🔄 Return & Exchange Policy
🧁 1. General Policy
Food products are personal consumables. For hygiene and safety reasons, and in accordance with Article 2, Paragraph 1 of the “Guidelines for Reasonable Exceptions to the Right of Withdrawal in Distance Sales Transactions”, items that are perishable, have short shelf lives, or may expire upon withdrawal are considered reasonable exceptions under Article 19 of the Consumer Protection Act.
Therefore, all food products purchased from Kobe Fugetsudo are not eligible for a 7-day trial or return period.
Returns or exchanges will only be accepted if the product itself is defective or damaged during delivery.All products are subject to strict quality control. Please consume them before the indicated expiration date.
To maintain food safety and hygiene, returns or exchanges will not be accepted in the following cases:The product has been opened or consumed.
The outer box or packaging has been deformed or damaged due to improper handling, temperature loss, or poor storage by the customer.
🚫 2. Cases Where Returns/Exchanges Are Not Accepted
✘ Dissatisfaction with taste or personal preference
✘ Improper storage by the customer leading to spoilage
✘ Refusal to accept delivery
✘ Ordering the wrong product, excessive quantity, or change of mind
📦 3. Inspection Upon Delivery
To protect your rights, please inspect your order immediately upon receipt to ensure it is correct and complete.
If you find any issues, please contact our customer service within three (3) days after receiving the goods.
Requests beyond this period will not be accepted.
🚛 4. Damaged or Defective Items During Shipping
If your product is damaged during delivery, please notify the delivery personnel immediately and take photos as evidence to protect your rights.
Then, contact our customer service team as soon as possible — we will assist with the necessary exchange process.
💡 5. Product Image Disclaimer
Product photos shown on the website may vary slightly in color due to different monitor brands and resolutions.
The actual product color shall prevail.
❓ 6. Frequently Asked Questions
Q1. Can I return or exchange an item if I ordered the wrong product?
No. Food products fall under Article 2, Paragraph 1 of the Guidelines for Reasonable Exceptions to the Right of Withdrawal, meaning items that are perishable or near expiration are not subject to the 7-day return policy under Article 19 of the Consumer Protection Act.
Therefore, returns or exchanges are not accepted, except in cases of product defects or damage during shipment.
Once a product has been opened, consumed, lost temperature, or spoiled due to improper storage, it cannot be returned or exchanged. We appreciate your understanding.
Q2. What should I do if the product I received is missing, damaged, defective, or incorrect?
Cookies and biscuits are fragile by nature. While we take every precaution to minimize the risk of breakage during shipping, we cannot guarantee 100% intact delivery.
If the product’s outer box is severely dented or damaged, it may have occurred during transport.
📹 To protect your rights, please record a full unboxing video as proof.
A complete unboxing video must include:
The unopened package (before breaking the seal)
The full unboxing process
The product itself
The packing slip or item list
Only original, unedited, and clear video files are accepted. Videos that are fast-forwarded or edited will not be processed.
📅 If you have any concerns about the product, please contact us within three (3) days of receipt,
and provide the original shipping slip along with the full unboxing video.
Our team will promptly assist you with follow-up service or an exchange.
📞 Customer Service Contact
Email: 📧 service@moon-shine.com.tw
Phone: 📞 (02) 2657-8829
