Return Policy

Under normal circumstances, for food safetyreasons, the Company does not accept returns or exchanges. If the products aredamaged upon receipt, please contact us as soon as possible within 24 hours. Weregret that refunds will not be accepted after this period. If you discover anydefects or quality issues with the products, please email us within 24 hours ofreceipt, including your order number, customer name, and contact phone number.We will follow up with you promptly. Please provide the following informationfor our customer service team to review your request:

1. Order Number:
2. Customer Name:
3. Product Name(s) and Quantity for Return/Exchange:
4. Reason for Return/Exchange:
5. Return/Exchange Delivery Address, Contact Person’s Name, and Contact Phone Number:
6. Has the product been opened?
7. Please attach photos of the product(s) for our team to verify the condition and completeness.

The following situations are not eligiblefor returns or exchanges:

1. Products received more than 7 days ago
2. Returns for reasons other than defects or quality issues
3. Discounted items and items purchased using shopping credits
4. Items returned without prior approval from our customer service team

When processing  return or exchange, the original shipping fee from the order will not be refunded. We apologies for any inconvenience caused. We will refund the full value of the returned product(s).  If the returned items include any promotional gifts, free items, or specially priced bundled products, these must also be returned in full. Otherwise, the value of the gift or discounted item will be deducted from the refund amount. Refund amounts will be credited back primarily in the form of website shopping credits to the original member account. 

Purchase Credits (購物金) will be issued within 1–3 working days and can be used on your next purchase.  In exceptional cases where a cash refund is required, we will process the refund to the original payment method. This may take approximately 7–10 working days, depending on the payment method and your bank.

Each order is eligible for only one return or exchange request.

In the event of any disputes, Soup For Family reserves the final right of decision.