The membership validity period is one year. The membership start date is based on the date the membership is registered in the System. Purchases made on the same day can be accumulated with the receipt issued on that day. Receipts from previous dates cannot be added afterward.
How to process returns and exchanges
- To simplify and speed up the process of obtaining suitable products, the iROO official website does not provide online exchange services—only returns.
- If any item is unsuitable after pickup, please submit a return request within the appreciation period.
(For example, if you purchased 3 items and only 1 is unsuitable, you only need to return that 1 item.) - If vouchers or points were used in the order, please note that once applied, they cannot be returned. (For detailed rules, please refer to the membership program.)
- If the return causes the total order amount to fall below the free-shipping threshold of the original purchase period, shipping fees will be deducted based on the shipping method.
- You are entitled to one free return within the 7-day appreciation period.
The appreciation period starts from the day after you receive the package.
Returns can only be processed after the shipment status is updated to “Delivered.” - All returns must be processed via 7-11 Store Return Service.
If the item’s size exceeds the limits of the convenience store return system, please contact customer service to arrange home pickup. - Return Application Process:
Member Center → Website Orders → Select items and reason → Click the return button
After submitting, the system will provide a 7-11 return code (A + 13 digits).
Please note the validity period of this code. - Package the item securely, visit a nearby 7-11 store, use the ibon system to enter the return code, print the return slip, and hand it to the staff with the package.
- If a second return is required within the appreciation period, the return shipping cost will be at your own expense.
- For cross-border orders, customers are responsible for return shipping fees and any potential customs duties.
If you have any concerns before purchasing, we recommend contacting customer service first. If you find the product unsuitable after receiving it, please email our customer service at eshop.service@iroo.com within the 7-day inspection period, providing the product information and reason for return.
Our customer service team will review whether the order meets the return eligibility criteria and will reply with the return address.Please follow the return instructions, properly package the item, and clearly mark the package as “Return” before shipping.
- If items are returned without approval or sent back after the allowed period, the return and refund will not be accepted.
If re-delivery is needed, shipping fees will be at your expense. Please choose an appropriate shipping method and monitor the delivery status.
If the item is damaged or lost during return transit, your refund may be affected.
Necessary repair or restoration costs will be deducted based on the extent of damage or loss.After iROO receives and inspects the returned items, refunds will be processed within 7–14 business days.
Actual refund posting time depends on your card-issuing bank.
Any additional fees (such as duties or refurbishment fees) will also be deducted from the refund.
Can I exchange it at a physical store?
- In addition to "Official Website Exclusive Items," each order also enjoys one in-store exchange service within the seven-day appreciation period. (Taiwan region only)
- To exchange an item, please contact official customer service, providing the item you wish to exchange and the store you wish to exchange at. Customer service staff will arrange the exchange for you.
- When exchanging an item, please be sure to bring the shipping details and the complete packaging of the item to the designated store. Exchange services cannot be processed after the appreciation period.
Notes
- To support energy saving and environmental protection, our company does not issue physical membership cards. At each checkout, our staff will ask whether you wish to accumulate your purchase amount. The spending amount will then be recorded in our membership management system (hereinafter referred to as “the System”). All membership rights and related information are based on the records in the System.
Accumulated membership spending cannot be combined across multiple accounts or transferred. When making a purchase, please confirm with the service staff whether you already have an iROO membership record to avoid duplicate registrations that may affect membership upgrade eligibility.
After the membership validity period expires, the System will evaluate the accumulated spending amount to determine membership tier upgrades or downgrades and confirm membership validity. Once the membership tier is changed or the qualification becomes invalid, all accumulated spending amounts will automatically reset to zero. If no spending is accumulated during the validity period, the membership will be canceled. To accumulate spending again, a new membership application is required.
Members are required to provide accurate personal information such as name, birthday, phone number, and address when applying for membership for the first time. If any information needs to be updated, members must visit an iROO store in person to complete a membership information change form and present a valid ID for identity verification to ensure membership rights.
All purchase amounts cannot be accumulated across different countries.
Refund time
- Credit Card, Apple Pay, LINE Pay Payments:
- After iROO receives the returned item and confirms that the product and packaging are intact, the refund will be processed back to the original payment account.
Bank processing typically takes around 10–14 days. - The time for the refund to appear may vary depending on your credit card billing cycle (it may appear on the next statement).
- For details regarding post-refund bank processing time, please contact your card-issuing bank.
- Cash on Delivery (COD):
- After iROO receives the returned item and confirms that the product and packaging are intact, and if the refund information was fully provided during the return request (account belonging to the member, complete bank name, branch name, account number, account holder name),
the refund will be completed within approximately 10–14 business days. - If the provided refund information is incorrect or unclear, iROO reserves the right to request additional documents before processing the refund.
Under what circumstances can a return not be processed?
- In accordance with consumer protection laws, iROO offers a seven-day inspection period for orders placed through its official website (except for special promotional events). This period begins the day after the package arrives (including public holidays).
- Orders placed in Taiwan are eligible for one free return. For cross-border orders, returns must be shipped back by the consumer at their own expense. The appreciation period is not a trial period; returned items must be in brand new condition and not affect resale.
- Items that cannot be restored to their original condition will affect return rights or incur repair/renovation fees starting at NT$200. (Renovation fees will be announced based on the item's condition.)
- Returned items must be in their original packaging, including undamaged tags and all accessories (such as zip-lock pouches, accessory boxes, etc.). Returns cannot be processed in the following circumstances:
Clothing has powder or makeup stains. Please be aware of makeup residue when trying on the garment.
This is not normal wear; the garment has been worn for an extended period and shows signs of wear, creases, dirt, or odor.
The returned item is incomplete or the tags have been cut off (for items like shirts, please return all packaging and accessories).
The item shows signs of processing, such as embroidery, cutting, printing, etc., and is not the original iROO product (please inspect the item before any processing).
The original order included a promotional gift, but the return did not meet the minimum purchase requirement and the gift was not returned.
The seven-day return period has expired.
If you are unable to apply for a return online within 48 hours after receiving the product, please leave a message in the Order Inquiry section under your order. Our customer service team will check and respond to you as soon as possible.