Return and Exchange Policy
Product Evaluation Period
For hygiene products that have been unsealed (such as toothbrushes, nozzles, water tanks, etc.), due to considerations of hygiene and safety, they are exempt from the 7-day evaluation period under the "reasonable exceptions to the right of withdrawal for distance transactions" guidelines. Upon delivery to the designated location or completion of pickup from convenience stores, you have a 7-day product evaluation period (including holidays).
If you wish to return a product, please contact customer service within 7 days of receiving the item. Provide details such as your name, order number, contact phone number, product name for return, reasons for return, and photos. Our customer service will assist you with the return or exchange process.
Customer Service Line Official Account: @porclean
Customer Service Hotline: 0800-380-850
Return Instructions
Returned items must be in their original, unopened condition, without any damage or defects caused by human factors. The 7-day evaluation period provided by consumer protection laws is for you to consider and confirm if the product meets your needs, not for trial usage. Please retain the complete original packaging (including outer cardboard box) as advised by the store; otherwise, returns may not be accepted.
Please use outer packaging to return the product. If the product itself is damaged or impacted during return due to inadequate packaging, you may be charged for packaging materials. This will be deducted from your refund.
The following conditions cannot be accepted for returns:
- Products beyond the 7-day evaluation period.
- Products that have been opened and used, or damaged due to human factors such as stains, malfunctions, breakage, wear and tear, scratches, or dirt.
- Returned items with damaged or incomplete packaging, missing invoices, or accessories.
- Malicious or excessive returns.
Return Process
Contact customer service → Confirm eligibility for return → Prepare complete product and invoice → Provide pickup time, contact information, and address → Return handled by logistics arranged by the store.
Refund Details
For credit card payments: Upon successful return confirmation, the refund will be credited back to the original credit card account.
For cash on delivery payments: Upon successful return confirmation, the refund will be transferred to the bank account provided by you.
Exchange Instructions
Exchanged items must be unused and free from damage or defects caused by human factors. Please retain the complete original packaging (including outer cardboard box) as advised by the store unless otherwise specified.
Exchange Process
Upon agreement with the store for an exchange, please initiate the return process for the original order and place a new order with the store. The company will only process payment adjustments for any price differences. An invoice will be issued accordingly, and charges will be collected or refunded as necessary.
These policies are designed to ensure a fair and transparent process for returns and exchanges. Please review and understand them before proceeding with any transactions.
