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Return Policy

Return & Exchange Policy

If you receive a product with defects, damage, or missing accessories and need to request an exchange, please contact us within 7 days of receipt at Email: sales@icelandicglacialtw.com

To protect your rights, please carefully inspect your order upon delivery. If you have any questions or need to process a return or exchange, please follow the guidelines below:

1. Exchange Requests

If the product you received is defective, damaged, or does not match your order, please contact our Customer Service within 7 days of receipt to request an exchange. Please provide clear photos of the product along with your order details. We will assist you as soon as possible.

2. Seven-Day Cooling-Off Period

In accordance with the Taiwan Consumer Protection Act, you are entitled to a 7-day cooling-off period (including holidays) starting from the date of receipt.
When returning or exchanging items, please ensure that all packaging and items remain intact, including:

The product itself
Outer packaging
Inner liners
Documents or labels included
Complimentary gifts, if any

3. Return & Exchange Conditions

Products must meet the following conditions:

Items must remain in the same condition as received, without missing parts or damage
Seals, labels, or packaging must not be removed or altered
No odors, stains, scratches, or signs of use may be present

4. Non-Eligible Situations

We will not accept returns or exchanges in the following cases:

Products damaged beyond reasonable inspection
Products opened, processed, or altered by the customer
Products damaged due to improper storage (e.g., high temperature, sunlight, freezing)
Products not purchased from our official sales channels

5. Invoices & Refunds

If a physical invoice was issued, it must be returned together with the product.
If an e-invoice was issued and the tax reporting period has passed, a credit note will be issued for refund processing.

6. Packaging & Return Shipping

Please use the original shipping carton to return the product.
Do not write or affix labels directly onto the manufacturer’s packaging.
Damaged original packaging may affect your eligibility for return or incur refurbishment fees.

7. Logistics & Proof of Return

Once the return/exchange item is handed over to the logistics provider, please make sure to obtain and keep the receipt until the process is fully completed for future reference.

8. Discounts & Coupons

If a return or cancellation causes the transaction amount to change, any promotional benefits (such as vouchers, member gifts, or birthday gifts) will not be reissued or reinstated.