Return, Exchange, Claim & Refund Policy

• 1.1 The product received does not match the order, for example the wrong model, the wrong type, or the wrong quantity.
• 1.2 The product has a defect or damage arising from the manufacturing process.
• 1.3 The product was damaged during delivery, in which case the customer should prepare supporting evidence such as photographs or video.
• 1.4 The product or equipment received has missing parts.
• 1.5 Consumable materials received have expired as at the date of receipt of the product.
• 1.6 The product cannot be used in accordance with its specified features, due to a defect in the product itself.
• 1.7 Damage or problems arising from installation carried out by the Company.

Period for Submitting a Request: The customer must submit a request within 7 days from the date of receipt of the product, together with proof of purchase and supporting evidence.

Where a defect in the product is discovered after the expiry of the above period, the customer remains entitled to exercise their rights under the warranty conditions applicable to each type of product.

Recording a Video While Unboxing the Product (Unboxing)

For the customer's own benefit in requesting a return, exchange or claim, the Company requests the customer's cooperation in recording a continuous video starting before the product box is opened, showing:

• (1) the condition of the outer packaging and the shipping label;
• (2) the process of opening the box;
• (3) the condition of the product and the equipment inside the box.

Such video will enable the Company to verify and approve the request more quickly, particularly in the case of damage during delivery under Clause 1.3 and missing parts under Clause 1.4, which the Company is required to use as supporting evidence for a claim against the delivery service provider.

Where the customer has not recorded a video while unboxing, the Company will consider other supporting evidence, such as photographs of the packaging, the condition of the product, and the report of the delivery service provider. This may require a longer period of verification, and in some cases the evidence may be insufficient for the request to be approved.

• 2.1 The product is damaged as a result of improper use, installation, modification or repair by the customer or by a third party not authorised by the Company.
• 2.2 The product has been used beyond what is necessary and the Company, having inspected the condition of the product, finds no defect in the product itself.
• 2.3 Products made to order, modified, or specified with special features at the customer's request (Customized / Made-to-Order), unless the product is defective or does not conform to the agreed specifications.
• 2.4 Products for which the customer is unable to produce evidence of purchase from the Company.
• 2.5 Products damaged by accident, natural disaster, use for an improper purpose, liquids, or external factors not arising from a defect in the product, including damage caused by animals or insects, and the like.

Discounted or Promotional Products may still be exchanged or claimed if the product does not match the order or is defective, and falls within the conditions under Clause 1.

The customer must contact the Company's Customer Service before returning any product on every occasion, through the channels designated by the Company, stating the order number, details of the problem, and supporting evidence.

Telephone: 02-576-5555

Once the Company has received complete information, the Company will verify the request and notify the customer of the outcome, together with the procedure for return, collection of the product, exchange of the product, repair, or refund, as appropriate.

If the customer does not comply with the prescribed procedure, the Company may be unable to consider the request. This does not affect the rights of consumers under applicable law.

Products returned to the Company should be in complete condition, together with the packaging, manual, warranty card, accessories, and complimentary items received with the product.

However, where the return arises from a product that is damaged or defective, from an incorrect product having been received, or from damage not caused by the customer, the Company will consider the matter on a case-by-case basis according to the condition and the facts relating to the product.

After the Company has received the returned product and the relevant information, the Company will inspect the product and notify the customer of the outcome.

If the request satisfies the conditions, the Company may take any one of the following actions as appropriate: repair, replacement of the product, replacement with a product of an equivalent model, or a refund, having regard to the nature of the problem, the availability of the product, the warranty conditions, and the agreement with the customer.

The Company will carry out the repair, the exchange of the product, or the delivery of a replacement product within a period not exceeding 30 business days from the date on which the Company has received all necessary information and/or products and has duly approved the request.

In the event that parts or products must be ordered from a manufacturer overseas, which may take longer than the period specified, the Company will notify the customer of the estimated schedule in advance.

Where the return or exchange arises from a product not matching the order, a defect in the product, damage to the product during delivery, or an error on the part of the Company, the Company will be responsible for the costs of return delivery and of delivering the replacement product, by the method designated by the Company.

Where the return does not arise from a defect in the product or an error on the part of the Company, and the Company approves it as a special case, the customer may be responsible for the delivery costs or other expenses incurred. The Company will notify the customer before proceeding.

Where the Company approves a refund, the Company will make the refund through the channel designated by the Company, such as a transfer to the customer's bank account or the original payment channel, if supported by the system.

The Company will make the refund within a period not exceeding 30 business days from the date on which the Company has duly completed its verification and approved the request. The period for the funds to be credited to the account may vary according to the terms of the bank or the payment service provider.

The customer may request to cancel an order before the product enters the process of delivery, installation, production, or fulfilment of the customer's specific order, by contacting Customer Service through the channels designated by the Company.

For Customized / Made-to-Order products, or products in respect of which the Company has already commenced procurement, production, modification or installation pursuant to the order, cancellation may incur charges based on the costs actually incurred. The Company will notify the customer of the conditions before proceeding. This shall not operate to limit the rights of consumers under applicable law.

Installation fees, service fees, special packaging fees, or other expenses in respect of work already completed are not refundable to the customer, unless the ground for the refund request arises from an error on the part of the Company, from services not being provided in accordance with the agreement, or from a case in which the law entitles the customer to a refund.

This Policy applies in conjunction with the warranty conditions of each type of product, as well as the relevant terms of the manufacturer, provided that the manufacturer's terms shall apply only to the extent that they do not conflict with the rights of the customer under applicable law.

In the event that any condition in this Policy conflicts with or contradicts the rights of consumers under applicable law, the rights of consumers under such law shall prevail.

The Company reserves the right to amend this Policy as appropriate, provided that such amendment shall not affect rights arising from orders placed before the date on which the amended Policy comes into force.