Seven-Day Cooling-Off Period
Pursuant to Article 19 of Taiwan’s Consumer Protection Act, consumers who make purchases online may, except where a statutory exception applies, cancel the contract by returning the product or providing written notice within seven days from the day following receipt of the product, without stating a reason.
The seven-day period includes weekends and public holidays.
The seven-day cooling-off period is not a trial period. Consumers may inspect the product only to the extent reasonably necessary to confirm its condition and suitability and must properly retain the product, accessories, complimentary gifts, and original packaging.
Removing the shipping carton or packaging necessary for reasonable inspection does not automatically affect the consumer’s right to cancel. However, if the product is used beyond what is reasonably necessary for inspection, resulting in damage, loss, or diminished value, we may seek compensation proportionate to the reduction in value in accordance with applicable laws.
If you wish to return a product, please contact our customer service team within seven days of receiving your order. Please provide your name, order number, contact telephone number, the name of the product you wish to return, the reason for return, and relevant photographs. Our customer service team will assist you with the return or exchange process.
Products Excluded from the Seven-Day Right of Cancellation
The following products are not eligible for the seven-day right of cancellation where they fall within the Reasonable Matters Prescribed as Exceptions to Rescind the Distance Sales and have been clearly identified as such on the product page or during the purchasing process:
Products that are liable to deteriorate rapidly, have a short shelf life, or are likely to expire by the time they are returned.
Customized products or services produced or provided according to the consumer’s specifications.
Audio-visual products or computer software that have been unsealed.
Digital content supplied through a non-physical medium with the consumer’s prior consent, or online services that are fully performed once supplied.
Sealed personal hygiene products whose protective film, seal, or or other hygiene packaging has been removed.
Other exceptions prescribed by applicable laws and regulations.
Even when a product is excluded from the seven-day right of cancellation, consumers may still request a return or exchange if the product is defective, damaged, leaking, incorrectly delivered, or affected by another issue attributable to us.
How to Request a Return
To request a return within the applicable statutory period, please contact our customer service team through any of the following channels:
Customer Service Email: egretsales1@gmail.com
Official LINE Account: @lingsitw
Customer Service Telephone: +886-2-2732-5453
Customer Service Hours: Monday to Friday, 9:00 a.m.–5:00 p.m.
Please provide the following information:
Order number.
Purchaser’s name and contact details.
Name and quantity of the product(s) to be returned.
If the product is defective, damaged, incorrectly delivered, or leaking, please provide clear photographs or video footage to help expedite the review process.
Once your request has been confirmed, our customer service team will provide return instructions and explain the next steps. Please do not send any product to an address that has not been designated or confirmed by our customer service team, as we may be unable to identify the parcel or prevent its loss.
Items to Be Returned
When returning a product, please securely package and include all of the following items:
The product itself.
Accessories, instructions, and all accompanying materials.
Complimentary gifts.
Any original packaging that can reasonably be retained.
The invoice and any other documents required for processing under applicable laws.
Products sold as a set must generally be returned as a complete set. If the product page expressly states that individual items may be returned separately, the return will be handled in accordance with the conditions stated on that page.
Return Shipping Costs
When a consumer exercises the statutory right of cancellation within the seven-day cooling-off period, the necessary cost of returning the product will be borne by us.
If a return or exchange is requested because a product is defective, damaged, missing, leaking, or incorrectly delivered, the necessary shipping costs will also be borne by us.
If a return or exchange is requested after the seven-day period for reasons unrelated to a statutory right of cancellation or product defect, any applicable costs will be determined and communicated on a case-by-case basis.
Defective or Incorrect Products
Please contact our customer service team promptly if any of the following circumstances apply:
The product was damaged or leaked during delivery.
The item, specification, or quantity received does not match the order.
The product exhibits an abnormal condition despite being properly used and stored.
The product has expired or does not correspond to the information displayed on our website.
The product has another defect recognized under applicable laws.
After confirming the circumstances, we will provide an appropriate solution, which may include reshipment, replacement, return and refund, or another suitable remedy.
Refund Method and Processing Time
Once the returned product has been received and inspected, we will process the refund as soon as reasonably practicable.
Refunds will generally be issued through the original payment method. If a refund cannot be processed through the original payment channel, our customer service team will contact the consumer to obtain the information required to complete the refund.
The actual time required for the refund to appear in the consumer’s account may vary depending on the processing times of the card-issuing bank, payment platform, or financial institution.
For partial returns, the refund amount will be recalculated based on the products retained, applicable discounts, complimentary gifts, and promotional terms. Such recalculation will not prejudice any rights granted to consumers under applicable laws.
Exchanges
To avoid disputes regarding inventory availability and price differences, requests to change a product’s specifications, item, or quantity will generally be handled by returning the original product and placing a new order.
If an incorrect or defective product has been delivered, we will arrange a replacement or refund based on product availability. Any necessary shipping costs will be borne by us.