This policy applies to general consumers who purchase products through the official website of Jhen Hao International Co., Ltd. and who are not placing the order as a Jhen Hao distributor.
Under Article 19 of Taiwan’s Consumer Protection Act, consumers who complete a distance transaction online may, in principle, cancel the purchase within seven days beginning on the day after receipt of the goods, by returning the goods or giving written notice, without stating a reason.
The day of receipt is not counted. The period begins on the following day. The cancellation is considered timely if the consumer sends written notice or hands the goods to a carrier within the seven-day period.
To request a return, contact Jhen Hao’s official customer service channel within seven days beginning on the day after receipt and provide:
After receiving the request, customer service will verify the order and product condition and provide return instructions, the return address, and relevant precautions.
Do not send goods back by cash-on-delivery, convenience-store return service, or any unapproved method before customer service confirms the return. Additional charges or identification problems may otherwise occur.
Please return all of the following:
For bundles, promotional sets, or gift-with-purchase offers, the entire set and all gifts must be returned when the full order is returned.
If any product, gift, or accessory is missing, the refund may be adjusted according to the actual shortage and applicable law.
Opening packaging to the extent reasonably necessary to inspect a product does not automatically eliminate the right to cancel.
If the product has been used, consumed, contaminated, damaged, incompletely returned, or improperly stored beyond what is reasonably necessary for inspection, and its value has diminished, the company may lawfully claim an amount corresponding to the actual diminution in value.
Examples include:
Where clearly disclosed before purchase, certain goods may fall within statutory exceptions, including:
An exception must match the actual nature of the product and must be clearly disclosed before checkout. A blanket statement that all opened goods are non-returnable is not, by itself, sufficient.
Opening only the shipping carton or ordinary packaging that does not affect hygiene does not automatically make the item an unsealed personal hygiene product. Each case must be assessed according to product purpose, sealing method, opening status, and hygiene risks associated with resale.
Whether food or health food products are subject to the seven-day cancellation right depends on their actual nature.
Products that are perishable, have a short shelf life, or are close to expiry at the time of cancellation may qualify for an exception if this was clearly disclosed before purchase.
Products that do not meet an exception remain subject to the general rules for distance transactions. Food or health food products may not be excluded solely because of their category.
For food safety, consumers who have not decided to keep the product should not remove shrink wrap, foil seals, safety seals, or other sealed packaging.
Cosmetics, skincare, or personal hygiene products that are sealed for hygiene reasons and cannot safely be resold after opening or trial use may be excluded from the seven-day cancellation right where the exception was clearly disclosed before purchase.
This does not mean every cosmetic or skincare product becomes non-returnable once opened. The actual nature and sealing method of the product must be considered.
Consumers who have not decided to keep a product should not remove or damage bottle seals, foil seals, vacuum seals, tamper-evident labels, hygiene seals, or other hygiene-related packaging.
Contact customer service as soon as possible and within seven days after receipt if the product is defective, damaged, leaking, short in quantity, incorrect, damaged in transit, expired, or otherwise abnormal for reasons not attributable to the consumer.
Provide order information, product photos, lot number, shipping-carton photos, and a description of the issue.
Where the issue is confirmed as a product defect, shipping error, transit damage, or shortage, the company will arrange a return, exchange, or replacement as appropriate and bear the reasonable shipping cost.
When a general consumer lawfully exercises the seven-day cancellation right, the consumer should not, in principle, bear any fee or consideration.
For defects, incorrect items, shortages, or transit damage, the company bears the reasonable return or exchange shipping costs.
If the seven-day period has expired and the matter is not caused by a defect or company error, any exchange or other exception approved by the company will be subject to separately disclosed shipping costs.
After receiving the returned goods, the company will inspect the product, appearance, packaging, accessories, gifts, and documents.
If the return conditions are met, the refund will generally be processed using the original payment method:
Actual posting time may vary depending on the bank, card issuer, or payment provider.
If value has diminished for reasons attributable to the consumer, the company will explain the condition and calculation before processing the refund.
If the product is not defective and the consumer only wishes to change the product type, specification, or item, the matter will generally be handled as a return followed by a new order.
For defects, incorrect items, shortages, or transit damage, the company will arrange an exchange or replacement after verification.
This policy applies only to purchases made by general consumers through Jhen Hao’s official website.
If the purchaser is also a distributor and the order is a distributor purchase involving PV, bonuses, rank, organizational volume, or other direct-selling purposes, the Distributor Contract Cancellation and Return Policy below applies.
This policy applies to distributors who have entered into a distributor agreement with Jhen Hao International Co., Ltd. and who request withdrawal, return of goods, or company repurchase because they cancel or terminate participation in the multi-level marketing plan.
Defects, shortages, damage, or incorrect shipment arising from ordinary distributor orders are handled under the product defect and shipment error provisions below.
A distributor may cancel or terminate the agreement by written notice within 30 days from the date of contracting.
Within 30 days after the cancellation or termination becomes effective, the company will accept the return request, receive the returned goods, and refund the price paid for the returned goods and other amounts that must be returned by law.
The company may lawfully deduct:
After the initial 30-day period, a distributor may still terminate the agreement at any time by written notice, withdraw from the multi-level marketing plan or organization, and request a return.
Goods held for more than six months from the date they became available for pickup are not eligible for repurchase under this rule.
Within 30 days after termination becomes effective, the company will accept the return request and repurchase eligible goods at 90% of the distributor’s original purchase price.
The company may deduct bonuses or remuneration related to the transaction, actual diminution in value caused by damage, loss, opening, use, or improper storage, and reasonable retrieval shipping costs.
According to the current Jhen Hao Business Manual, the following schedule applies to products with a shelf life:
| Time from Date Available for Pickup | Diminution Rate | Indicative Refund Rate |
|---|---|---|
| 0–30 days | 0% | 100% |
| 31–60 days | 10% | 90% |
| 61–120 days | 30% | 70% |
| 121–180 days | 50% | 50% |
| Over 180 days | 100% | No refund |
The final amount may still be adjusted for bonuses or remuneration already paid, actual diminution in value, and lawful retrieval shipping costs.
A distributor requesting cancellation, termination, or return should give the company written notice. To identify and process the case efficiently, the following information is recommended:
The distributor may apply in person, through an authorized agent, or by mail. An agent should provide a power of attorney and identification.
For postal applications, registered mail or another trackable service is recommended, and copies of the notice, receipt, and supporting documents should be retained.
A written expression of intent to cancel or terminate is effective even if supporting documents are not yet complete. The company may request supplementation but may not reject the request solely because a designated company form was not used.
If documents are missing, the distributor should contact the company promptly. The company will determine lawful supplementary procedures for tax, accounting, and refund purposes.
Incomplete documents may delay accounting or tax processing, but the company may not unreasonably obstruct a lawful cancellation, termination, withdrawal, or return.
The company may calculate diminution in value according to actual condition and applicable law where goods have been opened, used, consumed, damaged, contaminated, improperly stored, expired, returned without accessories or gifts, lost reasonable commercial value, or otherwise diminished for reasons attributable to the distributor.
Opening or using a product does not automatically permit the company to reject the entire return. Any deduction should be based on the actual condition, applicable multi-level marketing law, and reasonable diminution in value.
If a returned order generated bonuses, commissions, profit-sharing, rank, volume, or other remuneration, the company may adjust or recover amounts in accordance with law, the distributor agreement, the Business Manual, and the compensation plan.
Possible adjustments include bonuses received by the returning distributor, bonuses received by upline distributors, PV or organizational volume generated by the transaction, rank qualifications affected by the return, and other economic benefits that must lawfully be adjusted.
Any recovery must be limited to the actual effect of the returned transaction and may not arbitrarily include unrelated amounts.
The company will generally complete receipt of returned goods, calculation, and refund within 30 days after the cancellation or termination becomes effective.
Refunds may be made by credit-card reversal, bank transfer to the distributor’s own account, or another lawful method corresponding to the original payment method.
The amount will be calculated from the lawful return or repurchase amount, less actual diminution in value, bonuses or remuneration already paid, lawful retrieval shipping costs, and any other adjustment required by law.
Distributors should inspect the goods, quantity, quality, and order details promptly upon receipt.
For defects, damage, shortages, over-shipments, or incorrect items, contact the company within seven days and provide distributor name and number, order number, product details, photos, packaging and shipping-carton photos, lot number or expiry date, and a description of the issue.
Where the issue is confirmed as a defect, shortage, incorrect shipment, or transit damage, the company will arrange replacement, exchange, or return as appropriate. Reasonable return shipping costs attributable to the company, the goods, or the carrier will be borne by the company.
Once cancellation or termination becomes effective, the distributor status and related rights cease in accordance with the distributor agreement and Business Manual. This includes loss of distributor purchasing privileges, bonuses, commissions, profit-sharing, and incentives; cessation of recruitment and promotion as a Jhen Hao distributor; discontinuation of unauthorized use of company marks or materials; and adjustment of organization, volume, and rank.
Any future reapplication is subject to the then-current Business Manual and company review.
A distributor’s withdrawal and return arising from cancellation or termination of participation in the multi-level marketing plan is governed by Taiwan’s Multi-Level Marketing Supervision Act, the distributor agreement, and the Jhen Hao Business Manual, and is not handled under the same seven-day process as an ordinary online consumer purchase.
A purchase made as an ordinary consumer order without distributor purchasing status, PV, bonuses, organizational volume, or rank is handled under the general consumer policy above.
Company: Jhen Hao International Co., Ltd.
Customer Service Phone: +886-02-8786-2065
Customer Service Email: service@jhenhao.com
Service Hours: Monday to Friday; 9:30-19:00
Return Address: 5F., No. 316, Wenchang St., Xinyi Dist., Taipei City 110, Taiwan (R.O.C.)
Official Website: https://jhenhao.com
