Customer Care

Refund Policy

This policy explains order cancellation, return eligibility, refund methods, and processing times for purchases from this website.

This English version is provided for convenience. If there is any inconsistency, the Traditional Chinese version shall prevail.

1. Seven-day Cooling-off Period

Subject to Taiwan’s Consumer Protection Act, eligible distance-sale purchases may be cancelled within seven days beginning the day after receipt. The cooling-off period is not a trial period; returned goods must remain new, complete, unused, and unopened, with original packaging, accessories, gifts, labels, and shipping documents.

2. Statutory Exceptions

The seven-day right may not apply where clearly disclosed for:

  • Perishable, refrigerated, frozen, short-dated, or soon-to-expire goods.
  • Customised, made-to-order, or specially portioned products.
  • Food, beverages, or seasonings that cannot be returned after opening for hygiene.
  • Digital content or services fully supplied upon delivery.

3. Non-defective Returns We Cannot Accept

  • Opened, sampled, consumed, or used goods.
  • Damage, contamination, missing parts, or incomplete packaging caused after receipt.
  • Requests submitted after the applicable return period.
  • Personal taste preferences that do not indicate a product defect.
  • Requests without an order number or proof of purchase.

4. Cancelling an Order

Contact customer service before shipment to request cancellation. If accepted, the order will be fully refunded. After shipment, please follow the return procedure below.

5. Return Procedure

  1. Contact us within the applicable period at or chengyulin913@gmail.com, providing the order number, items, quantities, and reason.
  2. After eligibility is confirmed, customer service will arrange collection.
  3. Repack all goods, original packaging, accessories, gifts, and shipping documents.
  4. We will inspect the return and email the result before issuing a refund.

6. Refund Method and Timing

  • Credit card: reversal requested within three business days after inspection; posting time depends on the card issuer and may take one or two statement cycles.
  • ATM transfer: refund to the customer’s verified bank account within seven business days after inspection.

Refunds are made only to the original payment source or verified customer account.

7. Shipping Costs and Product Problems

We cover return or exchange shipping for defects, incorrect items, shortages, or shipping damage. Shipping charges by carrier: 黑貓宅急便 TWD 120; 新竹物流 TWD 120; 嘉里大榮 TWD 120; 7-11 超商取貨 TWD 65; 全家店到店 TWD 65; B2B 大宗配送（限批發） TWD 120; free shipping applies at TWD 1000. A partial return that reduces the retained order below the free-shipping threshold may cause the original delivery charge to be deducted from the refund where permitted.

Photograph the product and packaging and contact us within seven days if goods arrive defective, damaged, incorrect, or short.

8. Contact and Disputes

Contact EatUp at or chengyulin913@gmail.com. We aim to respond within two business days. You may also use the contact details on our Contact page.