Returns & exchanges

Custom products

Products genuinely made to the buyer's requirements, such as a personal logo, name, artwork, special shape or individual specification, may be excluded from the ordinary seven-day cancellation right for distance sales under Taiwan's regulations on reasonable exceptions, provided the exception was clearly disclosed before the transaction. After confirmation and production, a change of preference, event cancellation or lack of further need does not by itself entitle the buyer to an unconditional return, exchange or refund.

Selecting an existing colour, size or specification from a standard product does not automatically make it a custom order. Any exception depends on the actual transaction and applicable law.

Seven-day cancellation right for ordinary products

For distance sales covered by Taiwan's Consumer Protection Act and not subject to a lawfully disclosed exception, you may cancel within seven days of receipt by returning the goods or giving written notice, without stating a reason. LOX does not charge shipping, handling or other fees arising from statutory cancellation. Cancellation before receipt, longer statutory periods and other legal rights are handled as required by law.

The seven-day period allows you to assess your purchase. Opening packaging for a necessary inspection does not automatically remove your cancellation right. Use, alteration, damage or missing items beyond necessary inspection will be assessed under the circumstances and applicable law. LOX does not automatically refuse statutory returns solely because packaging has been opened or is incomplete.

Where possible, retain and return the product, accessories, enclosed documents and related gifts together. Customer service will assist with invoice and credit documentation as required by law. Contact us for return or collection details to avoid misdelivery or delays. A valid statutory cancellation notice does not depend on customer service approval.

Defects, missing items or discrepancies

Check the items, quantity, appearance and function promptly after receipt. If there is a problem, provide your order number, a description and useful photos or video. Retain the product, accessories and shipping packaging. An unboxing video can help clarify a problem but is not the only acceptable evidence.

LOX will compare the approved artwork, sample, product information and actual condition, and assist with replacement, repair, refund or another appropriate remedy under applicable law. Necessary costs caused by defects, incorrect items or matters for which LOX is responsible are borne by the responsible party as required by law, rather than automatically passed to the consumer.

Hand casting and natural materials can have reasonable variations in texture, pores or batches. Printed colours can also differ with screens and materials. These characteristics should be disclosed before purchase and assessed against the agreed specifications, sample, acceptance range and normal function. Problems affecting use or safety, or clearly departing from the agreement, are not automatically treated as normal variations.

Changes and cancellations for custom projects

Statutory cancellation or termination rights are handled according to their legal effects; the settlement guidance below does not limit those rights. For other custom project changes or cancellations, contact us through LINE or email. LOX will review the order stage, identify work or expenditure that can be stopped and items that cannot be reversed, and explain the settlement.

• Before production begins:Settlement reflects completed design, sampling, administration and other legally recoverable costs. Production costs that have not been incurred are not charged.
• After design, moulding, material preparation or production:We provide a reasonable basis for completed work, project-specific materials, irreversible third-party expenditure and other legally recoverable losses. The same item is not charged twice.
• After completion or delivery:Personalised finished goods generally cannot be resold. Cancellation, replacement or postponement depends on the actual circumstances, applicable law and the parties' contract, rather than ordinary stock replacement rules.

Advance payments and deposits are settled according to the nature of the payment, lawful agreements and actual performance. Any confirmed refundable amount is returned; deposits are not automatically forfeited. Non-performance attributable to LOX and other statutory cancellation grounds are handled under applicable law and the contract.

Refunds and costs

Statutory cancellations, defects and custom project settlements are handled separately. Original shipping, payment processing or fixed cancellation fees are not automatically deducted. For a written seven-day cancellation covered by Taiwan's Consumer Protection Act, unless individually agreed otherwise, LOX collects the goods from the original or agreed delivery location within 15 days from the day after notice is received. Paid consideration is refunded within 15 days from the day after collection, receipt of returned goods or receipt of a service cancellation notice, subject to other applicable legal provisions.

Refunds normally use the original payment method. If a bank transfer is required, customer service will confirm the necessary receiving details. Posting times depend on the card issuer or payment provider. For voluntary returns outside statutory cancellation, project changes or repeat delivery, any proposed charges are explained before being handled according to law.

Each custom gift has different production steps. An inquiry, form submission or preferred delivery date does not mean LOX has accepted that deadline. Products, quantity, specifications, costs and dates must be confirmed by both parties in the quotation or order.

1. 01

   Confirm specifications and quotation

   Confirm the items, quantity, materials, shape, logo, printing, packaging, delivery requirements and budget. Deposits, balance payments, shipping and payment deadlines follow the individual quotation or order.

2. 02

   Provide files and approve artwork

   Provide complete usable files. Check wording, spelling, numbers, images, dimensions, positioning and delivery details, then clearly approve the final version by LINE or email.

3. 03

   Complete the conditions for scheduling

   Scheduling begins on the agreed date once the required payment is received, information is complete and artwork or samples are approved. The inquiry date or payment date alone is not automatically the start of bulk production.

4. 04

   Production, inspection and dispatch

   We produce and inspect according to the confirmed process, then arrange delivery after the agreed pre-dispatch payment conditions are met. Completion, dispatch and arrival dates are confirmed separately.

The aroma stone timings above are indicative calendar days, including holidays. They do not apply to every product and exclude separately confirmed shipping time. Where an order uses business days, we will clarify whether weekends and public holidays count. Actual lead time follows the quotation or order after specifications and scheduling are confirmed. See the aroma stone gift set order guide。

Changes after approval and rescheduling

Changes to wording, logos, dimensions, materials, quantity, shape, printing, packaging or delivery after final artwork or sample approval may require new design, moulds, materials or production. LOX explains additional costs, reusable existing work and revised dates before proceeding with your confirmation. The original deadline does not automatically continue.

Delays in files, payment or approval, or requested changes, may affect scheduling. Dates are reconfirmed according to the affected steps and actual capacity. LOX explains the impact and updated schedule rather than imposing an unexplained indefinite delay. If LOX expects to miss a confirmed date, we will notify you, discuss a solution and meet our legal responsibilities.

Files, permissions and quality standards

Check that supplied text and images are correct and that you have the lawful rights to use them and commission production. LOX may request necessary permission documents. Content with reasonable infringement concerns, unlawful content or designs that cannot be safely made may require a pause and discussion with the buyer.

Approved text and layouts are produced from the confirmed version. Remaking items due to supplied content or new requirements after approval requires a separate cost assessment. Buyer approval does not release LOX from responsibility for discrepancies or other issues for which LOX is legally responsible.

Delivery methods, costs and arrival times

Available delivery methods, shipping charges, free shipping conditions and service areas follow the checkout, product information or project quotation. Bulk gift boxes, fragile goods, multiple addresses, remote areas, offshore islands and overseas orders require separate confirmation of packaging, feasibility and costs. Standard shipping rates should not be assumed.

Production and shipping times are calculated separately. Estimated arrival dates are not guaranteed delivery appointments. Mention event dates, receiving time slots or split delivery requirements before purchase so LOX can confirm feasibility and any charges in writing.

Delivery information and repeat delivery

Check the recipient, phone number, address and delivery conditions before dispatch. Address changes after dispatch, failed delivery or uncollected parcels may incur actual redirection, return or redelivery costs. Costs caused by incorrect buyer information or failure to receive as agreed are explained and handled under applicable law and valid agreements. Costs attributable to LOX or the carrier, or arising from consumers exercising statutory rights, are not automatically charged to the buyer.

Request postponement or split shipments early. Storage arrangements, periods, conditions and any charges for completed custom items require separate written confirmation. Indefinite storage should not be assumed.

Parcel problems and delivery delays

If the outer box is seriously damaged or wet, items are missing or goods are damaged, retain the box, cushioning, shipping label and goods, and contact LOX promptly. Photos or video help clarify the matter with the carrier. Signing for delivery does not waive your statutory rights.

If weather, transport disruption, carrier congestion or other events affect delivery, LOX will help track the parcel, explain the situation and discuss practical options. Shipping risks and delay responsibilities depend on applicable law, agreements and the actual cause. Handover to a carrier does not automatically remove responsibility.

Power banks and manufacturer warranties

Warranty periods, coverage and claims for power banks, cables and other electronics follow the individual model's product information, enclosed warranty documents and lawful agreements. LOX can assist with manufacturer contact or claim information. A manufacturer's warranty does not replace LOX's statutory after-sales and defect responsibilities. Use products as instructed and do not disassemble or modify them.

Disputes and complaints

Send your order details and complaint through LINE or email. LOX will handle the complaint appropriately within 15 days. If it is not satisfactorily resolved, you may contact your local consumer service centre or consumer protection officer, or seek mediation as provided by law.

This page provides general ordering and support guidance. Individual product information and written quotations and orders apply according to the transaction. Mandatory law prevails over conflicting terms. This update applies to new transactions made after the update; existing orders retain their original lawful agreements and are not automatically changed by a website update.