Return and Exchange Policy
1. Notes on product ordering
1. Consumers who shop on this website are entitled to a seven-day hesitation period upon arrival of goods in accordance with the Consumer Protection Act. The seven days (including holidays) are calculated from the date of arrival, and the delivery receipt is used as proof of arrival. ( Note! The cooling-off period is not the probation period ) .
2. If you wish to return a product, the product, accessories, and gifts must be in new condition and intact packaging. If you unpack the product, you may be required to pay for restoration costs. The Cook-Key® Cloud Drive has a unique login number. Once the product has been powered on and used online, the login code cannot be updated or transferred. Therefore, please do not log in online if you wish to return the product. Otherwise, unpacking or use will not be considered necessary for inspection, and you may be required to pay for restoration costs.
3. Please be sure to check the packaging upon receipt of the merchandise. If the packaging is damaged or incomplete during transportation, please do not unpack it. Take photos immediately for evidence and notify us within 24 hours of receiving the merchandise. We will identify the defect or damage based on the relevant documentation you provide and the returned merchandise and ship a new product to you as soon as possible.
4. The product images displayed on the website may vary slightly in color due to different screen resolutions. Please refer to the actual product for color.
2. Return and Exchange Methods
1. Please notify our customer service staff within seven days of receiving the product via the following customer service email or hotline. Please provide the reason for return or exchange, order number, photos and relevant proof so that our company can assist in processing the return or exchange. Late requests will not be accepted.
2. Please fill out the return application form if you wish to return goods.
3. Please return the complete product ( including the main unit, accessories, inner and outer packaging, accompanying documents, gifts, etc. ) together with the original outer box to the designated address of our company. Do not send any missing or damaged products or unpacked products, so as not to affect your right to return or exchange.
4. The Company reserves the right to inspect merchandise for return or exchange requirements. If inspection reveals missing parts, stains, damage, broken seals or labels, incomplete packaging, or disconnected connections, which could affect resaleability, the Company may charge a fee based on the actual cost of refurbishment or refuse a return or exchange.
5. If you wish to return or exchange a product, and only return part of the items so that the remaining items in the original order do not reach the full amount for free shipping, you will be required to pay the shipping costs of the original order. The Company may deduct these costs from the refund amount.
6. If you need to return or exchange a discounted combination item, you must return the entire set (including gifts). You cannot return or exchange only the items within the set.
3. Refund Instructions
1. If you use ATM transfer on this shopping platform , please provide the original orderer's complete refund account information to our customer service staff, including bank name, branch, code, account number and account name. Once we receive your complete refund information and confirm the product is correct, we will complete the refund within 10-14 business days and refund the funds to your designated account.
2. If you pay online with a credit card, the amount will be refunded directly to your original credit card account. Once the return procedure is completed and the product is confirmed to be correct, we will complete the online refund within 10-14 working days.
- Customer Service Email:service@vorwerk.com.tw
- Customer Service Hotline: 02-23971333 ext . 0
- Service hours: Weekdays 09:00-17:30
