Return and Exchange Policy
Cooling-Off Period
In accordance with Taiwan’s Consumer Protection Act and applicable regulations governing distance sales, online shoppers are entitled to a 7-day cooling-off period starting from the day after the product is received, including weekends and public holidays. The cooling-off period is not a trial period. Returned products must be kept complete, including the product itself, packaging, gifts, accessories, invoice, and all accompanying documents.
If you would like to request a return, please contact our customer service team within 7 days of receiving the product and provide your name, order number, contact phone number, product name, and product photos. This will help our customer service team confirm the product condition and arrange the return process.
Customer Service Email: info@moculex.com
Customer Service Phone: 0986 957 034
Return Policy
Returned products must be unused and free from stains, damage, or defects not caused by non-human factors. The 7-day cooling-off period protected under Taiwan’s Consumer Protection Act is provided for you to consider and confirm whether the product meets your needs. It is not a product trial period. If requested by the store, please keep the complete original packaging, including the outer paper box, as missing or incomplete packaging may affect your return rights.
Returns may not be accepted under the following circumstances:
The request is made after the 7-day cooling-off period.
The product has been opened and used, or has been damaged due to human factors, including stains, malfunction, damage, wear, abrasions, scratches, or dirt.
The returned product packaging is damaged or incomplete, or the invoice or accessories are missing.
Malicious or excessive returns, including repeated bulk purchases followed by returns within a short period of time, behavior that clearly affects normal transaction order, or purchases suspected not to be for personal use.
Return Process
Contact our customer service team within 7 days and provide your order number, purchaser information, and product photos → Customer service confirms whether the return can be accepted → Prepare the complete product and invoice → Provide an available pickup time, contact information, and pickup address → The product will be collected by a logistics provider arranged by the store.
The detailed process will be explained by our customer service team. The actual return method shall be subject to the instructions provided by our customer service team.
Refund Policy
For credit card payments: Once the return is confirmed, the refund will be issued directly to the original credit card account used for payment.
For bank transfer payments: Once the return is confirmed, the refund will be transferred to the bank account provided by you.
The actual refund process will be handled in accordance with the payment method, payment processing procedures, and instructions provided by our customer service team.
Exchange Policy
Products requested for exchange must be unused and free from stains or damage not caused by non-human defects. When applying for an exchange, please provide your order information, product photos, and a brief explanation of the reason for exchange, such as product defects, missing items, damaged packaging, incorrect items, or other situations requiring assistance. This will help the store confirm the situation and arrange the follow-up process as soon as possible.
Products requested for exchange must be kept in brand-new and unused condition. Please also keep the complete original packaging, including the outer packaging, inner individual packaging, and all accompanying items. If the packaging is missing, visibly damaged, opened, used, or broken, your exchange rights may be affected.
Exchange Process
If you would like to request an exchange, please contact our customer service team within 7 days of receiving the product and provide your order number, purchaser information, and product photos. Please also briefly explain the reason for exchange, such as product defects, missing items, damaged packaging, incorrect items, or other situations requiring assistance. This will help the store confirm the situation and arrange the follow-up process.
This Return and Exchange Policy is prepared in accordance with Taiwan’s Consumer Protection Act and applicable laws and regulations. Nothing in this policy shall affect any rights consumers may have under the Consumer Protection Act or other applicable laws and regulations.
