Return and exchange policy

■ Precautions before ordering

1. Contains multiple plant extracts. Due to climate and environmental changes, it is normal for each batch to have variations in color and sediment.

2. As this product is a personal care and beauty product, for hygiene reasons, once opened, it is considered a purchase and returns will not be accepted. We apologize for the inconvenience. (The product box and outer plastic sticker have been torn off, indicating that it has been opened.)

3. To protect the rights of both parties, please check the goods immediately upon receipt for any damage or leakage. Please record and take photos throughout the unpacking process. Contact our official Line customer service within 7 days of receiving the goods for assistance. We will not accept claims after this period.

4. The video must clearly show the "unopened state", "unpacking process", "product itself", "product details", etc. If there are any errors, shortages or defects in the shipment, the entire process from the unopened outer box to the unpacking will be used as the basis. Videos with obvious editing marks will not be accepted.

5. A paper invoice will be included in the package when the product is shipped.

■ Return within seven days of purchase

According to Article 19 of the Consumer Protection Law, consumers have the right to a 7-day inspection period (including national holidays) after receiving the goods.

1. Please confirm that the product is brand new, unopened, unused, and in its original packaging (including unopened box and plastic stickers). Please return the product, including gifts, accessories, and inner and outer packaging. You must request a return and refund within 7 days of receiving the product. Requests made after this period will not be accepted.

2. The inspection period is calculated from the day after receipt. For convenience store pickup, the first day is the day after pickup; for home delivery, the first day is the day after receipt. Please pay attention to this.

3. The appreciation period is not the trial period. Returns and exchanges will not be accepted after the appreciation period. To avoid disputes, please make sure you have received the product before returning or exchanging it.

4. Please contact customer service via private message on Line with your "Name", "Order Number", "Contact Number", "Name of Item to be Returned/Exchanged", "Reason for Return/Exchange" and photos. Customer service will process the return/exchange and refund online. Please do not return the item without notifying customer service. Items returned without prior notification will not be eligible for any return/exchange service. ※If you have received a paper invoice, please return it along with the "Shopping Invoice" when returning the item.

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■ Return and Exchange Policy

Returned items must be unopened and unused, or damaged or malfunctioning due to non-human-caused defects, and must retain their original packaging (including the outer cardboard box and plastic film). Otherwise, returns will not be accepted. If you are unsure about the return policy, please contact HO.A customer service.

Returns and exchanges are accepted in the following situations:

1. Due to our company's negligence, including: wrong item delivered, damage to outer packaging during shipping, defective product, broken bottle, etc., you can request a return or exchange from customer service within the 7-day product appreciation period. (Please record a video as evidence when opening the package.)

2. If you wish to return or exchange an item due to personal reasons, such as disliking the style or discrepancies with your expectations, you may request a return or exchange from customer service within the 7-day product appreciation period. However, the return shipping costs must be borne by the consumer.

• Return due to allergies: Because everyone's skin condition is different, and the causes of allergies also vary, each product is not suitable for all skin types. If you experience any skin allergic reactions while using this product, please discontinue use immediately and seek medical attention.
• To be eligible, you must submit your application within 30 days of receiving the product.
• Please ensure the product quantity is only used up to 'one-fifth of the recommended amount' and obtain a 'doctor's certificate' from a dermatologist. Contact customer service via private message on Line with your name, phone number, order number, and a photo of your allergy symptoms. (The company will reimburse NT$100 for the doctor's certificate fee, which will be refunded along with the full price of the product.)
• c. Returned items must be complete, including original packaging and accessories. (If any items are incomplete, a partial fee will be deducted from the refund price.)

Returns are not accepted in the following situations:

• Allergic reactions prevent returns.
• More than 30 days have passed since I received this item.
• The product accounts for more than one-fifth of the usage volume.
• Normal reasons why returns are not possible:
• Product appreciation period exceeding seven days.
• The product has been opened and used, or has been damaged due to human factors, such as: soiling, malfunction, damage, wear and tear, scratches, abrasions, or dirt.
• Slight creases on the outer packaging box do not affect the quality of the product itself.
• Returned goods with damaged or incomplete packaging, or with missing invoices or accessories (samples, cards, paper bags, additional gifts, etc.).
• Malicious or excessive returns.
• Those who apply for a return or refund due to personal reasons will not be able to apply for a return or refund again if they order the same product again (those who apply for a return or refund due to other reasons will be assessed by HO.A to determine whether they meet the return criteria).

■ Return and Exchange Process

• Exchange Process: Contact customer service → Confirm exchange eligibility → Prepare the complete product and invoice → Send the product and invoice to (7-Eleven in-store service, Xinruihong Store [1F, No. 456-458, Minzu Rd., West District, Chiayi City 600], Xianfeng Biotechnology, 0963-028108) → Our company will inspect and confirm receipt → New product delivery
• Return Process: Contact customer service → Confirm return eligibility → Prepare the complete product and invoice → Send the product and invoice to (7-Eleven in-store service, Xinruihong Store [1F, No. 456-458, Minzu Rd., West District, Chiayi City 600], Xianfeng Biotechnology, 0963-028108) → Our company will inspect and confirm receipt → Refund will be issued.

■ Goods returned due to non-pickup

• If you chose convenience store pickup as your delivery method, and the item is not picked up within 7 days of arrival, it will be returned. This will be considered a late pickup at the convenience store, and we will process your refund within 2-5 business days of receiving the returned item. If the store is closing down, customer service will contact you as soon as possible to arrange a replacement store. If customer service has informed you of the store's closure but fails to provide a new pickup location within the replacement period, this will also be considered a late pickup at the convenience store, and you will receive a refund.
• If you choose local delivery for returned packages, and the return is due to personal reasons such as no one being able to sign for the package, being unable to contact the recipient, or refusing to accept the package, we will process the refund within 2-5 business days after receiving the returned goods.
• Due to the time-consuming shipping process for overseas parcels and the complicated logistics and procedures for cross-border refunds, we are unable to provide overseas parcel return and exchange services. Please carefully consider and confirm the goods and quantities you purchase when placing your order. We apologize for the inconvenience.

■ Refund Method and Time

• money transfer
• Return processing time: After receiving the returned package and confirming that the goods are in good condition, our company will complete the refund process in approximately 7-14 business days.
• Refund method: Please provide your bank account information. Customer service will transfer the remaining balance within 7 business days based on the account information provided by the consumer. (No handling fee will be deducted.)
• Online credit card payment
• Return processing time: After receiving the returned package and confirming that the goods are correct, the warehouse will complete the refund process in approximately 7-14 business days.
• Refund method: The refund will be credited to the original credit card account, which will take approximately 7-14 days. For detailed processing time after the refund, please contact your credit card issuer.
• Line pay
• Return processing time: After receiving the returned package and confirming that the goods are correct, the warehouse will complete the refund process in approximately 7-14 business days.
• Refund method: The refund will be credited to the original Line Pay account used to place the order. Customer service will process the refund within 7 business days based on the amount ordered by the consumer.

HO.A's official website reserves the right to modify, cancel, or delete the event, and such changes will be implemented after an announcement on HO.A's official website.