Return and Refund Policy
Thank you for shopping with us.
Upon receiving your order, please check the product items, quantities, outer packaging, and overall condition as soon as possible. If you receive an incorrect item, missing item, visibly damaged product, or encounter any other issue, please contact our customer service team promptly so that we can assist you with verification and further handling.
Returns for Ambient-Temperature Products
CABU instant coffee and milk tea products, Shuan Zui snack products, and other ambient-temperature products are handled in accordance with applicable consumer protection laws and regulations.
For distance sales, consumers are generally entitled to a 7-day cooling-off period after receiving the products.
The 7-day cooling-off period is not a trial period.
If you wish to request a return, please keep the product itself, contents, inner and outer packaging, accessories, and any gifts complete and in good condition.
If the product has been consumed, stained, damaged, lost, or otherwise reduced in value beyond what is reasonably necessary to inspect the product, the return will be handled according to the actual condition of the product and applicable laws and regulations.
If you receive a product with any of the following issues, please provide your order number and relevant product photos for verification:
・Incorrect item received
・Product item or quantity does not match the order
・Product abnormality or defect
・Visible damage caused during delivery
・Other issues attributable to order fulfillment or delivery
We recommend taking photos and contacting customer service as soon as possible after receiving the products to facilitate verification and further handling.
Returns and Exchanges for Frozen Products
AMELIA frozen desserts are food products that require specific storage and temperature conditions.
Under applicable consumer protection laws and regulations, products that are perishable, have a relatively short shelf life, or require specific storage conditions may, when properly disclosed in advance, be exempt from the general 7-day cooling-off period applicable to distance sales.
Therefore, if there is no defect with the AMELIA frozen dessert itself, returns cannot be accepted due to personal taste preferences, changes of mind, order cancellation after shipment, failure to follow storage instructions, or other reasons unrelated to product defects.
If you receive a product with any of the following issues, we will still assist with verification and handling:
・Incorrect item received
・Product item or quantity does not match the order
・Visible damage occurring during delivery
・The product is clearly abnormal upon arrival
・Other product defects attributable to our company
Handling Issues with Frozen Products
If you receive frozen products and discover serious damage to the outer packaging, abnormal thawing, visibly damaged contents, or incorrect items, please keep the product, outer carton, and all packaging materials, and contact customer service as soon as possible.
We recommend providing the following information:
Order number
Full photo of the shipping carton
Photo of the shipping label
Full photo of the products after opening the package
Close-up photos of the affected product
Photo of the expiration date or batch number, if available
After verification by our customer service team, we will assist with re-delivery, replacement, or refund depending on the actual circumstances.
Conditions Not Considered Product Defects
Product colors may vary slightly from the actual product due to differences in lighting, photography equipment, and screen displays.
Food products may also have slight natural variations in appearance, color, size, and shape due to differences in ingredients, production processes, baking, or production batches.
Frozen desserts may experience slight shifting or minor changes in appearance during delivery or due to temperature changes.
As long as these conditions do not affect food safety, product quality, or normal consumption, they will generally not be considered product defects.
Conditions Where Returns or Exchanges May Not Be Accepted
Returns or exchanges may not be accepted under the following circumstances:
・Damage caused by the customer
・Product deterioration or abnormality caused by failure to follow the stated storage instructions
・A substantial portion of the product has already been consumed or the product condition can no longer be verified
・Returned products are incomplete, or related accessories or gifts are missing
・The product has been reduced in value due to handling beyond what is reasonably necessary for inspection
・A return is requested for frozen food due to personal taste, preference, or other reasons unrelated to a product defect
If the product itself is defective or the issue was caused by an error in our order fulfillment, the above restrictions will not apply. We will provide assistance based on the actual circumstances.
Refunds
Once our customer service team has confirmed that the order qualifies for a refund, the refund will be processed through the original payment method used for the order.
The actual time required for the refund to be credited will depend on the processing time of the bank, credit card company, or third-party payment provider.
For partial returns, the refund amount will be recalculated based on the returned products and the promotional conditions originally applied to the order.
If the original order included threshold discounts, coupons, bundle discounts, promotional gifts, or free-shipping offers, and the remaining order no longer meets the original promotion requirements after the return, the refund amount will be recalculated according to the applicable promotion terms.
Customer Service
If you have any questions regarding your order, shipping, products, returns, or exchanges, please contact us through the following customer service channels.
When contacting us, please provide:
・Order number
・Name of the purchaser
・Description of the issue
・Relevant product photos (if applicable)
Customer Service Information
Customer Service Provider: 5840 Food & Beverage Consulting Co., Ltd.
Service Hours: Monday to Friday, 9:00–18:00, excluding national holidays
Customer Service Phone: +886-7-976-5858, Extension 83
Customer Service Email: 5840.mart@gmail.com