Return Policy

I. Return and Inspection Policy

• Jiu Zhen Nan is committed to providing safe, delicious, and high-quality products. To protect your rights and ensure food safety, we have established the following guidelines in accordance with the Consumer Protection Act and relevant regulations.
• Products with long shelf life: Products with a validity of more than 14 days are subject to the return rights under Article 19, Paragraph 1 of the Consumer Protection Act. This grants consumers of online shopping (“distance sales”) or “door-to-door sales” the right to unconditionally withdraw from the contract, return the goods, or terminate the service within 7 days of receiving the goods or services, without the need to provide reasons or bear any costs.
• Products with short shelf life: Products with a validity of 14 days or less fall under Article 2 of the “Criteria for Reasonable Exceptions to the Right of Withdrawal in Distance Sales.” Since such perishable foods would have less than half of their shelf life remaining upon return, they are not eligible for the 7-day return rights stipulated in Article 19, Paragraph 1 of the Consumer Protection Act.
• Jiu Zhen Nan insists on not adding preservatives, and therefore some products have relatively short shelf lives. To ensure that the pastries you receive remain at their best quality and freshness, returns or exchanges are only accepted in cases of product defects or damages during delivery.
• Please carefully review the product details and shelf life information on the product page before placing your order. If you have any questions, please contact our customer service before ordering, and we will be glad to assist you.
• Customized products: For “customized products,” the 7-day return policy does not apply, in accordance with relevant regulations. These products are specially made to your specifications, such as engraved text, molds, or stamps. Due to their unique nature, they cannot be resold or restored to their original state. Therefore, returns or cancellations are generally not accepted. Thank you for your understanding.

II. Return and Exchange Guidelines

1. Quality Control: All Jiu Zhen Nan products undergo strict inspections. Please consume them before the expiration date indicated on the packaging.
2. The following situations are not eligible for return or exchange:
   • Products that have been opened or consumed.
   • Products that have deteriorated due to improper storage.
   • Packaging damaged due to human factors.
   • Products with short shelf life ordered incorrectly by the customer (e.g., wrong product selection, incorrect address or delivery date, etc.).
3. Inspection Period: Please check your products immediately upon receipt. If there are any issues, please provide photos as proof and contact customer service within 3 days for assistance.
4. Delivery Damage: If the product is visibly damaged during delivery, we recommend that you take photos immediately upon receipt and contact customer service for assistance.
5. Product Reminder: For multi-layered pastries such as mung bean cakes or sun cakes, minor flaking may occur during transportation due to collisions. This is considered normal and does not affect the quality or safety of the product.

III. Return and Exchange Procedure

1. To apply for a return or exchange, please provide the following information when contacting customer service:
   • Order number.
   • Purchaser’s name and contact number.
   • Description of the issue and clear photos.
2. Our customer service team will contact you after receiving your request and explain the follow-up procedure.
3. To ensure proper handling, please retain the product, its packaging (both inner and outer), and the receipt/invoice.
   • Customer Service Hotline: 07-7015186
   • Customer Service Email: service_jzn@jzn.com.tw
   • Official LINE: @jzn1890
   • Facebook Page: Jiu Zhen Nan Taiwan Pastry
   • Service Hours: Monday–Friday, 09:00–18:00
4. Our customer service team will contact you during business hours, and a representative will assist you with the process. Thank you for your cooperation.