Thank you for shopping with Ticket To The Moon Taiwan. To protect your rights, please read the following Return and Exchange Policy carefully before placing an order. By completing an order in our store, you acknowledge that you have read, understood, and agreed to this Policy.
This Policy applies to products purchased through the official Ticket To The Moon Taiwan SHOPLINE store. If you have any questions regarding products, orders, returns, exchanges, or refunds, please contact our customer service team.
In accordance with Taiwan’s Consumer Protection Act, consumers in distance sales are generally entitled to cancel the contract by returning the product or providing written notice within seven days after receiving the product. The seven-day period begins on the day after the product is received.
1. Key Summary
You are entitled to a seven-day cooling-off period starting from the day after receiving the product.
The cooling-off period is not a trial period. Products must remain new and unused.
Products must be returned with the product itself, original packaging, tags, accessories, gifts, and all included documents intact.
Return and exchange requests should be submitted through customer service: service@tickettothemoon.com.tw.
Refunds will be processed after returned products are received and inspected.
If the return or exchange is caused by product defects or shipping errors, necessary shipping fees will be borne by our store.
If an exchange is requested due to personal reasons, related reshipping fees or price differences will be confirmed and explained by customer service.
2. Seven-Day Cooling-Off Period
In accordance with Taiwan’s Consumer Protection Act, online purchases are considered distance sales, and consumers are entitled to a seven-day cooling-off period.
The seven-day period starts from the day after you receive the product and includes weekends and holidays. Returning the product or notifying us in writing within this period is considered a valid exercise of the right to cancel the contract.
The purpose of the cooling-off period is to allow you to inspect whether the product meets your needs. It is not a product trial period.
Please keep the product complete, new, unused, and retain the original packaging, tags, accessories, gifts, and all included documents.
If the product shows signs of use, stains, odors, washing, alteration, human-caused damage, or incomplete packaging or accessories, your return or exchange rights may be affected.
3. Conditions for Returns and Exchanges
You may request a return or exchange within the seven-day cooling-off period if all of the following conditions are met:
The product was purchased through the official Ticket To The Moon Taiwan SHOPLINE store.
The request is submitted within seven days starting from the day after receiving the product.
The product remains new, unused, unwashed, and unaltered.
The product has no stains, damage, odors, scratches, human-caused damage, or conditions affecting resale.
The product itself, original packaging, tags, labels, accessories, gifts, manuals, and invoice-related documents are complete.
The return process is completed according to customer service instructions.
For exchanges, the requested replacement product is in stock and meets exchange conditions.
4. Non-Returnable and Non-Exchangeable Situations
Returns or exchanges cannot be accepted under the following circumstances:
The request is submitted after the seven-day cooling-off period.
The product has been used, washed, altered, repaired, or shows obvious signs of use.
The product has stains, odors, damage, scratches, deformation, or human-caused damage.
Original packaging, tags, labels, accessories, gifts, manuals, or other included items are missing or incomplete.
The product is damaged due to improper storage, improper use, or external force.
The product condition affects hygiene, safety, or resale.
The product or service is legally exempt from the seven-day cancellation right and has been clearly stated on the product page, checkout page, or related pages.
The product was not purchased through the official Ticket To The Moon Taiwan SHOPLINE store.
If the returned product does not meet return or exchange conditions after inspection, we will contact you regarding further arrangements. If necessary, the product may be returned to you, and reshipping fees may be borne by you.
5. How to Request a Return or Exchange
To request a return or exchange, please contact customer service within the seven-day cooling-off period through one of the following channels:
Customer Support: service@tickettothemoon.com.tw
LINE Official Account: @tttmtw
Please provide the following information to help us process your request:
Order number
Name of purchaser
Contact phone number
Request type: return or exchange
Reason for request
Product photos
Photos of outer packaging
For exchanges: desired product style, color, size, or specification
For bank transfer refunds: bank name, bank code, branch name, account number, and account holder name
After reviewing your request, customer service will provide return instructions, shipping details, and relevant notes.
Please do not send products back without confirmation from customer service, as this may delay the return or exchange process.
6. Return Process
The return process is as follows:
Submit a return request within the seven-day cooling-off period.
Customer service verifies the order and return eligibility.
Return the product according to the method and deadline provided by customer service.
Please pack the product properly to prevent compression, damage, or exposure during shipping.
After the product is received, we will inspect its condition.
Once the product is confirmed to meet return conditions, the refund process will begin.
After the refund is completed, you will be notified by email or SHOPLINE order notification, depending on the actual situation.
If the returned product is damaged during shipping due to improper packaging, the refund amount or return acceptance may be affected.
7. Exchange Process
If you wish to request an exchange, please contact customer service first to confirm product condition and inventory availability.
The exchange process is as follows:
Submit an exchange request within the seven-day cooling-off period.
Customer service verifies the order, product condition, and replacement product inventory.
Return the original product according to customer service instructions.
After the product is received and inspected, we will confirm whether it meets exchange conditions.
If the replacement product is in stock, we will arrange shipment.
If the replacement product is out of stock, customer service will discuss alternatives, price differences, partial refunds, or return options with you.
In principle, each order may only request one return or exchange. This limitation does not apply to exchanges caused by product defects or shipping errors, which will be handled by customer service according to the actual situation.
8. Refund Method and Processing Time
Refunds will be processed after the returned product has been received and inspected.
Refund methods may vary depending on your original payment method, SHOPLINE system support, payment provider rules, and the actual order status. Possible refund methods include:
Refund to original payment method
Bank transfer refund
Other refund methods mutually confirmed by both parties
If a bank transfer refund is required, please provide accurate bank account information, including bank name, bank code, branch name, account number, and account holder name.
If incorrect account information causes refund failure or delay, the refund processing time will be extended.
Refunds are generally processed within 7 to 14 business days after the returned product is received and inspected. Actual posting time depends on banks, credit card issuers, payment service providers, or SHOPLINE system processing time.
9. Shipping Fees and Related Costs
9.1 Product Defects or Shipping Errors
If a return or exchange is caused by product defects, missing items, incorrect products, incorrect specifications, or other reasons attributable to our store, necessary return and reshipping fees will be borne by our store.
Please inspect your order as soon as possible after receiving it. If you find any issue, please take photos and contact customer service.
9.2 Returns Due to Personal Reasons
If a return is requested due to personal reasons, such as change of mind, difference from expectation, unsuitable size or color, duplicate purchase, or ordering the wrong product, the request will be handled in accordance with Taiwan’s Consumer Protection Act and applicable regulations.
When exercising the statutory cancellation right within the seven-day cooling-off period, consumers are generally not required to provide a reason or bear additional costs. However, if the product is no longer new and complete, or if there is use beyond necessary inspection, wear, packaging damage, missing accessories, or other conditions, we may contact you to confirm further handling based on the actual product condition and damage.
9.3 Exchanges Due to Personal Reasons
If an exchange is requested due to personal reasons, including changes in style, color, size, or specification, related reshipping fees, price differences, or other necessary costs will be explained and confirmed by customer service based on the actual situation.
10. Convenience Store Pickup Returns
Our current main delivery methods include:
7-Eleven store-to-store pickup
FamilyMart store-to-store pickup
If your order was delivered through convenience store pickup, please contact customer service before returning the product and follow the provided return instructions.
Please note:
Do not return the product directly to the original pickup store.
Do not send the product back without customer service confirmation.
Please pack the product properly to prevent exposure or damage during shipping.
Please keep the shipping receipt or tracking number until the return or exchange process is completed.
If a package is returned due to failure to pick up within the required period, it will be handled according to our shipping policy and customer service notification.
11. Defective, Incorrect, or Damaged Products
If you receive a product with any of the following issues, please contact customer service as soon as possible:
Obvious product defect
Incorrect product, color, size, or specification
Missing items
Suspected shipping damage
Severely damaged outer packaging affecting product condition
To help us process your request quickly, please provide:
Order number
Product photos
Photos of outer packaging
Tracking number or package photos
Description of the issue
After confirmation, we will assist with replacement, reshipment, return, or refund according to the actual situation.
12. Promotional Items, Bundles, and Gifts
If your order includes promotional items, bundled products, gifts with purchase, or gift-with-threshold campaigns, please return the complete products, bundle contents, and gifts together when requesting a return.
If the remaining order amount after return no longer meets the promotion threshold, free shipping threshold, or gift eligibility, we may deduct related discounts, gift value, shipping benefits, or other necessary costs from the refund.
If only part of a bundled product is returned, the refund amount will be recalculated based on campaign rules, product price ratios, discounts, and actual order conditions.
13. Invoices and Allowances
If an electronic invoice has been issued for your order, return or refund processing may require invoice allowance, cancellation, or related tax procedures through SHOPLINE, the e-invoice platform, or our store’s internal process.
If additional information or confirmation is required from you, we will notify you separately.
14. Use of Return and Exchange Information
To process returns, exchanges, refunds, customer service, logistics, payments, invoices, and legal obligations, we may collect and use necessary information, including order details, contact information, logistics information, refund account information, product photos, email or LINE Official Account customer service records, and other information necessary for handling returns and exchanges.
Such information will be collected, processed, used, and protected in accordance with our Privacy Policy, and will only be used within the necessary scope for returns, exchanges, refunds, customer service, dispute resolution, accounting, taxation, or legal requirements.
15. Contact Information
If you have any questions regarding return and exchange procedures, product condition, refund status, or order issues, please contact us:
Brand: Ticket To The Moon Taiwan
Company: WaJIS Limited Company
Unified Business Number: 60459201
Customer Support: service@tickettothemoon.com.tw
LINE Official Account: @tttmtw
After receiving your request, we will assist within a reasonable timeframe. Actual processing time may vary depending on order status, logistics progress, product inspection, payment processing, or bank processing time.
