DHX Cargo
Refund Policy
We are committed to fair and transparent handling of all refund and dispute requests. Please read this policy carefully before placing an order.
🔒 Secure Escrow Protection
All payments through DHX Cargo are protected by our secure escrow system. Your payment is held and only released to the supplier after you confirm that your order has been received and meets your requirements.
✓ Our escrow system means your money is always protected. We never release funds until you are satisfied with your order.
↻ Refund Eligibility
You may be eligible for a full or partial refund in the following circumstances:
- Goods received are significantly different from what was ordered
- Goods received are damaged due to inadequate packaging (not customer damage)
- Shipment is confirmed lost by the carrier and cannot be located
- Supplier fails to ship within the agreed timeline without notice
- Counterfeit or misrepresented products are received
- Order was cancelled before goods were shipped from China
❌ Non-Refundable Situations
Refunds will not be issued in the following cases:
- Customer changes mind after goods have been shipped from China
- Delays caused by customs clearance in the destination country
- Delays caused by force majeure (weather, strikes, pandemics, etc.)
- Incorrect shipping address provided by the customer
- Goods damaged after delivery (post-delivery damage)
- Products that have been used, altered, or modified by the customer
⚠ Shipping fees are non-refundable once a shipment has been dispatched from our Guangzhou warehouse, unless DHX Cargo is at fault.
📝 How to Request a Refund
1
Contact us within 7 days
Report the issue within 7 days of receiving your goods (or within 7 days of expected delivery for lost shipments). Contact us via WhatsApp or email.
2
Provide evidence
Send us clear photos or videos of the goods received, the packaging, and any visible damage. Include your tracking number (e.g. DHX-2026-XXXXXXXX).
3
Review process (3–5 business days)
Our team will review your case, contact the supplier, and reach a fair resolution. We aim to resolve all disputes within 3–5 business days.
4
Refund issued
Approved refunds are returned via the original payment method (USDT, PayPal, bank transfer, etc.) within 5–10 business days of approval.
💰 Refund Processing Times
- USDT / Crypto: 1–3 business days after approval
- PayPal: 3–5 business days after approval
- Grey Bank / Bank Transfer: 5–10 business days after approval
- Zelle / Cash App / Apple Pay: 3–5 business days after approval
- Revolut / SEPA: 5–10 business days after approval
✅ Order Cancellations
You may cancel your order free of charge if goods have not yet been shipped from China. Contact us immediately via WhatsApp.
- Cancellations before shipping — full refund
- Cancellations after shipping has begun — shipping cost deducted
- Cancellations after delivery — subject to return policy (see above)
💬 To cancel an order, send your tracking number and "CANCEL ORDER" via WhatsApp as soon as possible. The faster you contact us, the more likely we can stop the shipment.