Returns and Exchanges
Returns & Exchanges
Under consumer protection laws, consumers have a seven-day period to consider a purchase after delivery. However, food products are consumable goods, and to protect the food safety of other consumers, we cannot accept returns or exchanges once a product has been opened (including removal of the outer plastic wrap). You may request a return or exchange within 7 days of receiving your order (including holidays). After this period, the order will be considered accepted and cannot be returned or exchanged. Please note the following:
- Damaged or Defective Items (Return Shipping Paid by Us): If, after receiving your order, you find that an item was damaged for reasons beyond your control, or its packaging was damaged during shipping (e.g., swelling or leakage), please contact our customer service team as soon as possible. We will assess the issue and promptly send you a replacement. We will cover all shipping costs related to the exchange.
- How to get in touch: To request a return or exchange, please email service@ez1.com.tw or call 02-3234-5443 during business hours to speak with customer service. Please provide the following information:
- Order number
- Reason for return or exchange
- Your Name
- Your Address
- Phone Number
- Email Address
- Return Restrictions (return shipping costs are paid by the customer):
- If the product is not defective and you wish to return or exchange it for personal reasons (such as ordering the wrong item, disliking the taste, or making a duplicate purchase), you are responsible for the return shipping costs.
- Returned items must be in brand-new, complete condition and include the original packaging, instructions, and invoice.
- We cannot accept returns for damage, wear, or soiled or incomplete packaging caused by improper storage by the customer (such as failure to refrigerate or freeze as indicated), disassembly, or other mishandling, 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 Methods
- Shipping time: Orders will be shipped within 3 business days of payment (excluding Saturdays, Sundays, and public holidays). For large order volumes or customized products, the shipping date will be notified separately.
- Shipping method: Orders are delivered using the method selected at checkout (such as ambient-temperature shipping or refrigerated delivery). Deliveries are made Monday through Saturday, 8:00–18:00. No evening, Sunday, or public holiday deliveries are available.
- Delivery area: Taiwan Main Island only. Please do not enter a P.O. box as the delivery address.
- Note: For international orders, please contact our International Trade Department.
- Product Warranty/After-Sales Service: If the product is defective or damaged in transit, it can be replaced within 7 days of delivery.
- Stock Information: EZ1 products move quickly, and inventory shown on the website is not updated in real time. If an item is out of stock after you place your order, our customer service team will contact you to confirm the restocking timeline. We apologize for any shipping delays this may cause.
Refund Policy
- Credit card payments: Once the return process is complete and we have received the returned item, we will refund the amount directly to the original credit card. Please contact your card issuer for the actual refund posting date.
- Other Payment Methods: If you paid by bank transfer or another payment method, please provide your bank name and account details. We will process your refund within 7 business days after confirming the return.