退貨及退款政策
MODE DE VIE MALL · CUSTOMER CARE
退貨及退款政策｜Returns & Refunds
我們重視產品品質與購物體驗。一般不接受因改變主意、個人喜好或自行選錯規格而提出的退換；若收到貨品有品質問題、製作錯誤、錯貨、運送損壞或缺漏，我們會按情況跟進。
We generally do not accept change-of-mind returns, but will investigate product defects, manufacturing errors, incorrect items, transit damage or missing items.
可接受及不接受的情況
產品或履約出現問題
- 商品有明顯品質問題或生產瑕疵
- 收到商品與已確認訂單資料不符，包括訂造製作錯誤
- 運送途中出現明顯損壞
- 訂單內應有商品或配件缺漏
We will review verified defects, incorrect orders or custom specifications, transit damage and missing items.
個人原因或已使用商品
- 改變主意、個人喜好、色差或款式不合
- 顧客自行選錯尺寸、規格、物料或顏色
- 商品已使用、清洗、修改、損壞或狀態不完整
- 包裝、吊牌、配件或贈品不完整
- 訂造或個人化商品的非品質問題退換
- 顧客提供錯誤收件資料造成的派送問題
Change of mind, customer-selected specifications, used or altered goods, and incomplete returns are generally excluded where no product fault exists.
訂造及個人化床品的特別安排
床笠、被袋、枕袋、拉鏈床笠及自訂圖片床品等，均按顧客確認的尺寸、材質、色號、款式或設計資料製作。顧客量錯尺寸、選錯顏色／物料或改變主意，一般不設退換。
如實際成品存在品質或製作瑕疵，或與已確認的訂單規格不符，我們會核對資料並按情況提供修正、更換、補寄、退款或其他合理處理方案。
Made-to-measure and personalized items are generally not returnable for customer-chosen measurements, colours, materials or artwork, or for change of mind. Verified defects or differences from confirmed specifications will be investigated and addressed.
申請退換的流程｜How to Request
提交問題證明
說明問題，附上清晰相片或影片供我們核對。客服會回覆可行的處理方案。
Provide a description and clear photos or video for review.
按確認安排處理
獲批退貨後，按客服指示以指定方式寄回；請勿未經確認自行退件。
Follow our approved return or replacement instructions.
退款方式及處理時間
7 個工作天內發起退款
收到並檢查獲批准退回的商品後，如確認符合退款條件，我們一般會在 7 個工作天內按原付款方式發起退款。
For approved refunds, we generally initiate the refund to the original payment method within 7 business days after receiving and inspecting returned goods.
實際到帳時間
退款實際到帳時間取決於信用卡公司、銀行或付款平台。非因本店錯誤或品質問題而特別批准的退貨，原有運費、手續費及第三方費用一般不退回。
Actual posting depends on the bank or payment provider. Original shipping or third-party fees may not be refunded for discretionary non-defect returns.
English Policy Summary
Returns, Refunds & Exchanges
What we can help with
Please report a defective or incorrectly made product, an item different from the confirmed order, shipping damage or missing goods within 7 days of receipt. Send the order number, a short explanation and clear photos or video to cs@mdv-mall.com.
What is generally excluded
We generally do not accept returns for change of mind, personal preference, incorrect customer-selected size, colour, fabric or style, or goods that have been used, washed, altered or returned incomplete. Custom-made or personalized goods made to confirmed specifications cannot generally be returned for customer-selected mistakes, but verified product defects or manufacturing discrepancies will be addressed.
Returns and return shipping
Please obtain customer-service approval and return instructions before sending anything back. Reasonable authorized return shipping is covered by us for confirmed defects, fulfilment errors or damage in transit. We may reship missing items without requiring return of the original goods.
Refund times and consumer rights
For approved refunds, we generally initiate the refund to the original payment method within 7 business days after receiving and inspecting returned items; bank and card processing times vary. Original delivery or third-party charges are generally not refunded for discretionary non-defect returns. These terms do not affect mandatory consumer rights under applicable law.
需要協助？｜Need Help?
請提供訂單編號及問題相片，方便我們跟進。
Include your order number and photographs when contacting our team.