Refund policy

Return Policy

To protect your rights, if you wish to request a return or exchange, you must provide a full unboxing video and photos to facilitate verification.

1. Product Inspection Period

In accordance with Article 19 of the Consumer Protection Act, you are entitled to a 7-day inspection period (including holidays) starting from the day you receive the product.
This 7-day “hesitation period” is not a trial period. Upon receiving the product, please first confirm whether the contents and quantity are correct. Do not open the product packaging if you are still considering a return.

Note: The 7-day hesitation period does not apply to in-store purchases or cross-border orders.
For returns, please contact our customer service within 7 days of receipt and provide your name, order number, contact number, the product(s) to be returned, reason for return, and relevant photos.

Customer Service Email: service@ocean-cherub.com.tw
Customer Service Phone: +886-4-2382-6878

2. Return Instructions

Please inspect your order as soon as you receive it. If there are issues such as incorrect items sent or damage caused by non-human factors during delivery, we will offer a return or exchange.

Returned products must be unused, unopened, and free of any damage or contamination not caused by manufacturing defects. Items must include the product, all accessories, gifts, manuals, warranty cards, and original packaging.
Missing or damaged items may result in deductions from the refund. We recommend retaining all packaging until the inspection period ends.

Returns will not be accepted if parts are missing or damage is beyond restoration (except for defective items). Please retain the outer packaging to avoid affecting your return eligibility.

3. Full vs. Partial Returns

  • For full-order returns: promotional gifts must also be returned.
  • For bundled or combo products: all items in the set must be returned; partial returns are not accepted.
  • If a partial return causes the order total to fall below the promotion threshold, relevant gifts must also be returned.

4. Return Shipping Fees

  • If the original order did not qualify for free shipping, return shipping costs will be deducted from the refund.
  • If a partial return causes the order to no longer meet free shipping conditions, shipping fees will be deducted accordingly.

Shipping Fee Rates (NTD):
Large items (e.g. car or household mattresses): $500
Baby mattresses / multi-use mats / nap mats: $380
Small items: $200
Convenience store pickup: $150
Outlying islands / remote areas: $800
For international returns, please contact customer service.

5. Defective Products

If the product is found defective due to delivery, please immediately report it to the delivery personnel and take photos as proof.

If you suspect a defect, contact customer service immediately and provide a full unboxing video and photos. We will verify and process the exchange for the same item, color, and size.
No return or exchange will be accepted if defects are not reported within 7 days.

6. Non-Returnable Situations

1. Exceeding the 7-day inspection period.
2. Opened, used, or damaged products (including packaging).
3. Incomplete packaging or missing invoice/accessories.
4. Discounted, promotional, welfare, or customized products.
5. Incomplete return of combo products.
6. Return/exchange requests submitted after 7 days due to ordering mistakes.
7. Frequent or malicious returns – we reserve the right to suspend your shopping privileges.
8. Issues limited to external packaging (e.g. slight size/weight discrepancies, screen color differences, minor spots, loose threads, fabric feel, or scent).

Note: If we cannot contact you or retrieve the return within 10 working days from your request, the return application will be canceled.

7. Return Process

1. Contact customer service.
2. Confirm return eligibility.
3. Prepare the product, invoice, and all original packaging.
4. Provide your contact info and pickup time.
5. Our designated courier will collect the item.

  • If the item was incorrectly delivered or defective (unopened), we will cover return shipping and provide a replacement.
  • If the item is being returned due to personal reasons, the product must remain unused and complete (including packaging, manuals, gifts, and shipping documents).

8. Refund Instructions

  • Credit Card: Refunds will be issued to the original card.
  • ATM/Virtual Account: Provide the buyer’s bank details; refund will be transferred accordingly.
  • LINE PAY: Refunds will be returned to the original LINE Pay account.
  • Cash on Delivery: Provide bank account info for refund processing.

Processing time is approx. 15–21 business days after we receive and inspect the returned item. Return shipping fees (if applicable) will be deducted from the refund.

9. Exchange Instructions

Items must be unused and complete, with no damage caused by improper handling. Keep the original packaging, including boxes, to be eligible for an exchange.

Exchange Process:
If you agree to proceed with an exchange, please complete the return process on the original order and place a new order. If there’s a price difference, we will adjust the invoice accordingly.