Refund policy

Return and Exchange Policy

1. General Return Guidelines:

   • Returned products must be unused, unopened, and free from any damage or defects caused by human factors.
   • The original packaging, including the outer cardboard box, must be intact. Returns without the original packaging will not be accepted.

   Returns cannot be accepted under the following conditions:

   • Beyond the seven-day inspection period.
   • Products have been opened or used (consumable products, once opened, cannot be returned).
   • Gifts have been opened (including trial products, travel sets, and items received with a minimum purchase).
   • Damage caused by human factors, such as stains, malfunctions, breakage, wear and tear, scratches, dirt, or other forms of damage.
   • Slight creases in the outer cardboard box that do not affect the quality of the product.
   • Returns with damaged or incomplete packaging, missing invoices, or accessories.
   • Malicious or excessive returns.
   • If a return or refund is requested due to personal reasons, and the same product is ordered again in the future, another return or refund request will not be entertained.
   • Items labeled as special offers, clearance items, or expiring soon cannot be returned or exchanged for reasons such as defects or expiration dates.

   To protect the rights and interests of both parties, please make a video recording of the unboxing process to ensure that the product is not missing. For issues such as wrong items, missing items, or defective products, please provide an "original, clear, and complete unboxing video" as evidence. (The video should start from the unopened state of the outer shipping box and should not have obvious editing or cuts; otherwise, it will not be accepted.)

2. Return Due to Personal Reasons:

   • Within the inspection period, one free return with no shipping fee is provided. Please contact customer service to initiate the return process. Shipping fees will be refunded along with your payment (minus a bank handling fee of 15 NTD).
   • If, after the return, the total amount does not meet the original order's free shipping threshold or promotional activity threshold, you will be responsible for the original shipping fee (deducted 100 NTD from the refund), the discount difference for other items in the original order, and you must return any related gifts (brand new and unopened).
   • Returned products must be in a brand new condition, including both the product and any accompanying gifts. ROCO ROCO reserves the right to refuse returns or exchanges if the products are not in their original, complete condition.

3. Return Due to Product Defects:

   • If you discover defects or discrepancies with the purchased product within seven days of receipt, please contact customer service as soon as possible. We will arrange for returns or exchanges accordingly.

4. How to Request a Return:

   • Product inspection refers to the hesitation period for purchasing; when applying for a return, the product's original packaging must be intact.
   • Return service is only applicable to unopened, fully returned products within the order. This includes (1) all unopened products, (2) accompanying gifts and items in sets, and (3) the shipping details from the original order.
   • When applying for a product return, please contact customer service and provide your order name, order number, phone number, and the reason for the return. This will help customer service quickly process your return and exchange request.
   • For bundled products, the complete bundle must be returned. If the order includes gifts, the gifts must also be returned in their original packaging.
   • When returning a product, please use the original cardboard box to package it securely. If the original box is lost, please use another sturdy cardboard box for packaging. Do not attach labels or write directly on the product or its packaging.

5. Refund Processing Time:

   • After customer service processes your return request, the refund processing time will vary depending on the payment method.
   • Customers who used credit cards, Apple Pay, or Line Pay for payment: After your return is processed and the returned products are inspected, the refund will be automatically credited back to your account. The exact refund date will depend on the policies of your issuing bank. If the refund spans multiple credit card billing cycles, the fee will be refunded in the next billing cycle.
   • Customers who used ATM or cash on delivery (COD): Please provide your bank account information (bank name, account number, account holder name, branch name, branch code) for assistance in processing the refund.

For further inquiries related to returns and exchanges, please feel free to contact our customer service through LINE Official Account @rocoroco.skincare or via the official email address rocoroco.skincare@gmail.com.

• To protect the rights and interests of both parties, please ensure that you make a video recording during the unboxing process and keep the shipping order paper. Without this information, returns will not be accepted.

• ROCO ROCO is committed to providing a positive shopping experience for consumers. However, for customers who repeatedly return or do not comply with the return and exchange policy, ROCO ROCO reserves the right to restrict transactions and delete member accounts.