Shipping and Delivery Policy

Order Processing

Orders are usually dispatched within 10 business days after payment is confirmed. Business days are Monday to Friday, excluding public holidays at our fulfilment location. Processing time covers order preparation before the parcel is handed to the carrier.

Any different lead time for a preorder, made-to-order item or temporarily unavailable product will be disclosed before purchase.

Estimated Transit Time

After dispatch, delivery usually takes 12–17 calendar days, depending on the destination country and local delivery conditions. This transit estimate does not include order processing time. Please allow for both the processing period and the transit period when planning your purchase or installation appointment.

Delivery estimates are not guaranteed arrival dates. Customs checks, public holidays, remote locations, severe weather and carrier disruption can affect delivery. If a specific delivery date or period is agreed at checkout, that agreement and your applicable legal rights continue to apply.

Destinations and Shipping Origin

We ship to the destinations available at checkout.  We do not promise delivery to every country or address; availability is determined by the shipping options shown for your order.

Shipping Charges

Shipping charges and any free shipping offer are shown before you complete checkout. Free shipping, when offered, covers the stated delivery service only. It does not automatically mean that import taxes, customs charges or return shipping are included.

Taxes and Import Charges

The applicable tax and duty treatment is disclosed before purchase. Taxes or duties shown as collected at checkout are collected as stated. Any additional destination import charges or carrier clearance fees payable by the customer will be disclosed before the order is placed, including the basis for calculation where the exact amount cannot reasonably be calculated in advance. We will not ask you to pay an undisclosed charge where applicable law requires that charge to be included in the price or borne by us.

Tracking

When tracking is available, dispatch details will be sent to the email address provided at checkout. Tracking may take time to show the carrier's first scan. A dispatch notification or shipping label alone does not confirm that a parcel has entered transit.

Address Changes and Delivery Problems

Please check your delivery address carefully and contact dhaasupport@outlook.com immediately if a correction is needed. Changes may not be possible once the parcel has entered fulfilment or transit. We will explain any available options and any applicable, lawful additional costs before you agree to them.

If your parcel is delayed, appears lost, arrives damaged or is marked delivered but cannot be found, contact us with your order number. We will investigate with the carrier and arrange an appropriate resolution. Any statutory responsibility we have for delivery remains unaffected.

Dispatch Delays and Cancellation

If we cannot dispatch within the stated timeframe, we will notify you, provide an updated estimate and offer the option to accept the delay or cancel the unshipped order for a prompt refund. Where the law requires express consent to a delay, we will obtain it; if the required consent is not received, we will cancel and refund the affected unshipped order.

Faulty, Damaged, or Incorrect Items

If an item arrives damaged, incorrect, missing parts, or appears to have a product defect, please contact us as soon as possible after discovering the issue. Please include your order number and a description of the problem. Photos or videos will help us assess and resolve the issue more efficiently.

If continued installation or use may cause further damage or create a safety risk, please do not continue installing or using the item. We will review the issue and provide an appropriate solution based on the circumstances, such as technical support, repair guidance, replacement parts, a replacement item, a partial refund, or a refund.

Claims relating to product defects, shipping damage, incorrect items, or missing parts are not limited by our no-change-of-mind return policy.

Refunds

Approved refunds will be returned to the original payment method. If both parties agree, another appropriate refund method may be used.

We normally process refunds within 7 business days after receiving and confirming the returned item, or after completing our review of the issue. The time it takes for funds to appear in your account may vary depending on your bank, credit card issuer, PayPal, or other payment service provider.

If a return is required, please contact us first for return instructions. Costs incurred from returning an item or purchasing a return label without prior confirmation may not be reimbursed.

Cancellation Before Dispatch and Exchanges

If you wish to cancel an order, please contact us as soon as possible. Orders can be cancelled before dispatch. Once an order has been dispatched and entered the shipping process, it generally cannot be cancelled.

If you would like to request an exchange, please contact us to confirm product availability and return arrangements. We will not charge an exchange service fee or request additional payment without informing you in advance and obtaining your agreement.