Return and Exchange Policy

To protect Consumer rights and clarify the procedures and responsibilities for returns and exchanges between the Company and Consumers when using the Company’s online store (the “Platform”), these Terms are established. Consumers should carefully review and agree to the following Terms before completing any purchase.

Article 1: Definitions

  1. Consumer: A natural person as defined under Taiwan’s Consumer Protection Act.

  2. Platform: The online shopping website and related mobile/desktop applications operated by the Company.

  3. Online Purchase Agreement: The contract formed when a Consumer completes an order (including payment) on the Platform.

  4. Product Categories:

    • Peripheral Goods: Branded merchandise (e.g., bottles, apparel, stickers) in cardboard packaging.

    • Customized Goods: Goods manufactured exclusively to a Consumer’s specific requirements (non-returnable).

    • Supplements & Beverages:

      • Energy Series: Soonli Core Energy Boost, Soonli Energy Drink (UK market only)

      • Hydration Series: Soonli Core Electrolytes

Article 2: Scope These Terms apply to all goods purchased by Consumers on the Platform, with specific return and exchange rights and limitations according to Product Category.

Article 3: Statutory Cooling-Off and Return Right

  1. Eligible Products: Peripheral Goods and unopened Supplements & Beverages.

  2. Cooling-Off Period: Consumers may unconditionally return Eligible Products within 7 days from the day after receipt, at no cost.

  3. Procedure: Consumers must submit a return request under Article 4 within the Cooling-Off Period.

Article 4: Exceptions to Return Right The 7‑day return right does not apply to:

  • Opened Supplements & Beverages.

  • Opened or packaging-damaged Peripheral Goods.

  • Perishable or near-expiry goods when returned.

  • Customized Goods.

  • Newspapers, magazines, opened audiovisual products, opened personal hygiene items.

  • Digital content or online services without a tangible medium.

  • International air transport services.

Article 5: Conditions for Returns and Exchanges Consumers requesting returns or exchanges must meet all of the following:

  1. Goods in new, unused condition; all original packaging, seals, tags, freebies, and invoice/delivery slip returned; cardboard packaging intact.

  2. Request submitted within 7 days from the day after receipt.

  3. Provide order number, purchaser’s name, contact information, and reason; attach photo evidence for defects or wrong shipments.

Article 6: Return/Exchange Procedure

  1. Submit via the Platform’s customer service portal or email Support@drinksoonli.com within the Request Period.

  2. Customer service reviews within 2 business days and provides return instructions and address.

  3. Consumers ship goods back per instructions and retain tracking number.

  4. The Company processes refunds or exchanges and notifies Consumers within 3 business days of inspection.

Article 7: Shipping Costs

  1. Non-Defect Returns: Consumers bear return shipping.

  2. Defect or Wrong-Shipment: The Company bears round-trip shipping and provides prepaid labels or subsidies.

  3. Exchange Shipping: The Company covers shipping for replacement goods.

Article 8: Logistics and Overseas Markets

  • Taiwan: Delivered via the Company’s in-house logistics.

  • Asia (Hong Kong): Subject to these Terms; Consumers bear import duties and fees.

  • Europe (UK): Subject to these Terms; Consumers bear UK import duties, VAT/GST, and tariffs; local laws apply if different.

  • International Returns: Require approval; Consumers bear return shipping and duties; after inspection, refunds or exchanges per Article 9.

Article 9: Refund Method and Timeline

  1. Payment via TapPay; refunds per TapPay and issuer bank procedures.

  2. E‑Invoices issued and refunded via WhaleLeap system.

  3. Timeline:

    • Credit card: 7–14 business days.

    • ATM/Transfer: 3–7 business days after bank details provided.

  4. Notification via email or SMS.

Article 10: Limitation of Liability

  1. The Company may reduce or refuse refunds for improperly handled returns or damaged goods.

  2. These Terms governed by the laws of Taiwan.

  3. Disputes subject to the jurisdiction of the court of the Company’s domicile.

Article 11: Amendments and Notices

  1. The Company may amend these Terms at any time; amendments apply to new orders upon publication on the Platform.

  2. Amendments do not affect rights for transactions concluded prior to amendment.

These Return and Exchange Terms are approved by the authorised representative and take effect upon publication, applying to all Online Purchase Agreements on the Platform.