Returns and Refunds Policy

Returns and Refunds Policy
ENMEI HEALTHY LIFEY LIFE · RETURNS & REFUNDS

Returns & Refunds: A Clearer Process

If you have any questions after receiving your order, please contact us directly.
Here, we will explain the process step-by-step, from application to return arrangements and refund progress.

Taiwan-based CompanySeparate Guidelines for Taiwan & InternationalLINE · WhatsApp Customer Service
Taiwan Orders

Order Issues: Contact Within 15 Days of Arrival

If you receive a defective, damaged, or incorrect item, please contact customer service within 15 days of receipt. General online purchases are also entitled to a 7-day right of contract termination by law, and these two situations are explained separately.

View Taiwan Return Policy →
International Orders

Order Issues: Contact Within 7 Days of Arrival

For Hong Kong, Macau, Singapore, and other international shipping regions, if you receive a defective, damaged, or incorrect item, please contact customer service within 7 days of receipt.

View International After-Sales Policy →

Taiwan Return Service

The following applies to online orders placed in Taiwan through this official website. Transactions made at physical counters are subject to the agreements made on-site and applicable laws.

Application Period and Product Condition

Order Issues: Contact Within 15 Days of Arrival
If the product is defective, damaged during shipping, or does not match the order, please contact customer service within 15 days (including holidays) of receipt, and retain the product, accessories, and packaging for confirmation. This is the notification period for order arrival issues and does not limit your statutory rights for defect remedies or other rights.
General Online Purchases: Statutory 7-Day Right of Contract Termination
Unless otherwise excluded by law, consumers may terminate the contract within 7 days of receiving the product, by returning the product or providing written notice, without stating a reason or incurring any fees or consideration for termination; it does not require customer service approval to take effect.
The Deliberation Period is Not a Trial Period
You may conduct reasonable inspections as necessary to confirm the product. If there is use, wear, missing parts, or diminished value beyond necessary inspection, it will be handled according to the actual situation and applicable laws.

If you need to change the size or style, you can also contact customer service first. We will confirm stock, product condition, and processing methods, and explain if there is any price difference or shipping fee.

Retain Accessories for Confirmation and Return

  • Please retain the product, accessories, instruction manuals, tags, packaging, and any free gifts that came with the order; you may provide the order number or other proof of purchase when applying.
  • The statutory deliberation period allows for necessary inspection, not unlimited trial. Unpacking for necessary inspection alone will not lead to outright refusal of returns.
  • If there is use, wear, or missing parts beyond necessary inspection, it will be handled according to the actual diminished value and applicable laws, and the basis will be explained to you.
  • If the invoice or part of the packaging is missing, please inform customer service for assistance with verification; this will not automatically exclude your statutory return rights.
Return Shipping Fee: When exercising the statutory 7-day right of contract termination for online purchases in Taiwan, you are not required to bear the return shipping costs. If there are any costs for extended services or other exchange arrangements provided by our store, they will be explained and confirmed before you return the item; any costs that should be borne by our store according to law will not be passed on to you.

Consumer Protection Committee: Explanation of Necessary Unpacking and Product Inspection

Hygiene Products, Customized Items, and Special Goods

Whether the statutory 7-day right of contract termination is excluded depends on the nature of the product and legal judgments, and must be clearly stated before purchase. For example, unsealed personal hygiene products, customized products made according to consumer requests, etc., must meet statutory conditions to apply for exceptions.

The statutory rights are not generally excluded simply because a product is on sale, promotion, or clearance; general skincare products or intimate apparel are also not always considered non-returnable. Even if an item is an exception to the right of termination, if the product is defective, you can still claim your rights in accordance with the law.

Consumer Protection Committee: Explanation of Exceptions to the Right of Rescission for Distance Sales

International After-Sales Service

Hong Kong, Macau, Singapore, and other deliverable regions · International orders

For Defective, Damaged, or Incorrect Items, Please Contact Us Within 7 Days

International orders generally do not offer returns or exchanges for personal reasons.

For example, if you change your mind, dislike the item, or choose the wrong size yourself, please confirm before placing your order. If you have any questions about sizes or product selection, please feel free to ask customer service for assistance first.

If you receive a product that is defective, damaged during shipping, or does not match your order, please contact us via LINE, WhatsApp, or Email within 7 days (including holidays) of receipt:

  1. Provide Order Information: Provide your order number, date of receipt, and a description of the issue.
  2. Provide Photos for Confirmation: Take photos of the product issue, the outer box, and the shipping label, and retain the product, accessories, and packaging. Videos can assist in assessment, but unboxing videos are not the sole condition for acceptance.
  3. Customer Service Will Assist with Follow-Up: After confirmation, we will arrange an exchange, refund, or other appropriate handling based on the specific case and applicable laws, and explain whether a return is required and the shipping arrangements.
Please Contact Us Before Arranging a Return: Cross-border shipping involves logistics and customs clearance. Please obtain the return information provided by customer service first to avoid shipping to the wrong address or incurring unnecessary shipping costs.

We do not generally accept change-of-mind returns for international orders. If your item is defective, damaged in transit or incorrect, please contact us within 7 calendar days of delivery with your order number and photos. We will help arrange the appropriate next steps. Your statutory rights are not affected.

The above 7-day period is for timely reporting of arrival issues and is not a product warranty period; exceeding this period does not necessarily mean your statutory rights for defect remedies or other rights are lost. "No returns or exchanges for personal reasons" also does not exclude rights protected by applicable law that cannot be restricted.

Statutory Rights for International Orders

Different countries or regions may have their own consumer protection regulations. If applicable laws grant buyers non-restrictable rights for returns, refunds, defect remedies, or other rights, these will be handled in accordance with those laws.

Therefore, the statement "International orders generally do not offer returns or exchanges for personal reasons" on this page only applies to the extent allowed by law for merchants to set their own terms, and does not affect rights that cannot be excluded or restricted by law.

Local consumer laws may provide additional mandatory rights. Our international change-of-mind policy does not limit rights that cannot legally be excluded.

Application and Return: Complete in Order

Leave a traceable contact record first to help us confirm your order more quickly.

  1. Contact Us: Provide your order number, purchaser's name, receipt date, and your request for a return or exchange via LINE, WhatsApp, or Email. For arrival issues, please include a description and photos; for general statutory contract termination, no reason needs to be stated.
  2. Receive Processing Instructions: Customer service will verify the order, provide suitable return shipping labels or mailing instructions, and inform you whether a return is required, return shipping costs, and subsequent arrangements.
  3. Properly Package and Return: Return the product according to the instructions. We recommend adding protective packaging to avoid attaching the shipping label directly to the original product box. Retain the shipping receipt and tracking number for inquiries.

Contacting customer service first is to assist with logistics and order identification, and does not affect your legal right to terminate the contract by written notice or by returning the product. If you have already returned the item, please provide shipping information to help us verify.

Return Mailing Address

ENMEI HEALTHY LIFEY LIFE
14F-4, No. 56, Roosevelt Rd. Sec. 2, Zhongzheng Dist., Taipei City
Contact Phone: 02-7713-6360

We recommend confirming the recipient information provided by customer service before returning the item; if you need to deliver in person, please contact us first to confirm the available receiving time.

Refund Methods and Processing Time

The refund amount and arrangements will be explained to you, and you can contact customer service at any time to check the progress.

How will the funds be returned?

Credit Cards and Online Payments Allowing Refunds to Original Method
In principle, refunds will be returned to the original payment method, processed according to the original transaction and the amount that should be refunded by law.
ATM, Cash on Delivery, and Other Payment Methods
If the original payment method does not allow direct refunds, customer service will assist in confirming the refund method and necessary payee information.
International Payments and Currencies
Online transactions originally billed in TWD will be refunded in the original transaction currency. Your foreign currency bill amount may vary due to bank exchange rates and posting times; for non-original method refunds like Hong Kong/Macau cash on delivery, customer service will explain the refund arrangements.

Any exchange, transaction, or import fees separately collected by banks, payment services, or customs, will be refunded according to the regulations of that entity and applicable laws; this does not exclude amounts that our store is legally obligated to refund or bear.

When can I expect to receive my refund?

General Processing Goal: Within 10 Business Days
After receiving and verifying the returned item, we will notify you of the processing results and refund arrangements; once the refund is confirmed, it will generally be processed within 10 business days. If a shorter legal period applies, that legal period will take precedence.
Taiwanese Statutory Refund Period for Contract Termination
For product returns applicable under Article 19-2 of the Consumer Protection Act, the refund amount will be returned within 15 days from the day after the item is collected or returned, and the statutory period will not be extended due to internal inspection or approval procedures.
Bank Posting Progress
The posting time for banks or payment institutions may vary. If you have not received your refund after 15 business days from receiving the refund notification, please contact customer service with your order number; you can also inquire earlier if needed.

Consumer Protection Act: Return and Refund Period

For after-sales questions, contact us directly

Need Assistance? We're Here to Help

Please have your order number ready; if you're unsure which service applies, feel free to ask first.

Add LINE Official Account
02-7713-6360service@enmei.tw

LINE ID: @enmei. LINE, WhatsApp, and rights reference links will open in a new window. Customer service representatives will reply in the order messages are received; messages outside of service hours will be processed as soon as possible during service hours.

Complete Contact Information and QR CodePayment, Shipping, and Purchase Instructions
ENMEI HEALTHY LIFEY LIFE｜Taiwan operations · Taiwan shipping · Serving Taiwan and international buyers
This policy applies in conjunction with the "Purchase Instructions"; if mandatory legal provisions apply, they will be followed.
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