Refund policy

1. Consumer Rights & Conditions

  • Right of Rescission: In accordance with Article 19 of Taiwan's Consumer Protection Act, you may exercise your right of rescission for distance transactions without cause within 7 days of receiving the goods.

  • Hygiene Exception: Due to hygiene and safety considerations, if the product packaging has been opened, it is excluded from the right of rescission pursuant to Article 2, Item 6 of the "Guidelines Governing Reasonable Exceptions to the Right of Rescission for Distance Transactions" (opened personal hygiene products).

  • Defective Items: If you receive a defective or incorrect item, please contact our customer service within 7 days. Such cases are not subject to the above exception and will be handled in accordance with applicable regulations.

2. Return Process Returns are accepted within 7 days of the date of delivery (as indicated by the courier's signature record), provided the product is undamaged and unopened.

  • Shipping Method: Ship the item via registered mail or another trackable delivery method to: Customer Service Department, Xunxi Life Co., Ltd., No. 122-1, Guorui St., North Dist., Taichung City, Taiwan (R.O.C.)

  • Required Contents: Please include the product, original invoice, any complimentary or promotional gifts received, and the return form in your package. Ensure you clearly indicate your name, phone number, order number, and a description of the product condition inside.

  • Packaging: Glass containers or fragile items should be securely wrapped in bubble wrap to prevent damage during transit.

  • Tracking: Please retain your tracking number to facilitate tracking and avoid disputes over lost packages.

3. Refund Process

  • Processing: Once our customer service team receives and inspects the returned item, your refund will be processed.

  • Refund Method: Refunds will be issued to your designated account (for orders originally paid by bank transfer or cash-on-delivery), or via credit card refund (for orders originally paid by credit card).

  • Partial Returns: Some return cases cannot be processed directly through the system. Please contact customer service to confirm arrangements before shipping the item back. If a partial return causes the order to fall below a promotional or free-shipping threshold, the corresponding discount or shipping fee will be deducted from your refund.

  • International Returns: If a package is returned due to unpaid duties or non-compliance with local regulations, we reserve the right to inspect the condition of the returned goods. Any refund issued will be reduced by shipping costs incurred and any applicable damages.

4. Order Cancellations & Policies

  • Modifications: Once an order has been submitted, the payment method and order details cannot be modified. To make changes, please cancel the original order and place a new one.

  • Preparation Stage: Orders that have entered the shipment preparation stage cannot be cancelled directly; please contact our customer service team for assistance.

  • Repeated Returns: mycogen.biolife reserves the right to refuse transactions with, or permanently terminate the membership of, any customer found to engage in excessive or repeated returns that disrupt normal operations.