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Terms of Service

Customer Procurement & Logistics Policy (Version 1.0)

D_HEIR INTERNATIONAL

Customer Procurement & Logistics Policy

Governing Payment, Procurement, Shipping, Refunds & Cancellations

Applicable to all customers - Nigeria and Pan-African Markets

Version 1.0 | Effective Date: 2025

Confidential - For Customer Distribution

Preamble & Scope

D_HEIR International is a procurement and Logistics company specialising in sourcing and importing goods from China, For delivery to customers across Nigeria and other African countries. We are not manufacturers or producers of any goods we list or promote on our platforms. This Customer Procurement & Logistics Policy sets out the rules, obligations, and expectations governing every transaction between D_HEIR International and its customers. It covers the full order lifecycle - from enquiry and payment through to shipping, delivery, and post-delivery matters. By placing an order with D_HEIR International through any of our platforms - including our website, Instagram, WhatsApp, Telegram, or any other channel - customers confirm that they have read, understood, and accepted this policy in its entirety.

Who This Policy Applies To

This policy applies to all D_HEIR International customers, including customers based in Nigeria (our primary market) and customers located in other African countries including but not limited to Ghana, Kenya, South Africa, Cameroon, Senegal, Uganda, and other African Union member states. Where local regulations in a customer's country impose additional obligations, those obligations are the responsibility of the customer.

1 Procurement & Pre-Order Process

1.1 What We Do

D_HEIR International acts solely as a procurement facilitator. We source products from verified Chinese suppliers and manufacturers on behalf of our customers. Our role is to identify, negotiate, purchase, and arrange the shipment of goods - we do not produce, alter, or take ownership of any product.

1.2 Minimum Order Quantities (MOQs)

  • Each product listed by D_HEIR International carries a Minimum Order Quantity (MOQ) set by the

supplier.

  • Customers must meet the stated MOQ per product to confirm an order.
  • Where a single customer cannot meet the MOQ alone, they may join a pre-order group. In a pre-

order group, multiple customers pool their orders to collectively fulfil the MOQ.

  • D_HEIR International reserves the right to suspend or delay a pre-order group if sufficient

customers do not join within the communicated timeframe.

1.3 Order Confirmation

  • An order is only confirmed upon receipt of full payment. No partial payments or payment plans will

be accepted to confirm an order unless explicitly agreed in writing by D_HEIR International management.

  • Once an order is confirmed, the customer will receive an order acknowledgement via WhatsApp

or email within 2 business days.

  • Customers must verify all order details - product type, quantity, colour, size, and delivery address

- at the time of order placement. D_HEIR International will not be responsible for errors arising from information provided by the customer.

Important - Order Changes After Confirmation

Once an order has been confirmed with full payment and submitted to the supplier, no changes or cancellations are permitted. Customers are strongly advised to review all order details carefully before making payment.

2 Payment Policy

2.1 Payment Methods Accepted

D_HEIR International accepts payment through the following channels:

  • Bank transfer (Nigerian bank accounts - NGN)
  • Alipay
  • WeChat Pay
  • Other secure electronic payment methods as communicated on our platforms

2.2 Currency & Exchange Rate

  • All payments from Nigerian customers are made in Nigerian Naira (NGN).
  • Payments from customers in other African countries are accepted in NGN or in an agreed currency

communicated at the time of order.

  • Upon receipt of payment, funds are immediately converted into Chinese Renminbi (RMB/CNY) to

facilitate the purchase of goods from suppliers in China. This conversion happens as soon as payment is received and cannot be reversed.

  • Customers acknowledge that exchange rates fluctuate and that D_HEIR International is not

responsible for any gains or losses arising from currency conversion after payment has been made.

2.3 Full Payment Requirement

  • Full payment of the product cost is required before any order is placed with a supplier.
  • No goods will be sourced, ordered, or reserved on behalf of any customer until full payment is

confirmed.

  • Shipping and waybill fees are separate from the product cost and are communicated to the

customer before or upon arrival of goods in Nigeria (see Section 4 for details).

Currency Conversion Notice

Once your payment is received, it is immediately converted to RMB to pay the supplier. This is a non-negotiable part of our procurement process. The conversion is irreversible. Any exchange rate difference at the time of conversion is not within D_HEIR International's control and will not be compensated.

2.4 Payment for Pan-African Customers

Customers based outside Nigeria in other African countries are subject to the following additional

considerations:

  • Cross-border payment methods must be agreed with D_HEIR International prior to placing an

order.

  • Any bank charges, transfer fees, or currency conversion costs associated with sending payment

from outside Nigeria are the sole responsibility of the customer.

  • D_HEIR International will only confirm an order once the full agreed amount has been received in

our account, net of all transfer charges.

3 Product Images, Descriptions & Accuracy

3.1 Nature of Product Listings

All product images, descriptions, specifications, and videos displayed on D_HEIR International's platforms - including our website, Instagram, WhatsApp catalogue, and Telegram channel - are sourced directly from our Chinese suppliers and manufacturers. D_HEIR International does not produce, alter, or own any of these images or descriptions.

Product Image Disclaimer - Please Read Carefully

The product images and descriptions you see on our platforms are provided by the manufacturer

or supplier and are for reference purposes only. Due to factors including photographic lighting, screen display settings, manufacturing batch variations, and supplier updates, the actual product you receive may differ slightly from the image shown. These differences may include (but are not limited to): colour shade, texture, packaging design, minor size variation, and accessory inclusions. Such variations do not constitute a defect and do not qualify for a refund or return.

3.2 Customer Responsibility on Product Selection

  • Customers are responsible for making an informed purchase decision based on the product

information provided.

  • If a customer is unsure about any aspect of a product - size, colour, material, compatibility -

they must raise these questions with D_HEIR International before placing an order.

  • D_HEIR International will make every effort to obtain clarification from the supplier. However, we

cannot guarantee a response from the supplier within any specific timeframe.

  • Once payment is made, the customer is deemed to have accepted the product as described and

listed, including the possibility of minor variations from the reference images.

3.3 Stock Availability

  • All products are subject to availability from our suppliers. Availability can change at any time.
  • If a product becomes unavailable after an order is confirmed and payment is received, D_HEIR

International will notify the customer promptly and offer one of the following options:

  • Use the full payment as credit toward another available product
  • Wait for the product to be restocked (timeline provided where available)
  • No cash refund will be issued for out-of-stock products unless D_HEIR International is unable to

offer a suitable alternative within a reasonable period.

4 Shipping, Logistics & Delivery

4.1 Shipping Routes

D_HEIR International procures goods from suppliers in China. Goods are shipped via sea freight or air freight, before onward dispatch to Africa. Delivery is currently available to:

  • Nigeria - primary market (Lagos, Abuja, Port Harcourt, and nationwide via courier partners)
  • Other African countries - Ghana, Kenya, South Africa, Cameroon, Uganda, Senegal, and other

African nations by arrangement

4.2 Estimated Delivery Times

Item Policy

Sea freight (China to Nigeria) Approximately 3–4 months from order confirmation date Air freight (China to Nigeria) Approximately 2–4 weeks (subject to availability and order type)

Delivery to other African

countries

Timeline communicated on a per-order basis

Last-mile delivery within

Nigeria

3–10 business days after customs clearance

Shipping Time Disclaimer

All delivery timelines are estimates only. D_HEIR International has limited control over actual shipping schedules, port congestion, customs processing times, and the internal schedules of freight carriers. Delays caused by any of these factors do not entitle the customer to a refund or cancellation.

4.3 Shipping & Waybill Fees

  • Shipping and waybill costs are not included in the product price and are charged separately.
  • Customers will be notified of their applicable shipping fee before or upon arrival of goods in Nigeria.
  • Shipping fees must be paid within seven (7) calendar days of notification. Failure to pay within this

period will result in the following:

  • D_HEIR International reserves the right to put the customer's item up for resale to recover the

unpaid shipping fee.

  • No refund will be issued to the customer in this scenario.
  • For customers in other African countries, shipping fees to the destination country will be

communicated separately and are the full responsibility of the customer.

4.4 Customs Clearance

  • D_HEIR International provides customs clearance assistance for goods entering Nigeria.
  • Import duties, customs levies, and associated government charges applicable in Nigeria are

factored into the overall cost communicated to the customer.

  • For customers in other African countries, customs duties and clearance in the destination country

are entirely the customer's responsibility. D_HEIR International will provide all necessary shipping documents to facilitate clearance.

  • Any delays caused by customs authorities in any country are outside D_HEIR International's

control and do not entitle the customer to a refund or compensation.

4.5 Customer Delivery Responsibilities

  • Customers must provide accurate and complete delivery information including: full name, delivery

address, nearest landmark, and active phone number.

  • Any delivery failure or re-delivery costs resulting from incorrect or incomplete delivery information

provided by the customer are the customer's sole responsibility.

  • Customers must follow up on shipping fee notifications and respond within the 7-day window.

D_HEIR International is not responsible for goods that are resold due to non-payment of shipping fees.

  • Customers in pre-order groups must monitor group communications for updates, shipping

notifications, and fee requests.

5 Refund Policy

Core Refund Position - No Refunds After Payment

D_HEIR International operates a strict no-refund policy once payment for a product has been received and the order has been confirmed. This is because payment is immediately converted to RMB and remitted to the supplier upon receipt. The procurement process begins instantly and cannot be reversed. By making payment, the customer accepts this policy unconditionally.

5.1 No Refund - Standard Rule

  • Once full payment is made and an order is confirmed, no refund will be issued under any

circumstances, including but not limited to: change of mind, personal preference, or the customer finding a lower price elsewhere.

  • No refunds will be issued for products that are in transit, have already been shipped, or have

already been paid to the supplier.

  • No refund will be issued for minor product variations (see Section 3 - Product Images &

Descriptions).

5.2 Limited Exception - Pre-Supplier Payment Window

A refund may only be considered under the following narrow condition:

  • The customer requests a cancellation promptly after placing the order, AND
  • D_HEIR International has not yet remitted payment to the supplier at the time of the cancellation

request. If both conditions above are met, the following applies:

  • The RMB equivalent of the payment must first be sold back to convert to NGN before a refund can

be processed. This takes time and the customer must wait for this conversion.

  • Due to exchange rate fluctuations, the refund amount in NGN may be less than the original amount

paid. Any such shortfall is borne entirely by the customer.

  • Alternatively, the customer may elect to retain the funds as company credit toward a future order,

avoiding any exchange rate loss.

5.3 Out-of-Stock Situations

  • If a confirmed product becomes out of stock after full payment, the customer will be offered

company credit or the option to wait for restocking.

  • A cash refund for an out-of-stock item will only be considered if D_HEIR International cannot

provide any reasonable alternative within a stated period, and will be subject to the same currency reconversion process and conditions in Section 5.2 above.

5.4 Company Credit

  • Company credit is valid for 12 months from the date of issuance.
  • Credit can be applied to any available product on our platforms.
  • Company credit is non-transferable and holds no cash value.

6 Damage, Loss & Liability Policy

6.1 Liability During International Transit (Sea & Air Freight)

The journey from China to Nigeria - whether by sea freight or air freight - passes through multiple

international carriers, freight handlers, port authorities, and customs facilities. D_HEIR International acts as a procurement and logistics facilitator and does not own or operate any vessel, aircraft, or port facility.

International Transit - No Liability

D_HEIR International accepts no liability for any loss, damage, delay, theft, or deterioration of goods that occurs during international transit - whether by sea, air, or any combination thereof - from the point of departure in China to the point of arrival at the Nigerian port or African destination port. This includes damage caused by: rough sea conditions, cargo mishandling at ports, customs inspections, freight carrier negligence, natural events, or any other cause beyond our direct control.

  • Customers are advised to factor the risk of international transit into their purchase decision.
  • D_HEIR International will, however, make every reasonable effort to communicate with the

supplier or freight carrier to investigate any reported damage or loss during international transit and will share findings with the customer.

  • Where goods are insured through a freight insurance arrangement, D_HEIR International will notify

customers of such insurance and the claims process. The cost of freight insurance, where applicable, is communicated to the customer at the time of order.

6.2 Liability for In-Country Damage (Within Nigeria or Destination Country)

Once goods have cleared customs and are in the hands of D_HEIR International's local logistics partners for last-mile delivery within Nigeria or the destination country, a different standard of accountability applies.

In-Country Delivery - Partial Accountability

D_HEIR International accepts partial accountability for damage or loss that occurs during lastmile delivery within Nigeria or the destination country, where such damage or loss is demonstrably caused by our appointed local courier or delivery partner. We will investigate all credible claims and work toward a fair resolution, which may include replacement, partial credit, or engagement with the delivery partner for compensation.

  • To make a valid in-country damage claim, the customer must:
  • Report the damage to D_HEIR International within 24 hours of receiving the delivery.
  • Provide photographic or video evidence of the damaged packaging and product at the time of

delivery.

  • Not sign off on or accept a delivery that shows visible external damage without first photographing

it and immediately notifying D_HEIR International.

  • Claims made after 24 hours of delivery will not be accepted.
  • D_HEIR International's liability in in-country damage cases is limited to the value of the goods

delivered. We will not be liable for consequential losses, loss of business, or any other indirect damages.

  • Return shipping costs for defective items confirmed to be the result of in-country delivery damage

are the responsibility of D_HEIR International's local delivery partner, not the customer. D_HEIR International will manage this process.

6.3 Supplier Defects

  • If goods arrive with a manufacturing defect or are materially different from the confirmed product

specification (not merely a cosmetic variation - see Section 3), D_HEIR International will contact the supplier on the customer's behalf to seek a resolution.

  • Resolution options may include: replacement in the next shipment, partial refund credit, or

supplier-funded return.

  • The timeline for supplier-related resolutions depends on the supplier's response and may take

several weeks. D_HEIR International will keep the customer informed throughout.

7 Cancellation Policy

7.1 Cancellations Before Payment

  • Customers may withdraw from an intended order at any time before payment is made with no

penalty or obligation.

7.2 Cancellations After Payment - General Rule

No Cancellations After Confirmed Payment

Once payment is received and the order is confirmed, cancellation is not permitted. The procurement process begins immediately upon payment. D_HEIR International is contractually committed to the supplier at that point.

7.3 Limited Cancellation Window

In exceptional circumstances, a cancellation request may be reviewed by D_HEIR International management if:

  • The request is made within 12 hours of payment confirmation, AND
  • The supplier has not yet been paid by D_HEIR International at the time of the request.

If approved, the cancellation will be subject to the refund terms outlined in Section 5.2, including currency reconversion risk and potential shortfall in NGN refund amount.

7.4 No Cancellations - Circumstances

No cancellation will be accepted under any of the following conditions:

  • The order has already been paid to the supplier
  • The goods are in production at the factory
  • The goods are in transit (sea or air)
  • The goods have arrived in Nigeria or the destination country
  • The customer simply changed their mind, found a better price, or no longer needs the product

8 Customer Obligations

Every customer engaging with D_HEIR International agrees to the following obligations:

8.1 Accurate Information

  • Provide accurate, complete, and up-to-date delivery addresses, phone numbers, and contact

details at the time of order placement.

  • Any costs, delays, or losses arising from incorrect information provided by the customer are the

customer's sole responsibility.

8.2 Order Monitoring

  • Customers in pre-order groups must actively monitor the group for all updates, announcements,

shipping fee notifications, and delivery information.

  • D_HEIR International is not responsible for missed communications where the customer has

access to the relevant channel but fails to read or respond.

8.3 Shipping Fee Payment

  • Shipping fees must be paid within seven (7) calendar days of notification. No extensions will be

granted except by written approval from D_HEIR International management.

  • Non-payment within the deadline will result in the customer's item being resold with no refund

issued.

8.4 Compliance with Destination Country Laws

  • Customers in Nigeria and other African countries are responsible for ensuring that the products

they order are legal to import and possess in their country of residence.

  • D_HEIR International will not be held responsible for goods seized, confiscated, or returned by

customs authorities due to the customer ordering restricted or prohibited items.

9 Dispute Resolution

9.1 Internal Resolution

  • In the first instance, all disputes must be raised directly with D_HEIR International via our official

communication channels (WhatsApp, email, or Telegram).

  • D_HEIR International will acknowledge all dispute notices within 2 business days and aim to

provide a resolution or substantive response within 7 business days.

9.2 Governing Law

  • This policy and any disputes arising from it are governed by the laws of the Federal Republic of

Nigeria.

  • Both parties agree to submit to the jurisdiction of Nigerian courts for the resolution of any dispute

that cannot be resolved amicably.

  • For customers outside Nigeria, this policy still applies in its entirety. Any legal proceedings will be

conducted in Nigeria unless otherwise agreed in writing.

9.3 Policy Amendments

  • D_HEIR International reserves the right to update or amend this policy at any time.
  • Customers will be notified of material changes via our platforms.
  • Continued engagement with D_HEIR International after a policy update constitutes acceptance of

the revised terms.

- Quick Reference Summary for Customers

Item Policy

Full payment required Yes - before any order is placed with supplier

Currency accepted (Nigeria) Nigerian Naira (NGN)

Currency accepted (other

Africa)

Agreed currency - communicated at order time

Exchange rate risk Customer's responsibility after payment is made

Order cancellation Not permitted after payment is confirmed

Refunds Strictly no refunds once payment received and processed to

supplier

Limited refund exception Only if supplier not yet paid - subject to FX reconversion loss

Product image variations Minor variations are normal - not grounds for refund

Sea freight delivery time Approx. 3–4 months from order confirmation

Shipping fee payment window 7 calendar days from notification

Non-payment of shipping fee Item resold - no refund issued

Damage in international

transit D_HEIR International not liable

Damage during in-country

delivery D_HEIR International partially accountable - report within 24hrs Supplier defects D_HEIR International will engage supplier on your behalf

Out-of-stock products Company credit or wait for restock - no automatic cash refund

Dispute resolution Nigerian law - first attempt amicable resolution

Customer Acknowledgement

By engaging with D_HEIR International and making a payment for any product or service, you confirm that you have read, understood, and unconditionally agreed to this Customer Logistics & Procurement Policy. D_HEIR International | Customer Logistics & Procurement Policy | Version 1.0