Return & Exchange Policy
+++Personalized / Customized Products+++
According to Article 19 of the Consumer Protection Act, customized products are not eligible for the seven-day appreciation period (cooling-off period). Therefore, we cannot accept returns, refunds, or exchanges due to personal preference or other reasons. Please make your purchase carefully to avoid affecting your future rights.
+++Regular Products+++
The seven-day appreciation period is stipulated by the Consumer Protection Act. Customers (including the purchaser, friends, or administrators) may return the product within seven days from the day after receipt, provided the product remains brand new and in its original packaging. Returns will not be accepted after this period.
1. According to the Consumer Protection Act, customers are entitled to a seven-day cooling-off period upon receipt of the product. (Note: the cooling-off period is not a trial period.)
2. Products must be returned in unused condition with all original packaging and accessories intact. Missing items may affect your return eligibility.
3. Please note: this product is a plastic consumable. If the surface shows scratches, paint peeling, or other signs of use, it will not be eligible for return or exchange.
✦ Products Eligible for Return/Exchange
For collaboration editions, exclusive items, and merchandise (personalized products are not eligible for return/exchange), if the wrong model was purchased or you want to change the design, returns will be processed as a return via the [Return Request] procedure.
Please place a new order for the correct item directly. This helps save the time and cost of exchanging products and allows you to receive the desired item more quickly.
If you need to return or exchange a non-regular product due to reasons such as: receiving the wrong item, or product defects/damage/scratches not caused by human factors, please Contact us as soon as possible within the seven-day appreciation period (counting from the day after delivery).
Our customer service team will verify your order and assess the product defect, and will assist you promptly with the return or exchange process.
Return Request
1. Please Contact us for a Return Service within the 7-day appreciation period. Once approved, please bring the return parcel to the convenience store for shipment. The return shipping cost will be covered by DEFF. (If the request is made after the appreciation period, the customer must bear the return shipping cost.)
Please place a new order directly for the correct item to avoid unnecessary delivery time caused by exchange logistics.
2. Returned products must remain complete and intact. If the product has been improperly disassembled/used and results in damage, scratches, stains, or packaging damage, causing it to be unsellable, or if accessories are missing, we will be unable to accept the return and will send it back to you.
(Please do not affix return labels directly onto the product’s original packaging. Ensure the product is properly packed. We are not responsible for any loss or damage caused during return transit.)
3. For orders issued with a company invoice, submitting a return request indicates that you agree for DEFF to process the credit note on your behalf. You will receive an electronic notice for the credit note. Please download and print copies 3 and 4, stamp them with your company seal, and submit them to your accounting department.
4. For Taiwan orders, if the refund causes the remaining order value to fall below the free-shipping threshold of NT$400, an NT$80 shipping fee will be deducted from your refund amount.
5. For partial returns: if only add-on (bundle) items are kept, the add-on items will revert to their original price for calculation.
6. If the original order qualified for a “Spend & Save” promotion, but after the return the remaining order value falls below the NT$2,000 threshold, the promotional discount amount will be deducted from the refund.
7. If a product is returned, promotion / discount codes used for the order will not be reissued.
8. For overseas orders that are rejected or returned, only the product amount will be refunded. Shipping fees are non-refundable.
【Notes】
1. Each order is entitled to ONE FREE return service only. If additional items need to be returned after the first parcel has been shipped, the customer will be responsible for the additional return shipping costs.
2. Please ensure the product is properly packaged. We are not responsible for any loss or missing items during the return transit.
3.【Refund Instructions】: To expedite the refund process, all refunds will be issued directly to the original credit card or bank account used for payment.
- Credit Card Payment: For orders paid by credit card, refunds will be credited back to the same card used for the original transaction. The refund record will appear on your next billing statement.
(Refund processing may take up to 14 working days.) - Yamato (Black Cat) Delivery / Convenience Store COD: Please provide the following bank information (TWD accounts only):
Bank Name, Branch Name, Account Holder, Account Number — all information is required.
If incorrect information causes a second transfer, a handling fee of NT$30 will be deducted.
(Refund processing may take up to 14 working days.) - Please note: the number printed on your ATM/debit card is not necessarily your bank account number. Please refer to your passbook for correct information.
- For standard bank accounts, do not add the bank code to your account number. Please fill in only the passbook account number to avoid failed transfers.
- For Chunghwa Post (Bank Code: 700) accounts, please provide the passbook Branch Code + Account Number.
Office Hours: Monday to Friday, 09:00–18:00 (excluding weekends and public holidays).
Our customer service team will reply to your inquiry within 24 hours on working days.