Return and Exchange Policy
Returns and Exchanges
Under the Consumer Protection Act, consumers are entitled to a seven-day cooling-off period after receiving their goods. However, food products are consumables, and to protect the food safety of other consumers, returns or exchanges cannot be accepted once an item has been opened (including removal of the external plastic seal). The seven-day return and exchange guarantee period begins on the date the goods are received and includes holidays. After this period, the goods are deemed accepted and cannot be returned or exchanged. Please note the following:
- Defective items (shipping covered by the Company): If, after receiving your goods, an item is damaged for reasons not attributable to you, or its packaging is damaged or incomplete during shipping (such as swelling or leakage), please contact our customer service as soon as possible. We will inspect the item and promptly send you a replacement. The Company will cover all shipping costs arising from the exchange.
- Contact process: Customers who wish to request a return or exchange should e-mail service@ez1.com.tw or call customer service at 02-3234-5443 during business hours and provide the following information:
- Order Number
- Reason for return or exchange
- Your Name
- Your Address
- Contact Number
- E-mail Address
- Return Restrictions (shipping costs to be paid by the consumer):
- If the product is in good condition and you wish to return or exchange it for personal reasons (such as ordering the wrong item, disliking the flavor, or placing a duplicate order), you are responsible for the round-trip shipping costs.
- Returned items must be brand new and complete, including the original packaging, instructions and invoice.
- Returns will not be accepted if the item has been improperly stored by the consumer (such as failure to refrigerate or freeze it as indicated), damaged or worn due to disassembly or other human factors, or has dirty or incomplete packaging, or if the invoice or accessories are missing.
- Returns and exchanges are not accepted more than seven days after delivery (based on the date of receipt).
Shipping Method
- Shipping time: Orders are shipped within 3 business days after payment is completed (excluding Saturdays, Sundays, and national holidays). For large orders or customized products, the shipping date will be notified separately.
- Delivery method: Delivered according to the method selected when placing your order (such as ambient-temperature shipping or refrigerated cold-chain delivery). Deliveries are made Monday through Saturday, 8:00–18:00. No delivery service is available at night, on Sundays or national holidays.
- Delivery area: Taiwan main island only. Please do not provide a P.O. Box as the delivery address.
- Note: For overseas requests, please contact our International Trade Department separately.
- Product Warranty/After-Sales Service: If the product is defective or damaged during shipping, it may be exchanged for a new one within seven days of delivery.
- Inventory Information: EZ1 products sell quickly, so the inventory shown on the website is not updated in real time. If an item is out of stock after you place an order, our customer service team will contact you to confirm the restocking schedule. We apologize for any shipping delays this may cause.
Refund Information
- Credit card payments: Once the return process is complete and we have received the returned item, we will issue the refund directly to the original credit card used for payment. Please contact your card-issuing bank for the actual date the refund will be credited.
- Other Payment Methods: If you use a bank transfer or another payment method, please provide your bank and account details. We will issue your refund within 7 business days after confirming the return.