Refund policy

Return and Exchange Policy｜Taiwan Region

Thank you for supporting EWA STUDIO／東西像工作室. To protect the rights of both parties, please read the following return and exchange policy carefully before placing an order.

■ Online purchases in Taiwan are entitled to a seven-day appreciation period after the product is delivered, in accordance with applicable regulations. The seven-day appreciation period is not a trial period. Returned products must remain brand new, unused, undamaged, and must include the product itself, packaging, accessories, gifts, certificate of authenticity, numbered card, invoice, and any other documents included with the shipment.

■ If you wish to return a product after receiving it, please contact us within seven days after delivery and provide your order number, name, contact information, and reason for return. We will assist you in confirming the following return process.

■ This return and exchange policy serves as the basic guideline for general products. If an individual product has special return or exchange conditions due to its material, production method, customized content, hygiene considerations, or other product characteristics, such conditions will be separately stated on the product page. Please read the additional notes on the product page carefully before placing an order.

■ To confirm the product condition and protect the rights of both parties, please record the entire unboxing process after receiving the package. The recording should ideally include the unopened outer box, shipping label, unboxing process, package contents, product itself, and accessory inspection. If the product is damaged, missing parts, incorrectly shipped, or has any other abnormal condition, a complete unboxing video will help with subsequent confirmation and handling.

■ If you find obvious damage, missing parts, an incorrect product, or any other abnormal condition upon receiving the product, please contact us within 48 hours after delivery and provide the unboxing video, product photos, outer box photos, and order information. We will assist with replacement, reshipment, repair, or refund according to the actual situation.

■ Returns or exchanges may not be accepted under the following circumstances:

■ The product has been used, assembled, painted, processed, modified, or shows obvious signs of use.

■ The product itself, packaging, accessories, gifts, certificate of authenticity, numbered card, invoice, or any other documents included with the shipment are incomplete.

■ The product is damaged due to improper storage, impact, moisture, scratches, dropping, or other human factors caused by the buyer.

■ The product has exceeded the seven-day appreciation period.

■ Customized products, made-to-order products, or commissioned works that have been clearly stated on the product page in advance as not applicable to the seven-day appreciation period.

■ The product page has clearly stated special return or exchange conditions, and the product condition does not meet those conditions.

■ Before returning any product, please contact us first for confirmation. Products returned without prior contact may not be accepted. Please pack the returned product properly to prevent further damage during shipping. If the product is damaged during return shipping due to improper packaging, it may affect your refund or return/exchange rights.

■ Refunds will be processed after we receive the returned product and confirm that its condition meets the return requirements. The actual refund time will depend on the payment method, bank, or payment platform processing time.

■ If the return or exchange is caused by product defects, incorrect shipment, or shipping damage, the related return and exchange shipping fees will be covered by EWA STUDIO／東西像工作室. If the return is requested due to personal reasons, the return shipping fee shall be borne by the buyer.

■ If you have any questions about the product condition, return and exchange conditions, or special product notes, please feel free to contact us for confirmation before placing an order.

 

Return and Exchange Policy｜International Orders

Thank you for your interest in the works of EWA STUDIO／東西像工作室. As international orders involve overseas shipping, customs duties, customs clearance, return and exchange shipping costs, and import regulations of different countries, please contact us before placing an order so that both parties can confirm the details in advance.

■ International orders are not currently processed through the standard automatic checkout system. If you wish to purchase from overseas, please contact us first via Email or through the contact form on our website, and provide the product you wish to purchase, quantity, destination country, shipping address, or approximate delivery area.

■ We will confirm the shipping fee, estimated delivery time, payment method, customs duties, and customs clearance notes with the buyer based on the product size, weight, destination country, shipping method, and actual shipping conditions.

■ An international order will only be formally established after both parties have confirmed the product details, total amount, shipping fee, payment method, and delivery conditions. Please do not make payment or place an order before confirmation.

■ International shipping fees, customs duties, customs clearance fees, import taxes, local delivery fees, or any other related charges incurred in the destination country shall generally be borne by the buyer.

■ If the package is returned, delayed, lost, or incurs additional fees due to an incorrect address provided by the buyer, failure to complete customs clearance, refusal to accept the package, failure to pay customs duties, or failure to collect the package within the required period, the related costs and losses shall be borne by the buyer.

■ After receiving an international package, please record the entire unboxing process. The recording should ideally include the unopened outer box, shipping label, unboxing process, package contents, product itself, and accessory inspection. If the product is damaged, missing parts, incorrectly shipped, or has any other abnormal condition, please contact us within 48 hours after delivery and provide the complete unboxing video, product photos, outer box photos, and shipping information.

■ International returns and exchanges will be confirmed individually according to the product condition, destination country, shipping conditions, and actual costs. Except in cases of product defects or incorrect shipment, any international shipping fees, customs duties, customs clearance fees, and other related costs arising from returns requested for personal reasons shall be borne by the buyer.

■ If an individual product has special international return or exchange conditions due to its material, production method, customized content, limited edition numbering, hygiene considerations, or other product characteristics, such conditions will be separately stated on the product page. Please read the additional notes on the product page carefully before contacting us to make a purchase.