一、七日猶豫期

依消費者保護法，通訊交易消費者原則上得於收受商品後七日內，以退回商品或書面通知方式解除契約，無須說明理由及負擔任何費用或對價。七日期間自收受商品的次日起算；只要在期間內發出書面通知或將商品交運，即視為在期限內行使解除權。

 

二、猶豫期並非試用期

消費者得在確認商品外觀、尺寸及內容所必要的範圍內拆封與檢查。若商品因超出檢查必要程度的使用、組裝、折損、污損、缺件、變更或保管不當而減少價值，本公司得依相關法令請求償還減少的價值，但不會僅因必要拆封即拒絕依法受理退貨。

 

三、仿真植栽的檢查與整理

仿真植栽為保護葉片與枝幹，運送時可能採收攏、彎折或分件包裝。開箱後可依說明輕柔展開葉片、調整枝條及確認配件；此類必要檢查與整姿原則上不視為使用。請勿剪裁、黏著、鑽孔、噴漆、固定造型或進行其他不可回復的加工。

 

四、客製化商品

若商品係依消費者要求進行特殊尺寸、顏色、造型、盆器搭配或其他個別製作，且本公司已於購買前明確告知該商品屬通訊交易解除權的合理例外情形，該商品可能不適用七日解除權。一般現貨商品或僅從既有規格中選擇款式，不因而當然屬於客製化商品。

 

五、商品異常、破損或寄錯

收到商品時，請先確認外箱與商品狀況。若發現運送破損、缺件、品項錯誤或其他異常，請保留商品、配件及包裝，並拍攝外箱、物流標籤、商品全貌與異常部位，儘速聯繫客服。本公司確認後將依實際狀況安排補件、換貨、退貨或退款。

 

六、退換貨申請方式

請透過 MILVOH 官方網站聯絡管道或客服電話提出申請，並提供訂單編號、訂購人姓名、聯絡電話及欲退換的商品。若屬破損、缺件或寄錯，請一併提供照片或錄影，以利確認與安排後續處理。依法行使七日解除權時，無須說明退貨理由。

 

七、商品包裝與取件

中大型植栽及盆器可能需要專用包材或大型物流取件。提出申請後，請依客服指示妥善收攏枝葉、固定商品並完成包裝，在物流取件前保管商品。請勿未經確認自行寄回，以免因材積、運送方式或收件地址不符而造成延誤；此項作業指引不影響消費者依法行使解除權。原包裝如仍可使用，建議保留以協助安全運送；未保留原包裝不會當然使解除權消滅。

 

八、運費及其他費用

依法行使七日解除權者，相關費用依消費者保護法及其他適用法令辦理。若非屬依法解除契約、商品瑕疵或本公司出貨錯誤，而是另行要求換貨、指定配送、特殊搬運或再次配送，可能產生的費用將由客服事前說明並取得確認。

 

九、退款方式與時間

本公司收到退回商品並完成確認後，將依原付款方式或雙方確認的方式辦理退款。實際入帳時間依付款工具、金融機構或金流服務商的作業時間而異。如訂單使用折價券、購物金或組合優惠，退款金額將依原訂單實際支付金額及適用規則計算，但不影響依法應退還的款項。

 

MILVOH | Returns & Exchanges Policy

Returns & Exchanges Policy

1. Seven-Day Cooling-Off Period

Under the Consumer Protection Act, consumers in distance transactions generally have the right to cancel a contract within seven days after receiving the goods, by returning the goods or giving written notice, without giving a reason or bearing any costs or charges. The seven-day period starts on the day after receipt. The right of cancellation is considered exercised within the deadline if written notice is sent or the goods are handed over for return shipment within that period.

 

2. The Cooling-Off Period Is Not a Trial Period

You may unpack and inspect products to the extent necessary to check their appearance, dimensions and contents. If a product loses value due to use or assembly beyond what is necessary for inspection, breakage, soiling, missing parts, alteration or improper storage, the Company may seek compensation for the diminished value in accordance with applicable law. However, we will not refuse a lawful return solely because the product was unpacked as necessary for inspection.

 

3. Inspecting and Shaping Artificial Plants

To protect their leaves and branches, artificial plants may be shipped with the foliage gathered together or folded, or with components packed separately. After unpacking, you may gently spread out the leaves, adjust the branches and check the accessories according to the instructions. Such necessary inspection and shaping are generally not regarded as use. Please do not cut, glue, drill, spray-paint, permanently fix the shape or carry out any other irreversible alterations.

 

4. Customized Products

Products made to a consumer's individual requirements, such as special dimensions, colors, shapes, planter combinations or other bespoke specifications, may be excluded from the seven-day right of cancellation if the Company has clearly informed the consumer before purchase that the product falls within a reasonable exception to the right of cancellation for distance transactions. Ordinary in-stock products and products selected from existing specifications do not automatically qualify as customized products.

 

5. Product Issues, Damage or Incorrect Items

Please check the condition of the outer packaging and the products upon receipt. If you discover shipping damage, missing parts, incorrect items or other issues, retain the products, accessories and packaging; photograph the outer packaging, shipping label, entire product and affected areas; and contact customer service as soon as possible. After verification, the Company will arrange replacement parts, an exchange, a return or a refund as appropriate.

 

6. How to Request a Return or Exchange

Please submit your request through the contact channels on the official MILVOH website or by calling customer service. Provide your order number, the purchaser's name, contact telephone number and details of the products you wish to return or exchange. For damage, missing parts or incorrect items, please also provide photographs or video to help us verify the issue and arrange follow-up action. You do not need to give a reason when exercising the statutory seven-day right of cancellation.

 

7. Packaging and Collection

Medium and large artificial plants and planters may require specialized packaging or collection by a large-item logistics service. After submitting your request, follow customer service instructions to gather the foliage carefully, secure the products and complete the packaging. Keep the products safe until collection. Please do not send products back without prior confirmation, to avoid delays caused by unsuitable parcel dimensions, shipping methods or return addresses. These operational instructions do not affect your statutory right of cancellation. If the original packaging is still usable, we recommend keeping it to help ensure safe transport. Failure to retain the original packaging does not automatically extinguish the right of cancellation.

 

8. Shipping and Other Charges

Where the statutory seven-day right of cancellation is exercised, the associated costs will be handled in accordance with the Consumer Protection Act and other applicable laws. For separate requests for exchanges, delivery to a specified location, special handling or redelivery that do not arise from statutory cancellation, product defects or a shipping error by the Company, customer service will explain any applicable charges in advance and obtain your confirmation.

 

9. Refund Methods and Timing

After receiving and checking the returned products, the Company will issue a refund using the original payment method or another method agreed by both parties. The time required for funds to appear in your account depends on the payment method, financial institution or payment service provider. If the order involved coupons, store credit or bundle promotions, the refund will be calculated based on the amount actually paid and the applicable rules, without affecting any amount that must be refunded by law.