Dear customer, thank you for choosing HakuCookies' handmade cookies. We take product quality and your shopping experience seriously — please read the following return and exchange policy carefully before placing an order.
All products are carefully inspected by HakuCookies staff before shipping, and are dispatched only after packaging is confirmed to be intact.
Cookies are a fragile food item, and minor breakage may occur during courier handling, transport, or shaking. This is a normal occurrence in shipping and does not affect the flavor or edibility of the product — please enjoy with confidence.
If, upon receiving your order, you find any of the following:
Please contact us as soon as possible after receiving your order, and we'll help you process the return or exchange.
Please contact us within 3 days of receiving your order to report the issue and provide relevant photos. Requests made after 7 days cannot be accepted.
To request a return or exchange for a defective product, please message us on HakuCookies Instagram with the following information:
The more complete your information, the faster we can assist you.
Once our team confirms your request meets the return conditions, please repackage the item securely and send it back, including:
If the return is incomplete, or if inadequate packaging causes damage, the customer will be responsible for the cost of replacement items or related shipping fees.
HakuCookies products are perishable food items with a limited shelf life. Under Taiwan's Consumer Protection Act and the Regulations on the Reasonable Exceptions to the Right of Withdrawal in Distance Transactions, the 7-day cooling-off period does not apply.
For food safety and hygiene reasons, once an order has shipped, returns, exchanges, or compensation cannot be requested due to personal taste, dissatisfaction, or the product not matching expectations — unless the packaging itself is defective.
Additionally, because the storage and transport conditions of a returned food item cannot be verified, all returned products are disposed of by law and for food safety reasons, and cannot be resold.
Please be sure to confirm the product details and your needs before ordering. Thank you for your understanding and cooperation.
HakuCookies reserves the final right to review orders and determine shipping and return/exchange decisions.
Recipient name, address, phone number, hotel room number, and similar information are used solely for shipping and order verification for this purchase — never for any other purpose or shared with third parties. 90 days after an order ships, the entire order record (including the personal data above) is automatically and permanently deleted from our system.