Refund and Return Policy
I. Scope of Application
This refund and return policy applies to all customers who purchase vases and ceramic bowls through our diusdy.com. The products involved must be purchased through the normal process of this website and meet the return and refund conditions stipulated later.

II. Return conditions
Statutory rights protection
According to the Australian Consumer Law, if there are quality problems with the products, including but not limited to cracks in the vase, damage or defects in the ceramic bowl, serious discrepancy between the color and the website description, and excessive size deviation that affects normal use, you have the right to request a return, exchange or refund. For such returns due to quality problems, the following additional conditions are not applicable, and we bear the return shipping costs.

Non-quality return conditions
Time limit: Within 5 days after you receive the product, if the product is new, unused, undamaged and the packaging is intact (including all original labels, accessories and packaging boxes), you can apply for a non-quality return. Beyond this period, we will not be able to accept return applications unless otherwise provided by law.

Product status: The product must not have any signs of use, and must not have been cleaned, placed, or subjected to any operation that may affect secondary sales. Minor wear and tear on product labels and slight packaging squeeze that does not affect secondary sales can be handled at our discretion; however, if the product is obviously damaged, stained, used, or the packaging is severely damaged, which affects secondary sales, we have the right to refuse returns.

III. Refund conditions
Refund for quality issues: If the product is found to have quality problems after inspection, we will refund the full amount according to your original payment method after receiving the returned product and confirming that the problem is true. The refund will be initiated within 7 working days, and the specific arrival time depends on the processing speed of the payment institution. Generally, credit card payments take 3-10 working days, and third-party payment platforms (such as PayPal) usually take 1-5 working days.
Refund for non-quality issues: If the non-quality return conditions are met and the returned product meets the requirements after inspection by us, we will process a refund for you. The refund amount is the original price of the product, excluding the shipping fee you paid when placing the order (unless there is a quality problem with the product). Refunds will also be initiated within 7 working days, and the time of arrival is similar to that of refunds for quality issues.

IV. Return Application Process
Contact Customer Service: You need to contact us through the customer service channels provided by the website, such as online customer service, customer service email: [email protected], within the time that meets the return conditions to apply for a return. When applying, you need to provide the order number, product name, reason for return (quality issues require a detailed description of the problem) and your contact information.

Get the return address: Our customer service staff will communicate with you to confirm the return within 1 working day (excluding holidays) after receiving the return application, and inform you of the return address. The return address may vary from region to region, so ensure that you record it accurately.

Return the goods: You are responsible for properly packaging the goods to ensure that they are not damaged during the return journey. It is recommended to use the original packaging materials and add additional protective measures, such as foam, bubble film, etc., especially for fragile vases and ceramic bowls. You need to choose a regular courier company recognized by us to return the goods, and keep the courier number and related certificates of the returned goods to check the logistics information and subsequent verification. We are not responsible if you cannot track the returned goods because you did not choose a regular courier or did not retain valid vouchers.

V. Refund Process
Goods acceptance: After receiving the goods you sent back, we will inspect and accept them within 3 working days. If the goods meet the return and refund conditions, we will enter the refund process; if the goods are found to be inconsistent with the description of the return application or there are problems that affect secondary sales during the acceptance process, we will contact you in time to explain the situation and negotiate a solution.

Refund processing: After confirming that the goods meet the refund conditions, we will initiate a refund in accordance with the original payment method within 1 working day. In the event of unforeseen circumstances such as payment system failure or bank processing delays, the refund arrival time may be extended, but we will continue to follow up and provide you with timely feedback on the progress.

VI. Special Circumstances
Customized goods: For customized vases and ceramic bowls, such as goods with customized sizes, patterns, colors, etc. according to your special requirements, this return and refund policy does not apply unless there are quality problems. We will fully communicate with you to confirm the relevant details before placing an order for customized goods. Once an order is placed for production, it cannot be cancelled or returned.

Promotional products: Products that participate in specific promotional activities and are clearly marked as “non-refundable and non-exchangeable” are also not subject to this return and refund policy if there are no quality problems. The promotional page will clearly indicate the relevant policies for such products. Please read carefully before placing an order.

Gifts and supporting products: If the products you purchased include gifts or supporting products, they must be returned together when returning. If the gifts or supporting products are missing or damaged, it may affect your return and refund application. If there are quality problems with gifts or supporting products alone, solutions can be negotiated based on the specific circumstances.

VII. Policy Changes
We have the right to modify this refund and return policy based on business development, changes in laws and regulations or other reasonable reasons. The modified policy will be published on the website and will take effect from the date of publication. If you continue to use this website to purchase products after the policy changes, it will be deemed that you accept the new refund and return policy. We will remind you through website announcements, email notifications (sent to the email address you reserved when you registered), etc. before the policy changes to ensure that you are aware of the relevant changes. In the policy change notification, we will highlight the parts that may affect the return and refund process, conditions, etc. so that you can prepare in advance.