Return policy

How much time do you have to return a product?

All customers are entitled to inspection period of time of 7 days (including holidays) after receiving the product. Please note that this is not a trial period. 
You may return or exchange unopened products within this 7 day period. The customer is responsible for all shipping fees (with the exception of cases where products were shipped incorrectly or the products had defects).
All return applications wll be rejected after this period of time.

What are the conditions you must meet to return a product?

Only products in "original condition" will be accepted. 
Please return products with packagings, gifts and documents. 
Damaging the product packaging, removing seals, adhesives, labels, will not be accepted.

How is a refund calculated?

All shipping fees will be deducted from the return refund. If an order had free shipping, and the total value of the remaining products (after the return) does not meet the free shipping condition, then a shipping fee of 80 NTD will be deducted from the refund amount. 

 When payments were issued via WebATM, a 30 NTD transaction fee will also be deducted.

How do you get your refund?

Refunds will be credited to the original form of payment. For convenience store payments and cash on delivery, payments will be deposited in the bank account the customer provides.

How do you ship your return?

Please when shipping the products do not stick any paper or write any text directly on the packaging. If the original packaging is damaged, goods cannot be returned. When packaging the products for return, wrap them appropriately, with enough cushion so that products do not get damaged.

The customer is responsible for the shipping of the product. You may ship via Post office or via 7-11/ Family Mart. Please ship the product to the adress / shop provided by customer support.
Please request a shipping receipt upon sending the products. Keep this receipt with you until the return process is finished.

How is a return processed?

To apply for a return, please send a request to our customer support email : support@mountainsandsea.com.tw
Indicate the product you want to return, order number and the reasons for returning.
Once the return is approved, customer support will provide you an address / convenience store name to ship the goods to.
Please provide the tracking number of the package once goods are shipped out.
After the store collects the package and completes an inspection (2 to 3 working days) , you will receive a notification. If approved, you will need to provide your full name and your bank account information if you used convenience store payment or cash on delivery. Please make sure the data is correct. For other forms of payment, the return will be credited to your original form of payment.
For all payment methods, credit will take around 10 working days to post on your account.