Return Policy

Notice

• Please check the shipping timeline stated in each product description and place your order only after confirming it.
• Actual product colors may differ from images due to screen display and lighting. Please refer to the physical product.

• Please refer to the 【International Shipping Methods & Policies 】page for information regarding returns and exchanges on international orders.

Upon receiving your item

• To protect both parties, please record the entire process while opening your parcel.
• If an item is defective, missing parts, or incorrectly shipped, take photos or videos as evidence and contact customer service as soon as possible.
  
  

▼ Return and exchange rules

• Under Taiwan’s Consumer Protection Act, online shoppers have a 7-day consideration period starting the day after receipt, including weekends and public holidays. The receipt date is the date the home-delivery parcel is signed for or the date the parcel is collected from a convenience store. This period is not a trial period. Returned items must include the complete product, gifts, accessories, and packaging.
• The product packaging, contents, and gifts are considered part of the product. If the item has been used beyond what is necessary for inspection, damaged, or returned with missing parts, we may deduct reasonable restoration costs from the refund and return the remaining amount to the consumer.
• To request a return or exchange, contact customer service through our Facebook page, Instagram, or email at customer@ou-en.co, and provide your order number and member name. We will respond as soon as possible. Return requests during the consideration period must be submitted before it expires. After it expires, returns will not be accepted unless the product is defective.
• Contact customer service before returning an item so we can arrange receipt. Pack the item securely in its original shipping carton or packaging bag, and include your order number and contact information inside the parcel. Do not write on or attach labels to the manufacturer’s original packaging, as this may damage it.
•  For exchanges not caused by product defects or deterioration, the consumer is responsible for both the return and reshipping costs. Consumers do not need to pay shipping fees for returns within the consideration period or for returns/exchanges due to defective items, missing parts, or incorrect shipments.
• When a return is processed, we will handle the relevant sales documentation (invoice voiding or sales allowance) on your behalf to expedite the refund.

▼ Return and exchange rules

•  If a parcel is returned because the consumer failed to collect it for a reason attributable to the consumer, the consumer is responsible for the original shipping and return shipping fees. We may deduct these fees from the amount to be refunded. If the refund is insufficient to cover these fees, we may request payment of the difference.
• After the item is returned, we will notify the consumer by email and SMS and request a response within 14 days, asking whether they prefer reshipment or order cancellation. If reshipment is selected, the consumer must pay the reshipping fee.
• the original and return shipping fees;
• warehouse handling fees calculated according to the number of overdue days and the item’s volume; 
•  liquidated damages equal to 20% of the product price.
  
• If the original payment was made by credit card and the transaction is still eligible for a reversal, the refund will be credited to the original card. If the reversal period has passed or another payment method was used, the refund will be transferred after the consumer provides bank account details. If the consumer does not provide account details after being notified, we are not responsible for safeguarding the funds or paying interest from the day after the notice is delivered, except in cases of willful misconduct or gross negligence.
• If a consumer fails to collect parcels twice within one year, we may refuse future orders and pre-orders from that consumer.

▼ When will I receive my refund after returning an item?
Once the return is confirmed to be eligible, we will complete the refund or card reversal within 7 business days after receiving the returned item. Please contact your bank to confirm the actual time required for the funds to appear in your account.

▼Which product categories are not eligible for the cooling-off period?

• Perishable items with short expiration dates or items that will soon expire upon termination of the contract (e.g., perishable food products, expired goods at the time of return request)
• Customized products made according to the consumer's request (e.g., personalized products with engraving, embroidery, printed photos, etc.)
• Newspapers, magazines, or periodicals.
• Audiovisual products or computer software that have been unsealed by the consumer (e.g., virtual photo albums, voice packages, etc.)
• Digital content or online services provided without a tangible medium, which are deemed complete upon provision with the consumer's prior consent.
• Personal hygiene products that have been unsealed (e.g., socks, hats, swimwear, pajamas, Nu Bra, stockings, towels, T-shirts, etc.)
• International air passenger services.