commitment

The following commitments apply to all purchases with DONGHA:

Purchase at Street Pulsez means that you have fully understood and agreed to all of our policies and terms.

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

 

2. Replacement/Refund Policy:

At DONGHA, your satisfaction is our top concern.

If you are not satisfied with your order due to a defect, damage, wrong product or print quality issue: You are eligible for a partial or full refund or replacement. Please contact us at [email protected] within 30 days of receiving your order, including proof of receipt of the product. We will also notify you of the acceptance or rejection of your refund/return request.

If your request is accepted, we may issue a partial or full refund or provide you with a free replacement product.

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

Debit/Credit Card: You may see your refund as a credit in approximately 10-20 business days, depending on your bank.

For more information, please contact us at [email protected].

 

3. Cancellations

Cancellations are accepted within the first 12 hours of purchase. After 12 hours, your order will be confirmed for design, packaging and shipping to ensure the fastest fulfillment. We do not accept order adjustments or cancellations after 12 hours or when the order has entered the printing process.

Full refunds are only available for cancellations within 12 hours and order changes. Please notify us via email at [email protected] when you have made changes to your order.

 

4. Order Modifications

Once you place an order, we will give you 12 hours to modify it, so if you want to change any information in your order, please make sure you contact us before the 12 hours have passed.

In addition, if you find that you have ordered the wrong product and want to reorder, please email us immediately via our support email address [email protected] within 12 hours of purchase.

In case you want to change the ordered variation, you just need to inform us:

  • The new order has the same price as the old order, we will support you to change it on our system.
  • The new order has a lower price than the old order, we will support you to change it on our system and refund the difference to your account within 5-10 days (depending on your bank).
  • The new order has a higher price than the old order, we will cancel your previous order and provide you with a discount code with the same amount of the previous order so that you can reorder.

We would appreciate it if you could let us know the reason for canceling the order. This will help us a lot in improving our products and services.