Refund and Returns Policy
Thank you for choosing Forwin Biotech products. To protect your rights and ensure a clear shopping experience, please read the following Return and Refund Policy carefully before making a purchase.
1. Seven-Day Cooling-Off Period
In accordance with Taiwan’s Consumer Protection Act, consumers who purchase products through our official website are entitled to a seven-day cooling-off period, including weekends and public holidays, beginning on the day the product is received.
Please note that the cooling-off period is not a trial or sampling period.
To qualify for a return, the product must remain unused, in new condition, and in its complete original packaging. This includes the product itself, all internal and external packaging, promotional gifts, accompanying documents, and any other items originally included with the order.
2. Circumstances Where Returns May Be Declined or a Restocking Fee May Apply
The following circumstances may affect your eligibility for a return or may result in applicable charges:
Opened Hygiene or Food-Safety Seals
Our powdered dietary supplement products contain sealed inner packaging, including individual powder sachets, foil pouches, protective container seals, or similar food-safety packaging.
Once such packaging has been opened, torn, or the product has been consumed, the contents may be exposed to air and become subject to contamination or deterioration. Such use may be considered beyond what is reasonably necessary to inspect the product. In accordance with applicable regulations, Forwin Biotech may therefore be unable to accept the return or exchange, or may deduct an appropriate amount reflecting the reduction in the product’s value.
Incomplete or Damaged Products and Promotional Items
Returns may be affected if the original packaging is incomplete, product contents are missing, promotional gifts are not returned, or the product or packaging has been damaged due to improper handling. This includes damaged outer packaging, unusual odors, moisture exposure, or clumping of powdered contents.
Return Request Submitted After the Deadline
Return requests must be submitted within seven days of receiving the product, based on the delivery or collection date recorded by the logistics provider.
3. Return Application and Refund Process
How to Request a Return
Please contact our customer service team within seven days of receiving your order and provide your order number together with photos or video showing that the product remains unopened.
Return Packaging Requirements
Please securely package returned products using the original shipping carton or another suitable, clean shipping box.
Do not attach shipping labels, write directly on, or otherwise alter the product’s original retail packaging. If the original product packaging is damaged, the product may be considered incomplete and an appropriate packaging depreciation or restoration fee may apply.
Electronic Invoice Processing
If an electronic invoice was issued for your purchase, submission of a return request constitutes your authorization for Forwin Biotech to process the applicable sales return or allowance documentation and invoice cancellation on your behalf.
Refund Processing Time
After we receive the returned product and confirm that it meets the applicable return requirements, we will process your refund within 7–10 business days, and in all cases within the legally required period of 15 days.
4. Defective, Damaged, or Incorrect Products
If the product you receive has damaged packaging, powder leakage, has expired, or does not match the product you ordered:
Please take photographs or video immediately upon receipt to document the condition of the product.
Contact our customer service team within seven days of receiving the product. We will arrange a replacement as soon as possible and will cover the applicable return and replacement shipping costs.
5. Prevention of Abusive Returns and Exchanges
To protect consumer interests and maintain food-safety standards, Forwin Biotech reserves the right to take appropriate action where our systems identify or we otherwise determine that a customer has repeatedly engaged in conduct inconsistent with the principle of good faith, including repeated unjustified order cancellations, abuse of return privileges, or intentional damage to products.
Where appropriate and permitted by applicable law, Forwin Biotech may refuse future transactions, cancel orders, or temporarily suspend the relevant account.