退換貨政策

退貨與退款政策

Hiroia 致力於提供優質的產品與服務，若您對訂單不完全滿意，請依照以下規範辦理退貨。

一般退貨政策

  • 退貨期限： 您可於購買日期後 30 天內向 Hiroia 客服申請退貨，但須符合商品退貨條件。
  • 退貨條件：
    • 商品須保持未使用，原包裝完整且可再次銷售，否則恕不受理退貨；
    • 咖啡豆與咖啡機類產品不接受退貨與退款；
    • 國際訂單的退貨運費及關稅等費用由客戶自行承擔，詳情請參閱相關說明；
    • 瑕疵或錯誤商品退換貨： 若因商品瑕疵或出貨錯誤需辦理退換貨，Hiroia 將提供快遞單號，您可將商品完整包裝後交由快遞取件，無須負擔任何費用；
    • 若因個人因素（如下單錯誤、不符合需求等）申請退貨，則須由消費者自行寄回商品，並負擔退貨運費。

咖啡機類商品退換貨規範

  • 咖啡機類商品一經拆封使用，即無法恢復為新品狀態，且可能產生食品容器衛生與安全風險，因此恕不接受退貨。
  • 若商品交付時即有瑕疵（如功能異常、製造缺陷），客戶可於商品簽收後 7 天內申請換貨，並提供完整的購買憑證及瑕疵證明。
  • Hiroia 保留最終退換貨審核權，並可根據商品狀況決定是否受理退換貨或提供替代方案。

退貨流程及國際訂單退貨費用

若您的退貨商品及申請時間符合規定，請向 Hiroia 客服申請退貨。請務必確認申請符合相關規範，客服可能會要求您提供以下資料：

  • 商品照片（若包裝未封膜，請確保所有內容物清晰可見）；
  • 商品完整包裝照片；
  • 商品外箱照片；
  • 若申請換貨，請提供瑕疵說明、照片或影片，並配合客服進行必要檢測。

國際訂單退貨運費及關稅支付：

  • 除非商品到貨時即存在瑕疵（DOA, Dead on Arrival），國際訂單退貨運費與關稅由客戶自行承擔。
  • 若您的退貨申請通過 Hiroia 審核，我們將根據您的退貨寄送地址計算國際運費及回到倉庫所在國的關稅。
  • 運費計算完成後，客服將提供線上支付連結，請您完成支付；支付完成後，客服將提供國際快遞取件單號，並請您聯繫當地快遞公司安排取件。

退貨與退款政策中，如未依規範操作，可能導致退貨處理延誤或無法受理，請務必確保所有資料完整。

Return & Refund Policy

Hiroia is committed to providing high-quality products and services. If you are not completely satisfied with your order, please follow the return guidelines below.

General Return Policy

  • Return Period: You may request a return through Hiroia Customer Support within 30 days from the original purchase date, provided that the product meets the return conditions.
  • Return Conditions:
    • The product must be unused, in its original packaging, and in resalable condition; otherwise, returns will not be accepted.
    • Coffee beans and coffee machines are non-returnable and non-refundable.
    • For international orders, return shipping costs, customs duties, and other related fees shall be borne by the customer. Please refer to the detailed policy for more information.
    • Defective or Incorrect Items – If the return is due to a defective product or incorrect shipment, Hiroia will provide a prepaid shipping label for the return at no cost.
    • If the return is due to personal reasons (e.g., incorrect order placement, change of preference), the customer is responsible for the return shipping costs.

Return & Exchange Policy for Coffee Machines

  • To ensure food container safety and hygiene, once a coffee machine has been unsealed or used, it cannot be restored to its original condition and may pose hygiene and safety risks. Therefore, returns will not be accepted.
  • If the product is found to be defective upon delivery (e.g., functional issues, manufacturing defects), customers may request an exchange within 7 days of receipt by providing valid proof of purchase and defect documentation.
  • Hiroia reserves the final right to approve returns or exchanges and may decide whether to accept the return, offer an exchange, or provide an alternative solution based on the product’s condition.

Return Product Conditions & Packaging Requirements

  • Returned products must be in brand-new condition with complete packaging, including the product, accessories, gifts, packaging bags, original manufacturer’s box, and all accompanying documents.
  • Missing any item from the package may affect your return eligibility. Please ensure all contents are complete before returning the product.
  • Upon receiving your order, please inspect the product immediately. If you are dissatisfied with the item, do not unseal or use it (including removing protective tape or opening sealed bags) and proceed with the return process.
  • For returns, the original outer packaging must be used for shipping. Do not attach shipping labels or write directly on the original manufacturer’s box, as it is considered part of the product.
  • If the original packaging is damaged, a restoration fee may be deducted based on the extent of the damage.

Bundle Product Returns & Partial Returns

  • Each order is eligible for only one return request.
  • For bundle purchases, the entire set must be returned to process a refund; partial returns are not accepted.
  • If multiple items were purchased in a single order and a partial return is requested, the refund amount will be calculated based on the individual product price or discounted price. Applicable shipping fees or deductions (e.g., packaging damage fees) may be charged according to the return policy.

Refund Method & Processing Time

  • Once the returned product arrives at our company and passes inspection, the refund process will be completed within 7-8 business days.
  • For credit card payments, the refunded amount will be credited back to the original credit card account. Due to banking procedures, it may take approximately 7-14 days for the refund to appear, and the processing time may vary depending on your credit card’s billing cycle.
  • For inquiries regarding the bank's processing time after the merchant processes the refund, please contact your credit card issuing bank.

Situations Where Returns Are Not Accepted

  1. Return request exceeds the allowed return period.
  2. The product has been unsealed and shows signs of use, is missing parts, has severely damaged packaging, or the product serial number sticker has been removed or scratched off. Returns are not accepted for items damaged due to human factors such as stains, malfunctions, wear, scratches, dents, or dirt.
  3. Missing or damaged product accessories.
  4. Failure to return promotional gifts included with the purchase.