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English

Who bears responsibility if issues arise during transportation or customs clearance?

2026-08-31
DEWEN provides complete compliance documentation (CITES certificates, certificates of origin, inspection certificates, phytosanitary certificates, etc.) to ensure full consistency between documents and goods. If customs clearance is delayed due to documentation errors on DEWEN's part, we take full responsibility to resolve the issue. If problems arise from policy changes in the destination country or carrier-related issues, DEWEN assists partners in addressing the situation with necessary support and cooperation.
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What if the received goods do not match the agreed grade and aroma?
Do you support returns or exchanges after cooperation? How are slow-moving products handled?
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Related questions
1
Can DEWEN's gift sets be freely customized with mixed items?
Absolutely. Our gift boxes support free combination of all product lines, including incense, essential oils, bracelets and agarwood soap. Outer packaging, internal product matching and brand logo printing are all customizable. Perfect for corporate business gifts, seasonal holiday presents and cross-border wholesale gift channels.
2
What is the MOQ for custom orders?
Our flexible production lines support low minimum order quantities. The exact MOQ varies by product category (raw timber, incense, essential oil, ornaments, gift boxes) and custom requirements. Contact our sales team for detailed customized solutions.
3
What customization services can DEWEN provide?
Backed by self-owned plantations, standardized production lines, professional fragrance blending lab and independent packaging workshop, we deliver flexible full-spectrum customization covering raw timber, incense sticks, essential oils, agarwood ornaments and gift sets. Available custom services include raw material grade selection, custom aroma formulation, hand-carved ornaments, exclusive packaging design, OEM & ODM labeling and joint formula R&D. We accept small trial batches as well as large bulk orders.
4
How does DEWEN address counterfeit products in the market? How do you protect partners' competitive advantage?
All DEWEN products feature a one-item-one-code traceability system and GC-MS test reports, along with forestry registration and CITES export certificates—creating a quality barrier from the source. DEWEN strictly enforces territorial protection and pricing policies to prevent cross-region diversion and price disruption, ensuring authorized partners maintain exclusive competitive advantages within designated territories.
5
Do you support returns or exchanges after cooperation? How are slow-moving products handled?
DEWEN offers an unconditional return and exchange policy for quality-related issues. For non-quality slow-moving products, partners may request an exchange for equivalent-value items within the agreed period—specific terms are outlined at contract signing. DEWEN prioritizes joint marketing and promotional campaigns to help partners move inventory rather than simply accepting returns.
6
What if the received goods do not match the agreed grade and aroma?
All shipments undergo three quality inspections: manual sorting, blind aroma testing and instrument detection. For non-artificial quality issues, please contact the dedicated foreign trade account manager within 3 working days after delivery. We will verify reserved samples and offer solutions.
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DEWEN - Global Full-Industrial-Chain Service Provider of High-Value Agarwood.

Eightfold Excellence Agarwood Standards, Trust Only DEWEN.
Maoming, China Address
Room 302, 3rd Floor, No. 15 Yingbin Road, Maoming City, Guangdong Province.
Singapore Address
47 Jalan Pari Dedap 488637 Singapore.

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