Returns and Exchanges Policy
1. Product Appreciation Period
You have a 7-day product appreciation period (including holidays) starting from the successful pick-up or delivery of the product to your designated address.
To protect both parties' rights and interests, please record the unboxing process from start to finish. This video can serve as evidence in case of significant defects, missing items, or incorrect models.
If the product does not meet your expectations or if you need to return it for other reasons, please contact customer service within 7 days of receiving the product. Provide your "name," "order number," "contact number," "name of the returned product," and "reason for return and photos." Customer service will then assist you with the return or exchange process.
Customer Service Email: service@layrich.com
Official LINE Account: @layrich
Customer Service Hotline: 02-2371-1009
(Service hours: Monday to Friday, 10:00~18:00, closed on national holidays)
2. Return Policy
a.Returned products must be new, unused, and free from non-human-caused stains, defects, or malfunctions. The Consumer Protection Act guarantees a 7-day appreciation period for you to consider and confirm if the product meets your needs, not a trial period for the product; if so indicated by this store, please retain the complete original packaging (including the outer cardboard box), otherwise, returns will not be accepted.
b.Returns cannot be accepted under the following circumstances:
- Exceeding the 7-day product appreciation period.
- Product has been unsealed and used, or damaged due to human factors, such as: stains, malfunctions, damage, wear and tear, scratches, scrapes, or dirt.
- Returned product packaging is incomplete or damaged, or invoices and accessories are missing.
- Malicious or excessive returns.
c.If the order includes a free gift, please ensure that the remaining amount of items after the return still meets the free gift threshold. If not, please return the free gift along with the product. The free gift is considered part of the product. If the returned free gift does not meet the aforementioned standards, it may affect the return rights for that order.
d. Before returning, please reconfirm that all documents, credit cards, change, good luck charms, etc., have been removed from inside the product and its box. The buyer will be responsible for shipping costs to return personal items; to avoid security or financial disputes related to documents or credit cards, you must report lost credit cards and replace documents. Layrich will not be responsible for safekeeping/returning them; any left cash must be verified by both parties and, upon confirmation, will be refunded via bank transfer (please email your account details; a handling fee of NT$15 will be deducted).
3. Refund Amount, Coupons, Store Credit, and Membership Points Calculation Explanation
a.Return of "all" products in the order: The refund amount will be the full original payment amount (shipping costs will be borne by Layrich), with any additional logistics fees calculated separately.
b.Return of "some" products in the order: If the original order involved a partial return of a main product with an add-on purchase or one item from a promotional bundle, the remaining add-on products and promotional bundle items will be calculated at their original price. Additionally, if the original order qualified for free shipping based on a minimum purchase amount, but after the return, the remaining product amount no longer meets the free shipping threshold, the originally waived shipping fee will be deducted from the refund amount.
c.If a coupon was used in the order, it will be determined whether the remaining product amount meets the coupon's threshold. If the remaining amount does not meet the coupon's usage threshold, the remaining products will be calculated at their original price, and the original coupon will become invalid and will not be reissued.
d. If store credit and membership points were used in the order, they will be reissued along with the refund after the inspection is completed. If the store credit has an expiration date, it will be calculated based on the original order purchase time, and will not be reissued if expired.
[Partial Product Return Refund Amount - Case Study]
Mr. Chen purchased a bag for $6000 and bought leather oil, originally priced at $490, for an additional discounted price of $399. At checkout, he used a coupon for $300 with a minimum spend of $2000, and qualified for free shipping for orders over $5000. Therefore, the total order amount was $6099.
($6000 bag + $399 discounted leather oil - $300 coupon = $6099)
If the customer wishes to return only the bag and keep the leather oil, the price of the retained leather oil will be adjusted from $399 to its original price of $490.
At this point, the remaining product amount is $490, which does not meet the original free shipping threshold of $5000, so an additional shipping fee of $100 will be charged.
Thus, the customer's payment for the retained product should be $590, and the final refund amount will be $5509.
(Order amount $6099 - original price of leather oil $490 - shipping fee $100 = $5509)
Note: After a return is completed, any used coupons will not be reissued (this does not apply to defective or incorrectly shipped items). Used store credit and membership points will be refunded (calculated based on their original validity period), but membership points earned from the original returned order will be deducted afterwards.
4. Return Process
Contact customer service within the appreciation period → After customer service confirms the information and photos, they will approve and process the return → Prepare the complete product, free gifts, original packaging, and invoice, etc. → Customer service will inform you of the subsequent return logistics method → Upon receiving the return, quality inspection personnel will inspect and confirm the product's condition→ After passing inspection, the product amount will be refunded to the original payment method.
If you change your mind and wish to return the item while it is being delivered, please refuse the package directly or do not pick it up. The system will automatically deem the order invalid and cancel it.
5. Refund Explanation
For credit card payments, once the returned product is confirmed to be correct and the return is successful, the funds will be credited back to the original credit card account. (The processing time for credit card refunds varies by bank; please contact your issuing bank for detailed refund progress.).
Refunds will generally be made via the original payment channel and cannot be refunded through a different channel (e.g., a customer who paid by credit card cannot request a refund by bank transfer).
6. Exchange Policy for Equivalent Items
Leather products are made from natural cowhide and vegetable dyes, and may have concerns such as color variations, uneven stitching, or natural leather grain patterns. Please take photos or provide a video to customer service, and we will assist in evaluation and explanation, and provide an exchange for the same model product as appropriate.
The original exchange product must be unused, and free from non-human-caused stains or defects; if specified by this store, please retain the complete original packaging (including the outer cardboard box), otherwise, exchanges will not be accepted.
7. Exchange Process
After confirming and agreeing to the exchange with customer service, customer service will provide instructions on how to return the product. Please follow the instructions for return shipment. After our company completes the inspection, the same model product will be shipped to your designated address.