Last Updated | August 3, 2026
At FUFULIDUO, we believe every purchase should be made with clarity and confidence.
This Policy explains the return, exchange and refund arrangements for orders placed through the official FUFULIDUO website. Our products may be offered as in-stock items, special-order items or custom-made items, and the applicable procedures may vary depending on how each item is supplied.
Before placing an order, please review the product specifications, fulfilment details and any additional terms stated on the relevant product page.
For further assistance, please contact our official customer service team.
Customer Service Email | fufu@aowultd.com
Customer Service Hotline | +886 2 2601 8955
Official LINE Account | @294vpbxg
Customer Service Hours | Monday to Friday, 11:00 a.m.–7:00 p.m., excluding public holidays
1. Scope of This Policy
The seven-day cooling-off period described in this Policy applies to distance sales completed through the official FUFULIDUO website.
Purchases completed at a physical retail location, where the customer has had the opportunity to inspect the product before purchase, are not subject to the statutory seven-day cooling-off period applicable to distance sales. However, products that are defective, damaged or materially different from what was agreed will still be handled in accordance with applicable law and this Policy.
Where a product page contains additional return or exchange terms for custom-made products, personal hygiene products or other special items, those terms will also form part of the transaction, provided that they have been clearly disclosed before purchase.
If any individual term conflicts with a mandatory provision of applicable law, the mandatory legal provision will prevail.
2. Seven-Day Cooling-Off Period for Online Purchases
Except for products that are legally exempt from the right of withdrawal, customers who purchase through the official FUFULIDUO website may cancel the contract within seven days, beginning on the day after the product is received.
The customer may exercise this right by returning the product or sending FUFULIDUO written notice within the seven-day period. No reason is required, and the customer will not be charged any fee or consideration for exercising the statutory right of withdrawal.
A return will be regarded as having been initiated within the required period if the product has been dispatched for return, or the written notice has been sent, before the seven-day period expires.
The cooling-off period allows customers to reasonably inspect the product, including its appearance, specifications, size and contents, to determine whether it meets their needs.
It is not an unconditional trial period.
Please limit any unpacking or handling to what is reasonably necessary to inspect the product. Extended wear, actual consumption or use, removal of essential protective seals, or any handling that causes staining, scratching, deformation or other loss in value may affect the return or refund.
3. Products Exempt from the Seven-Day Cooling-Off Period
Under Taiwan’s applicable rules governing exceptions to the right of withdrawal in distance sales, the following products may be excluded from the seven-day cooling-off period where the legal requirements are met and FUFULIDUO has clearly informed the customer before purchase:
- Products that are liable to deteriorate rapidly, have a short shelf life or are likely to expire by the time the contract is cancelled.
- Products made or supplied according to the customer’s individual specifications.
- Personal hygiene products that have been unsealed.
- Other products or services lawfully exempt from the statutory right of withdrawal.
Custom-Made and Personalised Products
Custom-made products may include, without limitation:
- Personalised engraving
- Made-to-measure sizing or alterations
- Structural, material or component changes requested by the customer
- Bespoke designs
- Products made specifically for an individual customer
Selecting from standard sizes, colours or existing styles does not, by itself, make a product custom-made.
Likewise, a product does not automatically become custom-made simply because it must be sourced, ordered from a supplier or purchased on a special-order basis. The nature of the product and the level of individual customisation will determine whether the statutory exception applies.
Personal Hygiene Products and Earrings
Whether a product is considered an unsealed personal hygiene product will depend on its purpose, packaging, hygiene seal and whether resale after opening may create a legitimate hygiene concern.
Pierced earrings, earring posts and other products involving direct contact with a piercing may be supplied in sealed hygiene packaging. Where the product page clearly states before purchase that the statutory right of withdrawal will no longer apply after the hygiene seal has been removed, an opened item may be ineligible for return under the seven-day cooling-off period.
Opening the outer shipping carton or other packaging that does not affect the hygienic condition of the product will not, by itself, be treated as unsealing a personal hygiene product.
Food, Nutritional Products and Wellness Products
Food, nutritional products and wellness products are not automatically excluded from the seven-day cooling-off period solely because they are edible or consumable.
An exception applies only where the product meets a legally recognised category, such as being liable to deteriorate rapidly, having a short shelf life or being likely to expire by the time the contract is cancelled, and where the exclusion has been clearly disclosed before purchase.
Where an inner sachet, foil pouch, bottle seal, hygiene seal or single-use package has been opened, consumed or used, the product may have been handled beyond what is reasonably necessary for inspection.
Any return will then be assessed according to the condition of the product, the extent of any loss in value and applicable law.
Even where a product is legally exempt from the seven-day cooling-off period, the customer may still exercise applicable rights where the product is defective, damaged during delivery or materially different from the order.
4. Condition of Returned Products
When returning a product, please retain and return all items originally supplied with the order, including:
- The product itself
- Original accessories and components
- Product labels, warranty cards and instructions
- Original product packaging
- Complimentary gifts and promotional add-on items
- Any other contents supplied as part of the order
Normal opening of the shipping carton or protective delivery packaging will not, on its own, be grounds for refusing a return.
However, product boxes, storage cases, tags, sleeves and other packaging that form part of the product’s presentation, contents or value should be returned in complete condition.
The following circumstances may affect the customer’s right of withdrawal, the amount refunded or the available resolution:
- The product shows signs of extended wear or actual use.
- The product contains stains, odours, cosmetics or skincare residue.
- The product has acquired scratches, dents, deformation, oxidation or wear that was not present upon delivery.
- The product has been cleaned, repaired, altered, resized or had components replaced by the customer or a third party.
- The product, accessories, gifts or original product packaging are missing.
- The inner seal of a food, nutritional or wellness product has been opened, or part of the product has been used or removed.
- The product has been damaged, lost or altered due to improper storage, handling or use by the customer.
Where the product has been used beyond what is reasonably necessary for inspection, or has been damaged, lost or altered for reasons attributable to the customer, the matter will be handled according to the product’s actual condition and applicable law.
5. How to Request a Return
To help us identify and process your order efficiently, we recommend contacting us through our customer service email or official LINE account and providing the following information:
- Name of the purchaser
- Order number
- Contact telephone number
- Name and quantity of the product being returned
- Current condition of the product
- Reason for return, although a reason is not required when exercising the statutory seven-day right of withdrawal
- Photographs showing the condition of the product
- An unboxing video, where available
An unboxing video may help us verify an incorrect item, missing component, impact damage or delivery-related damage. However, it will not be treated as the sole condition for accepting every return or exchange request.
We recommend submitting requests by email, official LINE account or another written method that creates a retrievable record.
A customer may still exercise the statutory right of withdrawal within the applicable period by dispatching the product for return or sending written notice. Prior approval from customer service is not a legal prerequisite to exercising that right.
Return Address
FUFULIDUO Store
No. 286, Section 2, Wenhua 3rd Road
Linkou District, New Taipei City
Taiwan
To prevent the parcel from being misidentified, delayed or lost, we recommend following the return reference number and delivery instructions provided by our customer service team and using a traceable delivery method.
Where the customer cancels the contract by written notice in accordance with applicable law, FUFULIDUO will, unless otherwise individually agreed, retrieve the product from the original delivery location or another agreed location within 15 days, beginning on the day after the notice is received.
FUFULIDUO may instead arrange an appropriate return method with the customer.
Necessary return costs arising from the lawful exercise of the statutory seven-day right of withdrawal will be borne by FUFULIDUO.
6. Defective, Incorrect, Incomplete or Damaged Products
Please contact our official customer service team as soon as possible if:
- The product received is materially different from the ordered style, size, colour or quantity.
- The product or any included component is missing.
- The product was damaged during delivery.
- The product has a non-customer-caused defect or cannot be used as intended.
- The contents of the parcel do not match the order.
To help us review the matter promptly, we recommend contacting us within three days of receipt and providing the order information, clear photographs and, where available, an unboxing video.
The three-day period is a recommended notification period intended to assist with verification and processing. It does not restrict any statutory rights relating to defective goods.
Once the circumstances have been confirmed, FUFULIDUO will arrange an appropriate remedy based on the condition of the product and applicable law. This may include replacement, repair, reshipment, refund or another suitable solution.
Necessary shipping costs arising from a defective, incorrect, incomplete or delivery-damaged product will be borne by FUFULIDUO.
The seven-day cooling-off period and the customer’s rights in relation to defective goods are legally distinct. A product defect may still be addressed under applicable law after the cooling-off period has expired.
7. Natural Materials and Handcrafted Products
Some FUFULIDUO products are made with natural gemstones, pearls, wood, incense beads or other natural materials.
Natural materials may vary in colour, pattern, crystal structure, inclusions, shape and lustre. Hand engraving, texturing, stone setting, polishing and other handcrafted processes may also result in subtle variations between individual pieces.
These natural characteristics and reasonable signs of handcraftsmanship do not, by themselves, constitute product defects.
Please contact customer service where the product has clear breakage, structural instability, a safety concern or a material discrepancy from the specifications and description shown on the product page.
Scratches, oxidation, fading, deformation or ordinary wear arising from extended use, impact, pulling, exposure to water, perspiration, perfume, cosmetics, cleaning products or improper storage will be assessed according to the actual cause and will not automatically be treated as an original product defect.
8. Exchanges
Defective or Incorrect Products
Where a product is defective, incorrect, incomplete or damaged during delivery, FUFULIDUO will prioritise providing the correct product or a replacement in satisfactory condition.
If the original product is no longer available, we will contact you to arrange one of the following:
- An alternative product
- A replacement after restocking
- A refund
Exchanges for Personal Preference
For an in-stock product that the customer wishes to exchange because of size, colour, style or another personal preference, we recommend completing a return within the seven-day cooling-off period and placing a new order.
This helps ensure that product availability, pricing, promotions and order details are recorded correctly.
After the seven-day cooling-off period has expired, exchanges of non-defective products will be considered individually according to the condition of the product and available stock.
Where FUFULIDUO agrees to an exceptional exchange outside the statutory period, the customer may be responsible for the associated return and redelivery costs.
Custom-made products, unsealed personal hygiene products and other products exempt from the seven-day cooling-off period will be handled according to the terms disclosed on the relevant product page and the circumstances of the individual case.
9. Special-Order Products
A special-order product is an item sourced by FUFULIDUO from an overseas or third-party supplier in response to a customer order.
Fulfilment, international delivery, customs clearance and after-sales service may take longer than for an in-stock product.
Whether a special-order product qualifies for the seven-day cooling-off period will depend on the nature of the transaction, the product and applicable law.
A product will not be excluded from the statutory right of withdrawal solely because it is described as a special-order product.
Standard Special-Order Products
Where a special-order product is selected from a supplier’s existing styles, specifications, sizes or colours and has not been individually produced for the customer, it will generally be handled in accordance with the statutory rules for distance sales and this Policy.
Custom-Made Special-Order Products
Where a special-order product has been engraved, resized, specially assembled, individually manufactured or otherwise modified according to the customer’s personal requirements, and the customer was clearly informed before purchase that the seven-day right of withdrawal would not apply, a return for personal preference, incorrect size selection or unmet subjective expectations may not be accepted.
This does not affect the customer’s rights where the product is defective, damaged or materially different from what was agreed.
Cross-Border Exchanges, Repairs and Reshipments
Where the matter requires an overseas supplier to provide a replacement, repair, inspection or reshipment, the process may take approximately two to six weeks.
The actual timeframe may vary depending on the supplier’s location, international logistics, customs procedures and the circumstances of the case.
This estimated timeframe applies only to cross-border replacements, repairs, inspections, reshipments and supplier coordination. It does not replace or extend any statutory refund deadline.
Discretionary Assistance Beyond Statutory Rights
Where a product is legally exempt from the seven-day cooling-off period and is not defective, but the original overseas supplier agrees to accept a discretionary return, FUFULIDUO may assist with communication and coordination.
Any international shipping charges, customs duties, platform fees or other necessary costs will be explained and confirmed with the customer before they are incurred.
The refundable amount will be based on the amount approved by the original supplier, less any costs agreed in advance.
This discretionary assistance applies only in circumstances beyond the customer’s statutory rights and does not affect any legal right relating to cancellation, defects or non-conforming goods.
10. Order Cancellations
For an online order that has not yet been dispatched, please contact us through our customer service email or official LINE account as soon as possible to request cancellation.
A customer in a distance sale may also exercise the applicable statutory right of withdrawal by written notice before receiving the product.
If the order has already been dispatched, it will be handled through the applicable return process.
Where production of a custom-made product has already begun, or where the product is legally exempt from the seven-day cooling-off period, cancellation will be handled according to:
- The terms disclosed on the product page before purchase
- The stage of production
- The agreement between the parties
- Applicable law
11. Sets, Gifts and Promotional Items
Where a returned product formed part of a set, bundle, promotional offer or gift-with-purchase campaign, all complimentary gifts, accessories and promotional items supplied with that product should also be returned.
If only part of a bundle is returned and the remaining order no longer meets the conditions of the original bundle price, spending threshold or promotional offer, FUFULIDUO will recalculate the order according to the original promotional terms.
The calculation will be explained before the refund is completed.
Where a complimentary gift cannot be returned in complete condition, we will first contact the customer to explain and confirm the appropriate method of return or the reasonable value to be accounted for. No amount will be deducted without explanation.
Where only one item within a set is defective and requires replacement, the customer will not automatically be required to return the other non-defective items. The appropriate arrangement will be determined according to the circumstances of the case.
12. Refund Methods and Timeframes
After FUFULIDUO has retrieved or received the returned product, we will inspect the product and verify the relevant order details.
For a contract lawfully cancelled under the statutory right of withdrawal, FUFULIDUO will refund the amount required by law within 15 days, beginning on the day after the product has been retrieved or received.
Refunds will generally be issued through the original payment method:
- Credit card: The refund will be credited to the card originally used for payment. The date on which the refund appears on the customer’s account or statement will depend on the card issuer’s processing schedule.
- Bank transfer: The refund will be transferred to the bank account provided by the purchaser.
- Cash on delivery: The refund will be transferred to the bank account provided by the purchaser.
- Other payment methods: The refund will be processed according to the procedures of the original payment provider or third-party payment platform.
Where bank account information is required, our customer service team will request it only through an official FUFULIDUO communication channel.
FUFULIDUO will never ask for your online banking password, ATM PIN or SMS verification code.
Any electronic invoice issued for the order will be cancelled or adjusted according to the refunded amount.
After FUFULIDUO has completed the refund, additional processing time may be required by the bank, card issuer or third-party payment provider.
13. Purchases Made at a Physical Store
Purchases made at a physical retail location are not subject to the statutory seven-day cooling-off period for distance sales, as the customer has the opportunity to inspect the product before completing the purchase.
Where a non-defective product purchased in store is unsuitable because of personal preference, size, colour or style, any return or exchange will be handled according to the policy displayed at the store and the circumstances of the individual case.
Where a product purchased in store has a non-customer-caused defect, is incomplete or is materially different from what was agreed, please retain the proof of purchase and contact our customer service team. The matter will be handled in accordance with applicable law.
14. Additional Information
- Before placing an order, please review the product page for details including fulfilment method, specifications, size, colour, contents, estimated dispatch time and return conditions.
- Product colours may vary slightly due to photography, lighting, screen brightness, display equipment and colour settings. Reasonable colour variation does not, by itself, constitute a defect. Please contact customer service where the actual product differs materially from the product description.
- Products should be used, stored and cared for according to the relevant product page and any instructions provided. Damage caused by improper use, storage, cleaning, impact, pulling or unauthorised alteration will not be treated as an original product defect.
- Where FUFULIDUO reasonably suspects fraud, abnormal purchasing activity, deliberate product damage or misuse of the returns process, we may retain the relevant order and communication records and handle the matter according to the facts and applicable law. This provision does not restrict any statutory consumer rights.
- FUFULIDUO may update this Policy from time to time. The latest version and update date will be published on the official website. Any amendment will not affect statutory rights relating to orders placed before the amendment.
- Any matter not expressly covered by this Policy will be handled in accordance with the applicable laws and regulations of the Republic of China (Taiwan).
