Refund Policy
退款與退換貨政策

Last Updated / 最後更新日期： 2025/05/26
Website / 網站： TIANQING.ca
Brand / 品牌： 添情 TIANQING
Business / 商家： Flavosource Co. Ltd.

中文版｜退款與退換貨政策
感謝您支持 添情 TIANQING。我們希望每一瓶添情醬油都能安全、完整地送到您的手上，為您的餐桌增添家的味道。
由於添情醬油屬於食品產品，為保障食品安全、衛生及產品品質，我們的退貨、退款與換貨政策如下。

1. 一般原則
我們會盡力確保所有訂單在寄出前均經過妥善包裝與檢查。
如您收到的產品有破損、漏液、錯寄、缺件或明顯品質問題，請在收到訂單後 7天內聯絡我們。我們會根據實際情況提供更換、補寄、退款或其他合理解決方案。

2. 可申請退款或換貨的情況
如出現以下情況，您可以聯絡我們申請處理：
收到的產品在運輸途中破損
瓶身破裂、嚴重漏液或外包裝明顯損壞
收到錯誤產品
訂單內缺少已付款的產品
產品已過有效日期
產品存在明顯品質問題
其他經我們確認屬於出貨、包裝或產品問題的情況
請於收到產品後7天內透過電郵聯絡我們，並提供以下資料：
訂單號碼
您的姓名及聯絡方式
問題描述
產品照片
包裝照片
如有漏液或破損，請提供外箱及物流標籤照片
我們可能需要相關照片或資料，以便向物流公司、保險方或內部品質團隊確認問題。

3. 不接受退貨或退款的情況
除非法律另有要求，以下情況通常不可退貨、退款或換貨：
產品已開封
產品已使用或部分使用
產品包裝因個人原因受損
因個人口味偏好而要求退款
因未仔細閱讀產品成分、容量、口味、保存方式或過敏原資訊而要求退款
因提供錯誤送貨地址、電話、姓名或郵政編碼導致包裹延誤、退回或遺失
物流追蹤顯示已送達，但因無人收件、門口放置後遺失、被盜或未及時取件而產生的問題
超過本政策指定通知期限後才提出申請
促銷品、贈品、試用品或標明不可退換的商品
由於醬油屬於食品產品，即使產品未開封，我們也可能基於食品安全及品質控制原因，拒絕非品質問題的退貨申請。

4. 未開封產品的退貨
如您因特殊原因希望退回未開封產品，請先聯絡我們取得批准。未經批准直接寄回的產品，我們可能無法處理。
如退貨獲批，產品必須符合以下條件：
產品未開封
原包裝完整
產品未受污染、受熱、受潮、破損或變質
產品仍在有效日期內
退貨申請在收到產品後14天內提出
您已取得我們的退貨確認
除非退貨原因是我們的錯誤、產品問題或運輸破損，否則退貨運費通常由顧客自行承擔。原訂單運費通常不可退還。

5. 破損、漏液或錯寄產品
如果您收到破損、漏液或錯寄產品，請不要丟棄產品、包裝盒或物流標籤，直到我們完成初步審查。
確認問題後，我們可能提供以下其中一種方案：
免費補寄
更換正確產品
部分退款
全額退款
優惠券或商店信用額
具體處理方式將視乎問題性質、庫存狀況、物流情況及您的訂單內容而定。

6. 訂單取消
如果您希望取消訂單，請盡快聯絡我們。
如訂單尚未處理、包裝或寄出，我們會盡力協助取消並退款。
如果訂單已處理、已包裝、已交付物流公司或已寄出，可能無法取消。此情況下，您可能需要按照本退貨政策申請處理。

7. 退款方式與處理時間
退款通常會退回至您原本使用的付款方式。
在我們確認退款後，付款平台或銀行可能需要額外處理時間。一般情況下，退款可能需要 5–10 個工作日 顯示在您的帳戶中，但實際時間可能因銀行、信用卡公司、PayPal、Stripe 或其他付款服務供應商而有所不同。
如退款已由我們處理，但您仍未收到款項，請先聯絡您的銀行或付款服務供應商。如仍有問題，您可以再聯絡我們協助查詢。

8. 運費處理
除非產品破損、錯寄、缺件或確認屬於我們的錯誤，否則原訂單運費通常不可退還。
如退貨需要寄回產品，除非另有說明，退貨運費通常由顧客承擔。
如果是我們的錯誤或產品問題，我們可能提供預付退貨標籤、補寄產品或其他合理安排。

9. 過敏原與食品安全提醒
添情醬油可能含有或涉及 大豆、小麥、麩質 或其他成分。購買及食用前，請仔細閱讀產品頁面、產品標籤、成分表、過敏原資訊及保存方式。
如您或您的家人有食物過敏、麩質不耐受、特殊飲食限制或健康疑慮，請在購買或食用前自行確認產品是否適合，並在有需要時諮詢專業人士。
因個人過敏、特殊飲食需求、未閱讀標籤或個人口味偏好而產生的退款申請，通常不會被視為產品品質問題。

10. 退款濫用與欺詐訂單
我們保留拒絕退款、取消訂單、限制帳戶或拒絕服務的權利，如我們合理認為存在以下情況：
重複或大量異常退款申請
虛假破損或品質問題申報
提供虛假訂單、付款或送貨資料
付款爭議濫用
欺詐、轉售濫用或其他不誠實行為

11. 如何聯絡我們
如您需要申請退款、換貨、補寄或訂單協助，請聯絡我們：
添情 TIANQING
網站：TIANQING.ca
電郵：info@tianqing.ca
請在電郵標題中寫明：
Refund Request / 退款申請 — Order #[請填寫訂單號碼]

English Version｜Refund Policy
Thank you for supporting Tianqing TIANQING. We want every bottle of Tianqing soy sauce to arrive safely and in good condition, bringing warmth and flavour to your family table.
Because Tianqing soy sauce is a food product, our refund, return, and exchange policy is designed to protect food safety, hygiene, and product quality.

1. General Policy
We make reasonable efforts to inspect and package all orders carefully before shipment.
If your product arrives damaged, leaking, incorrect, missing, expired, or with a clear quality issue, please contact us within 7 days after receiving your order. Depending on the situation, we may offer a replacement, reshipment, refund, or another reasonable solution.

2. Eligible Refund or Exchange Situations
You may contact us for assistance if:
The product was damaged during shipping
The bottle is broken, severely leaking, or the outer packaging is clearly damaged
You received the wrong product
Your order is missing an item you paid for
The product is past its best-before date
The product has a clear quality issue
We confirm that the issue was caused by fulfillment, packaging, or product error
Please contact us within 7 days after receiving the product and provide:
Order number
Your name and contact information
Description of the issue
Photos of the product
Photos of the packaging
Photos of the shipping box and shipping label if there is leakage or breakage
We may need this information to review the issue with the shipping carrier, insurance provider, or our internal quality team.

3. Non-Refundable and Non-Returnable Situations
Unless required by law, refunds, returns, or exchanges are generally not available for:
Opened products
Used or partially used products
Products damaged due to customer handling
Change of mind or personal taste preference
Failure to review product ingredients, volume, flavour, storage instructions, or allergen information before purchase
Delays, returns, or lost packages caused by incorrect shipping address, phone number, name, or postal code provided by the customer
Packages marked as delivered by the carrier but lost, stolen, unattended, or not collected on time
Requests made after the notification period stated in this policy
Promotional items, gifts, samples, or final-sale items
Because soy sauce is a food product, we may refuse non-quality-related returns even if the product is unopened, for food safety and quality control reasons.

4. Returns of Unopened Products
If you wish to return an unopened product for a special reason, please contact us first for approval. Products returned without approval may not be processed.
If a return is approved, the product must meet the following conditions:
The product is unopened
Original packaging is intact
The product has not been contaminated, overheated, exposed to moisture, damaged, or spoiled
The product is still within its best-before date
The return request is made within 14 days after delivery
You have received return approval from us
Unless the return is due to our error, product issue, or shipping damage, return shipping costs are usually the customer’s responsibility. Original shipping fees are generally non-refundable.

5. Damaged, Leaking, or Incorrect Products
If you receive a damaged, leaking, or incorrect product, please do not discard the product, packaging box, or shipping label until we have completed an initial review.
After confirming the issue, we may offer one of the following solutions:
Free reshipment
Replacement with the correct product
Partial refund
Full refund
Coupon or store credit
The specific solution will depend on the nature of the issue, inventory availability, shipping situation, and your order details.

6. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible.
If the order has not yet been processed, packed, or shipped, we will try to cancel it and issue a refund.
If the order has already been processed, packed, handed to the shipping carrier, or shipped, cancellation may no longer be possible. In that case, the order may need to be handled under this Refund Policy.

7. Refund Method and Processing Time
Refunds are usually issued back to the original payment method used for the order.
After we approve and issue a refund, your bank or payment provider may require additional processing time. In general, refunds may take 5–10 business days to appear in your account, but the actual timing may vary depending on your bank, credit card company, PayPal, Stripe, or other payment service provider.
If we have processed the refund but you have not received it, please first contact your bank or payment provider. If the issue remains unresolved, you may contact us for assistance.

8. Shipping Fees
Unless the product was damaged, incorrect, missing, or confirmed to be our error, original shipping fees are generally non-refundable.
If a product needs to be returned, return shipping costs are generally the customer’s responsibility unless otherwise stated.
If the issue was caused by our error or a product problem, we may provide a prepaid return label, send a replacement, or make another reasonable arrangement.

9. Allergen and Food Safety Notice
Tianqing soy sauce may contain or involve soy, wheat, gluten, or other ingredients. Before purchasing or consuming the product, please carefully review the product page, product label, ingredient list, allergen information, and storage instructions.
If you or a family member has food allergies, gluten intolerance, dietary restrictions, or health concerns, please confirm whether the product is suitable before purchase or consumption, and consult a professional if necessary.
Refund requests based on personal allergies, special dietary needs, failure to read labels, or personal taste preferences are generally not considered product quality issues.

10. Refund Abuse and Fraudulent Orders
We reserve the right to refuse a refund, cancel an order, restrict an account, or refuse service if we reasonably believe there is:
Repeated or excessive unusual refund activity
False claims of damage or quality issues
False order, payment, or shipping information
Abuse of payment disputes
Fraud, resale abuse, or other dishonest conduct

11. Contact Us
If you need to request a refund, exchange, replacement, or order assistance, please contact us:
Tianqing TIANQING
Website: TIANQING.ca
Email: info@tianqing.ca
Please include the following in your email subject line:
Refund Request — Order #[insert order number]