Refund policy

Return and Refund Policy

Authentic Taiwan wants you to be satisfied with every order. Because we sell food, beverage and personal care products, the rules below balance customer protection with food safety and hygiene requirements in Singapore.

1. Reporting window

You have 7 calendar days from the date your order is delivered to report a problem. Requests received after 7 days cannot be processed.

2. What we accept

  • Items that arrive damaged, leaking or broken in transit.
  • Wrong items received, or items missing from your parcel.
  • Products that are expired on arrival, or that expire within 30 days of delivery unless the listing clearly stated a short shelf life.
  • Unopened items still in their original sealed packaging and original condition.

3. What we cannot accept

  • Food, beverage, supplement and personal care items whose seal has been opened, for hygiene and food safety reasons, unless the product is defective.
  • Items sold as clearance, near-expiry or final sale.
  • Items damaged by improper storage after delivery, for example exposure to heat or moisture.
  • Requests made without proof of purchase.

4. How to request a return or refund

Email hanchen.chang@hotmail.com or call 8816 6505 with your order number, a photo of the item and its packaging, and a short description of the problem. We reply within 2 business days with instructions.

5. Refunds and replacements

Once your request is approved we will send a replacement or issue a refund, depending on your preference and stock availability. Approved refunds are returned to the original payment method within 5 to 10 business days. Your bank or card issuer may need additional time to post the credit to your account.

6. Return shipping costs

If the problem was caused by us, meaning a damaged, wrong, missing or expired item, we cover the return shipping cost, or we may ask you to dispose of the item instead of returning it. If you return an unopened item for any other reason, return shipping is at your own cost and the original shipping fee is not refunded.

7. Cancellations

Orders may be cancelled free of charge before they are dispatched. Once a parcel has been handed over to the courier it can no longer be cancelled, and the return process above applies instead.

8. Contact us

Authentic Taiwan
144 Upper Bukit Timah Road, 01-26 Beauty World Centre, Singapore 588177
Email: hanchen.chang@hotmail.com
Phone: 8816 6505
Business hours: Monday to Saturday, 10am to 7pm Singapore time