Return & Exchange Policy :
1. If you receive a product that does not match your order or has defects, please contact Tsailing International Business Ltd. within seven days from the day after the product's arrival. You can reach us at phone number 03-6681113 or LINE: @ohilla. We will assist you with the return and exchange process.
2. According to the Consumer Protection Act, customers have a seven-day cooling-off period starting from the day after receiving the product to request a return or exchange. However, please note that the seven-day period is not a trial or evaluation period. If the main product, accessories, accompanying documents, gifts, packaging (both internal and external), hang tags, or labels are damaged, dirty, incomplete, or altered in any way, it may be considered beyond the necessary inspection of the product, affecting your right to return or exchange the item, or incurring costs for the diminished value of the product. Therefore, when returning or exchanging a product, please ensure that the packaging and product content are intact.
3. Personal hygiene products and consumables, once opened, cannot be returned or exchanged, except in the case of product defects.
4. After the seven-day cooling-off period, returns or exchanges will generally not be accepted for any reason.
5. If you wish to return a product due to personal reasons such as "wrong size," "dislike the color," "different texture than expected," "family member no longer needs it," or "accidentally purchased too many," and it is not due to product defects (i.e., damage, dirt, malfunction, missing parts), you will be responsible for the shipping fee for the return.
6. After the delivery of the product, we only accept "one-time" partial returns, full returns, and replacements for the same product in the case of defects. We do not accept exchanges for different products (products with different item numbers). If you want to exchange the originally purchased product for a different one, please place a new order after returning the item.
7. If you have a record of multiple non-defect-related returns or exchanges, Tsailing International Business Ltd. may refuse to accept your orders based on the inability to provide equivalent service.
8. Due to accounting and administrative processes, it may take approximately 2-3 weeks from the receipt of the returned product and all relevant documents, including the invoice, to complete the refund or transfer.
9. For customers who made payment through an ATM, if the account holder's name does not match the name on the order, we may ask you to provide an affidavit to avoid future disputes.
10. For customers who made installment payments, partial refunds are not possible. If you need to return part of an installment payment order, you will need to follow the instructions provided by our staff to place a new order with the final content of the order and complete the credit card transaction. We will then proceed with the refund of the original payment amount. It may take approximately 2-3 weeks from the confirmation of the new transaction, receipt of the returned product, and all relevant documents to complete the refund process.
Disclaimer: The English translation provided above is solely for the reference of non-native Chinese speakers. In case of any disputes, the content should be interpreted based on the original Chinese provision.