退換貨政策

為保障顧客權益並規範退換貨流程，結合電動牙刷、衝牙器等個人護理類產品特性與服務標準，制訂本退換貨政策，敬請顧客購買前詳細閱讀。

一、7 天未拆封無理由退換貨

申請條件：

顧客於簽收商品 7 日內，產品包裝完好未拆封、無損毀、未使用，不影響二次銷售，且配件齊全，可申請無理由退換貨。

限制說明：

贈品及官網列明不可退換貨的商品，不適用本條款。

費用承擔：

因個人原因申請的無理由退換貨，往返運費、關稅、清關費用等必要費用均由顧客承擔。

二、一個月內質量問題免費換貨

申請條件：

顧客於簽收商品 30 日內，產品出現無法正常使用的質量故障（外觀損傷不列入質量問題範疇），不論是否拆封使用，均可申請免費換貨。

· 若商品已拆封使用，經確認屬質量問題的，可申請退貨且不收取處理費；

· 若申請退貨，需扣除訂單實付金額 10% 處理費。

申請流程：

1. 請立即拍攝產品故障部位、包裝標籤照片，並準備訂單編號、產品編號；

2. 諮詢官網客服中心提交申請，並說明故障詳情；

3. 經客服確認屬質量問題後，安排換貨事宜。

費用與服務說明：

· 質量問題換貨產生的運費、關稅、清關費用由本公司承擔；

· 每張訂單僅支持一次換貨；若同款產品缺貨，將為顧客辦理退款（退款不扣除處理費，且不含原訂單運費、稅費）。

三、不予退換貨範圍

· 因個人原因（如不喜歡、效果未達預期、誤購等）申請的換貨需求，一律不予受理；

· 商品售出後，非質量問題（含外觀瑕疵、個人膚質不適配等），一概不予退貨；

· 超過上述時限（7 天無理由 / 30 天質量問題）已開封、損毀、配件缺失，影響二次銷售的非質量問題商品；

· 未經客服事先確認，自行退回的商品；

· 優惠套裝、加購商品、限時限量商品，除質量問題外，不支持退換貨；

· 如顧客在商品發貨後拒絕收件，往返運費需由顧客承擔；

· 耗材（例如刷頭，牙膏和替換零件），不在退換範圍內。

範圍備註：

本政策涉及商品為個人護理類產品，為保障每位顧客的使用安全與衛生，不符合上述條款的商品一律不予退換。

四、通用規則

· 申請渠道：所有退換貨需求僅限官網客服中心提交，不接受其他渠道申請；

· 退款說明：退款將原路退回至訂單付款平台，審核通過後 15 個工作日內完成處理（實際時效以訂單付款平台實際處理情況為準）；退款金額以實付金額扣除相關費用後為準，原訂單運費不設退款；

· 贈品相關：退貨時需一併寄回訂單內所有贈品，未退回的將扣除贈品零售價值；

· 優惠規則：訂單退換貨後，原使用的優惠碼、購物金不可再次使用；套裝退貨後未達優惠門檻的，保留商品將恢復原價計算，差額從退款中扣除；

· 訂單生效：顧客支付成功後即視為同意本政策，訂單選項（顏色、數量等）不可更改。

如有任何爭議，ECOLITE WELLBEING (HK) CO.，LIMITED 保留最終決定權。

 

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Return and Exchange Policy

To protect customer rights and interests, standardize the return and exchange process, and combined with the characteristics of personal care products (such as electric toothbrushes and water flossers) and service standards, this Return and Exchange Policy is formulated. Customers are requested to read it carefully before purchase.

I. 7-Day Unconditional Return/Exchange for Unopened Products

Application Conditions:

Within 7 days of receiving the product, customers may apply for an unconditional return or exchange if the product packaging is intact, unopened, undamaged, unused (does not affect secondary sales), and all accessories are complete.

Restrictions:

This clause does not apply to free gifts and products explicitly marked as non-returnable/non-exchangeable on the official website.

Cost Responsibility:

For unconditional returns/exchanges requested due to personal reasons (e.g., change of mind), customers shall bear all necessary costs including round-trip shipping fees, customs duties, and customs clearance fees.

II. Free Exchange for Quality Issues Within 30 Days

Application Conditions:

Within 30 days of receiving the product, customers may apply for a free exchange if the product has quality defects that prevent normal use (appearance damage is not considered a quality issue), regardless of whether the product has been opened or used.

· If the product has been opened and used but is confirmed to have a quality issue, a return may be requested without any handling fee.

· If a return is requested for a quality issue after opening/use, a 10% handling fee based on the actual payment amount of the order will be deducted.

Application Process:

1. Immediately take photos of the defective parts of the product and the packaging labels, and prepare the order number and product number.

2. Contact the official website customer service center to submit the application and explain the details of the defect.

3. After the customer service confirms the quality issue, arrangements will be made for the exchange.

Cost and Service Notes:

· The company shall bear the shipping fees, customs duties, and customs clearance fees incurred due to exchanges for quality issues.

· Each order only supports one exchange. If the same product is out of stock, a refund will be processed for the customer (no handling fee will be deducted from the refund, and the original order's shipping fees and taxes are non-refundable).

III. Non-Returnable/Non-Exchangeable Items

· Exchange requests due to personal reasons (e.g., dislike, unmet expectations, wrong purchase) will not be accepted.

· Returns for non-quality issues (including appearance blemishes, incompatibility with personal skin type, etc.) will not be accepted after the product is sold.

· Non-quality issue products that are opened, damaged, or missing accessories beyond the aforementioned time limits (7-day unconditional / 30-day quality issue period) and affect secondary sales.

· Products returned without prior confirmation from customer service.

· Promotional sets, add-on items, and limited-time/limited-quantity products (excluding those with quality issues) do not support returns or exchanges.

· If a customer refuses to accept the delivered product after it has been shipped, the customer shall bear the round-trip shipping fees.

· Consumables such as facial masks, gels, brush heads, and replacement parts are not eligible for return or exchange.

Note:

All products covered by this policy are personal care items (including electric toothbrushes and water flossers). To ensure the safety and hygiene of all customers, products that do not meet the above terms will not be accepted for return or exchange.

IV. General Rules

· Application Channel: All return and exchange requests must be submitted exclusively through the official website customer service center; requests via other channels will not be accepted.

· Refund Notes: Refunds will be returned to the original payment platform of the order. Processing will be completed within 15 working days after approval (actual timeliness is subject to the processing status of the payment platform). The refund amount is based on the actual payment minus relevant fees; original order shipping fees are non-refundable.

· Free Gift Requirements: All free gifts included in the order must be returned together with the product. If not returned, the retail value of the gifts will be deducted from the refund.

· Promotion Rules: After returning or exchanging products in an order, the originally used discount codes and store credits cannot be reused. If the order no longer meets the promotion threshold after returning a set, the retained products will be calculated at the original price, and the price difference will be deducted from the refund.

· Order Validity: By completing the payment successfully, the customer is deemed to have agreed to this policy. Order details (such as color, quantity, etc.) cannot be changed.

In case of any dispute, ECOLITE WELLBEING (HK) CO., LIMITED reserves the final right of decision.