Return Policy

All items sold on Dhause are covered under the 7-DAY BUYER PROTECTION and/or 14 DAY RETURN GUARANTEED.

The logo(s) of the return policy for each item can be found on the item’s page.

7-Day Buyer Protection

14 Day Return Guaranteed
 Coverage of return policy

7 calendar days

14 calendar days

 Change of mind

Not Available

Available

 Money back guarantee

Yes

Yes

 Dhause verified-service of sellers

Yes

Yes

Depending on the applied Return policy, you may return your item to us within 7 or 14 calendar days. Countdown starts from the date you received the item to the post stamp date on the return parcel.

 

Requirements for a valid return:

• Proof of purchase (order number, tax invoice, etc)
• Bank details in Return Form if original payment is made via senangPay.
• Include printed Return Form and Dhause Tax Invoice in each return package box
• Reason for return has to be valid and return acceptance conditions met (check out below)

Should there be any item damage due to our transportation, please contact our customer service within 24 hours for claim purposes.

 

For which reasons can I return an item?

You may want to return your item due to any of the following reasons:

Reasons for return YOUR RETURN MUST BE :
New condition Sealed condition Complete (free gifts, accessories, original packaging) Not damaged Tags & labels attached
Delivery – Wrong Product

Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box / packaging only

Quality – Damaged Product x x x
Quality – Defective x x
Quality – Product Condition
Delivery – Parts Missing x x
Website – Incorrect Content
Product – Does Not Fit (Not applicable to fashion items from overseas sellers)
Customer – Change of Mind (not applicable for items from overseas)
Not As Expected

NOTE: In the unlikely event that your return does not meet requirement(s), our Customer Service will notify you before sending it back to you. In this instance, your return courier/postal fee will not be reimbursed. Returns are not applicable for all under garments due to hygiene purposes

 

Return and substitution form

Can I return or change a product at your office or warehouse?

No it’s not possible to come to our office to return or swap a product. If you want to swap a product we deliver the swapped product to your home address. It’s important that you fill out the return form together with the products you want to swap or else we are not able to change your products.

 

I need to return a product.

You are always welcome to return products. You can return products 7-14 days after you have received your order. If you regret your purchase – then you have to return the product in the same condition as you received the product. The refund will be transferred to your account within max. 7-14 days since the moment when we receive the product. It can take up to 7-14 days for the return parcel to be accepted and processed by our return stock. It’s important that you write your name, the invoice number and that you want a refund. For more details, check our Dhause Return Policy to make sure your item is eligible for return.

If your return meets all requirements, return can be initiated via the Online Returns Form (recommended for a faster processing). If you are unable to download the Return Form, contact our Customer Service. We are happy to help you with your return.

I have received a faulty product.

Dhause checks all products for their quality before shipment. However should there anyway be faults in the products then you should return the product as soon as possible. You have to write you name, invoice number and what is the fault with the product when it’s returned. A faulty product will be replaced in 7-14 days from when we have received the product. If we don’t have a replacement then we will refund you your money in maximum 14 days from we have received the faulty product Faulty products needs to be returned to: D’Hause 315, Lot 1171 & 1172, Jalan Batu Kawa, 93250 Kuching Sarawak, Malaysia.

 

Can I return an item after the return policy coverage days?

Your item cannot be returned after 7 calendar days for items under 7-DAY BUYER PROTECTION and 14 calendar days for items under our 14-DAY RETURN GUARANTEE.

After this period, if the item is covered by a manufacturer’s warranty, please contact the manufacturer directly for assistance and return.

You can also find the warranty center contact information for your item on the warranty card in the package.

 

How do I track my return status?

You can track return status using the tracking number provided to you by our logistics partner.

 

How long is the quality evaluation process?

Replacement process only begins after we have completed evaluating your returned item.

This quality evaluation process may take up to 2 – 3 business days.

 

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