This policy applies to new orders under our international store. Earlier orders retain the return conditions agreed at purchase. Your statutory rights are not affected.
14-day eligible returns
Contact support@tidyhearthhome.com before returning an item. Eligible items must be unused, unaltered, in their original condition and packaging, and sent back within 14 calendar days of delivery. Include your order number and reason for return so we can provide instructions.
Return shipping and refundable amounts
For a change-of-mind return, the customer pays tracked return shipping to Vietnam. Original outbound shipping and import charges are not refundable unless required by applicable law or the return is due to our error. We do not charge a separate restocking fee.
If an item is defective, damaged or incorrect, contact us within seven days with photographs and the order number. We will review the issue and arrange the appropriate replacement, return or refund. Contact us before incurring postage costs for an error-related return so we can arrange the remedy.
Exceptions and natural variations
Custom, personalised and clearly disclosed final-sale items are normally excluded from change-of-mind returns. This does not exclude remedies for defects or material differences from the agreed description. Natural stone variations within the stated product range are expected; each piece may differ from a representative photograph.
Refund timing
After receiving and inspecting an eligible return, approved refunds are normally issued to the original payment method within 5–10 business days. The payment provider may require additional processing time. We will notify you if a return does not meet the stated conditions.
Exchanges and cancellation
Exchanges depend on availability. Contact us promptly to request cancellation; cancellation may not be possible once preparation or dispatch begins.
Return coordination address
DIGITECH VIETNAM TECHNOLOGY COMPANY LIMITED
No. 5, Alley 22 Mac Thai To Street, Yen Hoa Ward, Hanoi, Vietnam.
support@tidyhearthhome.com · +84 984 502 997
Contact us for return instructions before posting your parcel.