Return Policy

Return & Exchange Policy

In accordance with Taiwan’s Consumer Protection Act, online shoppers enjoy a 7-day (including holidays) cooling-off period. Please note, this period is for inspection and not a trial. To request a return or exchange, products must remain in brand-new condition with intact packaging. Returns will be refused if product tags are removed, signs of use are evident, items are washed, stained, damaged, emit odors, accessories or gifts are missing, or packaging including dust-proof bags and resealable bags are incomplete, as these affect resale value. To protect your rights and avoid disputes, please follow the rules below during the cooling-off period and keep the packaging complete. Thank you for your cooperation.

Important Notes for Returns:

1. Items purchased online cannot be returned or exchanged at physical stores; online and physical store operations are separate. Please follow the designated procedures.

2. Return shipping costs and any related fees due to personal reasons must be borne by the customer. For full return/exchange procedures, please contact us via the order page's "Order Communication" or official LINE customer service @matchwood_life.

3. Keep product tags intact and all accessories complete and clean (including dust bags, paper bags, carabiners, and straps). These must be returned with the main product.

4. Returns are only accepted within 7 days from receipt and with original tags attached. Requests beyond this period or with removed tags will not be accepted.

5. To protect the rights of subsequent buyers, please ensure products are unworn, undamaged, with original tags and complete accessories, and report any issues within 7 days of receipt.

6. For wrong shipments or defective products, please contact us through "Order Communication" or LINE @matchwood_life with photos.

7. For exchanges due to personal reasons, please confirm stock availability beforehand and bear round-trip shipping costs.

8. Due to hygiene reasons, personal items such as socks cannot be returned or exchanged once sold (except defective items).

9. When returning products, please restore original packaging and seal outer packaging with tape. Do not apply tape directly on the brand’s dust-proof bags.

Additional Reminders:

• Do not apply for returns or exchanges via Facebook, Instagram, or email; such requests are not officially recognized and may be missed.

• Returns past 7 days without product defects may incur repair fees and shipping costs.

• Manual measurements may vary by 0–2cm and are not considered defects.

• Product colors may vary due to monitor settings and lighting and are not defects.

• Lost original packaging should be replaced with suitable boxes or bags for return shipping.

• Brand logo paper bags and dust-proof bags are part of the product and must be returned intact without stickers or writings.

• Do not use brand logo paper bags or dust-proof bags to pack returns.

• Matchwood reserves the right to update these policies.

• Frequent returns for non-product issues or repeated late pick-ups may result in blacklisting.

【Overseas Return & Exchange Policy】

For overseas orders, please report product defects within 7 days of receipt for prompt assistance. Returns or exchanges due to personal reasons (size or fit issues) are not accepted due to complicated international shipping and refund processes. Please confirm product details carefully before purchase. Ordering indicates acceptance of these terms.

【Refund Policy】

1. Refunds take approximately 7–10 business days after we receive and verify the returned items (excluding weekends and holidays).

2. Credit card refunds take up to 14 business days to process; actual time varies by bank.

For questions before purchase or return requests, please contact official customer service. Matchwood reserves the right of final interpretation and amendment of these policies. To protect your rights and avoid disputes, please comply with the rules and preserve complete packaging during the cooling-off period.

Official Customer Service LINE ID: @matchwood_life
Service Hours: 10:30–17:30

We wish you a pleasant shopping experience with Matchwood Online Store. Thank you.