Terms and condition

At MEIRUYUE, we are dedicated to providing you with the highest quality cakes and exceptional customer service. If for any reason you are not completely satisfied with your purchase, our Return and Refund Policy is here to help.

Our company reserves the right to make the final decision regarding returns or cancellations. We sincerely apologize for any inconvenience this may cause.

我們公司保留對退貨或取消的最終決定權。我們對由此可能造成的任何不便深表歉意。

Delivery Terms & Conditions - 送貨條款

  1. Cake Delivery: To ensure the quality of our cakes, some cakes are shipped frozen.
    蛋糕发货: 为确保蛋糕品质，部分蛋糕冷冻出货。

  2. Cakes Storage：Cakes should be refrigerated and consumed within 48 hours to ensure optimal freshness.

    蛋糕存儲: 以確保最佳新鮮度，收到蛋糕後請儲存於冰箱內，並於48小時內享用。

  3. Delivery Address：Goods will be delivered to the address specified in the order. Please ensure that you provide a correct and suitable delivery address for the designated delivery method. Any inaccuracies may lead to delays in processing your order or unsuccessful delivery until we receive the requested information from you. If this situation arises, please contact us immediately. You are responsible for ensuring that all provided information is accurate.

    送貨地址: 商品將送達於訂單上指定的地址。請確保您為指定的送貨方式提供正確和合適的送貨地址。如果提供的資料不準確，可能會導致訂單處理延誤或無法成功送達，直到我們收到您提供的所需信息。如出現此情況，請立即與我們聯絡。您有責任確保所提供的所有資料正確無誤。

  4. Delivery Timelines：Delivery timelines are approximate and cannot be guaranteed once dispatched, as they depend on third-party delivery services.

    交付時間: 本公司發貨後，送貨時間僅為估算，無法保證，因為這取決於第三方快遞服務。

  5. Responsibility for Damages：If there is any delay in delivery for any reason (such as failed delivery, no one at home, issues with the shipping company, traffic problems, etc.), and the product is damaged as a result, Meiruyue will not be held responsible, and no refund will be provided.

    對損壞的責任：如因任何原因延遲派送（如派送失敗、無人在家、運輸公司問題、交通問題等），而造成產品損壞，Meiruyue概不負責，並不會退款。

  6. Rescheduling Deliveries：In cases of delivery failure, deliveries will be automatically rescheduled for the next working day. Please note that each order will only be delivered twice. If both delivery attempts are unsuccessful, the items will be destroyed, the order will be cancelled, and no refund will be provided.

    重新安排送貨：如遇到送貨失敗，將自動重新安排於下一個工作日送出。請注意，每張訂單只會派送兩次。如果兩次派送均未成功，貨品將會被銷毀，訂單將被取消並不予退款。

  7. Reporting Issues：Should you find any damages or missing items upon receipt, please take photos to document the condition of the goods and report the issue through our system within 3 days of receipt.

    報告問題：如簽收時發現產品有任何損毀或缺失，請拍照記錄產品狀況，並於收貨後3日內透過我們的系統回報該問題。

  8. Advance Ordering：To make sure your parcel arrives on time, we recommend placing your order early! If you’re ordering in advance, please remember to include your preferred delivery date in the "Additional Information" box at checkout. We’re here to help make your plans stress-free! For your chosen delivery date, kindly select a day at least two days before you need it. If you have a special event over the weekend, please schedule delivery for the Friday before. To ensure this, place your order by 12pm on Thursday for delivery on Friday.

    提前下單：為確保你的包裹準時送達，我們建議你盡早下單！如需提早訂購，請在結帳時於「附加資料」欄填寫你的送貨日期。我們致力於為你提供無憂服務。如果你在週末有特別活動，請安排於前一個星期五收貨。為確保順利，請於星期四中午12點前下單，以便我們在星期五送出。請選擇一個比你需要日期早兩天的送貨日期。

Cancellation Policy - 取消政策

  1. Cancellations must be requested at least 48 hours prior to the scheduled delivery date. Once an order has been shipped, it cannot be canceled. Please note that custom orders are subject to a cancellation fee to cover preparation costs.

    取消訂單必須在預定送貨日期前至少48小時提出。訂單一旦發貨，恕不接受取消。請注意，定制訂單將收取取消費用以覆蓋準備成本。

Return Policy - 退貨政策

  1. We generally do not accept returns unless there is significant damage incurred during transit or non-delivery of the product. In such cases, please provide appropriate proof.

    我們一般不接受退貨，除非在運輸過程中發生嚴重損壞或產品未送達。如遇此情況，請提供相應證明。本公司保留對退貨或取消的最終決定權。不便之處，敬請見諒。

  2. We will not accept the return of any of our products that have been purchased from any other outlet other than our website. We can only offer a replacement if the wrong items were shipped to you. please take photos to document the condition of the goods and report the issue through contact us within 3 days of receipt.

    我們不接受從本網站以外的任何渠道購買的產品退貨。我們只會在您收到錯誤商品的情況下提供更換服務。請拍照記錄商品的狀況，並在收貨後 3 天內通過聯絡我們(add hyperlink)  。本條款不影響您的法定權利。

  3. Our company reserves the right to make the final decision regarding returns or cancellations. We apologize for any inconvenience this may cause.

    我們公司保留對退貨或取消的最終決定權。我們對由此可能造成的任何不便深表歉意。

Refund Process - 退款流程

  1. Initiating a Refund: To initiate a refund, please reach out to our customer service team. Kindly provide your order number, a detailed description of the issue, and any accompanying photographs that may assist in processing your request.

    啟動退款：要啟動退款，請聯繫我們的客服團隊。請提供您的訂單號碼、問題的詳細描述以及任何可以協助處理您的請求的附加照片。

  2. Review Process: Our team will thoroughly review your request and respond within 48 hours. If your request is approved, we will promptly process your refund.

    審核過程：我們的團隊將徹底審核您的請求並在48小時內回覆。如果您的請求獲得批准，我們將立即處理您的退款。

  3. Refund Method: Refunds will be issued to the original payment method used at the time of purchase. Please allow 5-7 business days for the refund to be reflected on your statement.

    退款方式：退款將退還至您在購買時使用的原始付款方式。請允許5-7個工作日，退款將顯示在您的帳單上。

Collection Orders - 自取訂單

We are pleased to offer collection orders for your convenience. Please inform us of your preferred collection date and time when placing your order. Kindly allow a minimum of 48 hours for us to meticulously process and prepare your order.

我們很高興能為您的需求提供自取訂單服務。請在下訂單時告訴我們您希望的自取日期和時間。請至少提前48小時讓我們精心處理和準備您的訂單。

  1. Order Confirmation: Upon confirmation of your order, we will provide you with a reference number or a confirmation email to facilitate a swift and seamless pickup experience.

    訂單確認: 一旦您的訂單確認，我們將提供參考號碼或確認電子郵件，以便您快速順利地取貨。

  2. Pickup Notices: We kindly remind you to collect your order within the agreed-upon timeframe. If your order is not collected within 24 hours, we may be required to dispose of perishable items, and regrettably, refunds cannot be issued.

    取貨注意事項: 我們誠摯提醒您在約定的時間內取貨。如果您的訂單在24小時內未被取回，我們可能需要處理易腐壞的物品，並且遺憾的是，無法提供退款。

  3. Verification of Contact Information: To ensure a smooth process, please double-check that the contact details and collection time you provide are accurate. This will help us prevent any delays or issues.

    聯絡資訊確認: 為了確保流程順利，請仔細檢查您提供的聯絡資料和取貨時間是否準確。這有助於我們避免任何延誤或問題。

  4. Order Modifications: Should you need to make any changes to your order, please notify us at least 24 hours in advance, and we will do our utmost to accommodate your request. Please note that changes requested less than 24 hours before the scheduled collection time may not be possible.

    訂單變更: 如果您需要對訂單進行任何更改，請至少提前24小時通知我們，我們將竭誠滿足您的要求。請注意，若在預定取貨時間前少於24小時內提出變更，可能無法處理。

  5. Customer Support: If you have any inquiries or require assistance regarding your collection order, please do not hesitate to contact us. We are here to assist you!

    客戶支持: 如果您有任何疑問或需要協助進行自取訂單，請隨時與我們聯繫。我們樂意為您提供幫助！

  6. Agreement to Terms: ☑ By placing a collection order, you agree to adhere to the guidelines outlined above. We look forward to providing you with excellent service!

    同意條款: ☑ 通過下訂單自取，您同意遵守上述指導方針。我們期待為您提供優質服務！