Returns and Refunds Policy

We want every purchase from Mr. Charlie to be a positive experience. Please review the following conditions, procedures and time limits before requesting a return, exchange or refund.

Return Requests

1. Once a product has been opened, it cannot be returned. Please record the entire unboxing process, beginning with the unopened package and continuing until the product is fully unpacked. The product must remain visible throughout the recording.
2. You may request one return with return shipping covered by us within the seven-day statutory inspection period after receiving the product. The inspection period is not a trial-use period.
3. To request a return, contact our online customer service team and provide your name, email address, mobile number, order number and reason for the return.
4. The returned product must be new and in its complete original packaging, including the product, accessories, gifts, manuals and all other included items. Do not disassemble, inspect internally, damage or omit any part of the product.
5. The product must remain unopened, and the complete order—including gifts and order documents—must be returned. If anything is missing, you will be responsible for the additional shipping cost required to return the missing item.
6. Ask the carrier for a return receipt and keep it until the return or exchange has been completed.
7. Coupons used for an order cannot be reinstated after a return.
8. Submitting a return request means that you agree to these rules and authorise us to void the related invoice where necessary.

Returns That Do Not Qualify for Free Return Shipping

1. The request is made more than seven days after receipt.
2. The product has been opened, including removal of protective film or plastic packaging, or the product has been washed or otherwise used.
3. The return is incomplete or is missing gifts or other items included in the order.

Missing Items or Defective Products

1. A request cannot be accepted more than seven days after receipt.
2. The entire unboxing process must be recorded from the unopened package onward. A video is required for a missing-item claim.
3. For a defective product, provide clear photographs to customer service. After assessment, we will arrange replacement parts, an exchange or a return as appropriate.

Refund Restrictions and Processing Time

1. If you requested a printed invoice, the invoice must be returned before a refund can be processed. You are responsible for postage required to send a missing invoice.
2. If we cannot reach you within ten business days after the request form is submitted, the request may be cancelled.
3. After we receive and inspect the returned product, the refund will be completed within fifteen business days, excluding public holidays.

International and Custom Orders

We do not accept returns for customised products or purchases delivered outside Taiwan. International return shipping is expensive and the process can be complex, so please review all product information carefully before purchasing.

If an international order arrives damaged or defective, we will cover reasonable return and replacement costs. The product must be unused and show no signs of wear. Email info@mrcharlie-decor.com with your order number, the affected item, the reason for the claim and clear photographs. We will respond with instructions within seven days.

Important Notice

Under Taiwan’s Consumer Protection Act, the day after receipt is counted as the first day of the seven-day cooling-off period. This is an inspection period, not a trial-use period. To qualify for a return, the product must be new, unopened and in complete original packaging.

For product-related questions, contact us through our official LINE account or email info@mrcharlie-decor.com.