Step 1: Customer inspection

– Before signing the delivery receipt, please open the box and check all products in front of the shipping representative.
– If any products are missing or damaged, please refuse to accept the delivery and immediately call the hotline at 1900 5380 for prompt assistance. We will not be responsible for any losses or damages reported after the delivery receipt is signed and the shipping party has left.
– If products are damaged or scratched, please take clear photos of the product’s condition: including the product code, shipping label, and the damaged or scratched areas, and send the images to us for verification.

Step 2: Confirmation process

– Upon receiving the information, Reflective Learnings will confirm the condition of the goods and whether the customer is eligible for an exchange or return according to Reflective Learnings’ return policy.
– The customer service staff of Reflective Learnings will fill out the exchange/return form on behalf of the customer in the system.
– Once the exchange/return is confirmed, please keep the goods in their original condition with Reflective Learnings’ label and product codes intact, along with any relevant documents such as the retail invoice, red invoice, and delivery receipt.

Step 3: Shipping fees for exchanges

– For exchanges due to subjective reasons (customer’s preference): The customer will be responsible for paying the shipping fees for both ways.
– For exchanges due to objective reasons (product defects, incorrect packaging by staff): Reflective Learnings will cover the shipping fees for both ways and is committed to providing customers with the most satisfactory product.

Step 4: Confirmation and reshipping to customers

After receiving, inspecting, and accepting the product that the customer wishes to exchange, the customer service department will contact the customer to facilitate the exchange and reship the product.

NOTE: If the goods sent back to Reflective Learnings do not meet the exchange/return conditions stated above, the customer will be responsible for compensating us for any damages or will have the amount added to the cost of the exchanged product.

General conditions and regulations for exchanges/returns:
a. Reasons for exchange/return
– Technical defects in the product caused by the supplier (missing pages, loose binding, duplicate content).
– Incorrect or missing delivery (missing ordered items, missing accessories, missing promotional gifts).
– Poor quality of goods or damage during transportation.
– Product appearance does not match the original description.

b. Conditions for exchange/return
– The product must be in its original packaging as it was when received.
– The product must include all accessories and promotional gifts.
– VAT invoice (if any).
– Provide all required verification information.

However, for certain products, we may not apply the above exchange/return conditions. During the sales consultation process, we will provide specific information regarding the terms and conditions for exchanges/returns for each product to assist customers when considering their purchase.