Waldhaus Terms of Service and Shopping Guidelines

Welcome to the “Waldhaus Official Website” (hereinafter referred to as “this Website”). These Terms of Service (hereinafter referred to as “these Terms”) are designed to protect the rights of both the consumer (hereinafter referred to as “You”) and Waldhaus (hereinafter referred to as “the Company,” “We,” or “Our”). When you purchase products on this Website, submit an order, and check the agreement box, you are deemed to have fully read, understood, and agreed to all the contents of these Terms.

1. Contract Formation and Order Review

1. Once you have filled out the recipient information and submitted your order on this Website, the system will automatically send an email acknowledging receipt of your purchase request.

2. As the products sold by the Company are handmade fresh frozen foods, production capacity and inventory are limited; the Company reserves the right of final acceptance of any order. If an order cannot be shipped due to natural disasters, raw material shortages, cold-chain logistics disruptions, or other force majeure factors, we will proactively contact you within 2 working days to cancel the order and process a full refund.

2. “Exempt from the 7-Day Cooling-off Period” Statement for Fresh Frozen Food 

1. In accordance with Article 19, Paragraph 2 of the Consumer Protection Act of the Republic of China and the Regulations Governing Reasonable Exceptions to Termination of Distance Sales, fresh, frozen, and chilled food products that are prone to spoilage or have a short shelf life are classified as reasonable exceptions and do not apply to the right of an unconditional 7-day return/exchange policy for online shopping.

2. Except for cases where the product itself has non-human defects, temperature abuse/spoilage prior to delivery, or incorrect items being shipped, once an order has entered the shipping process, returns or exchanges will not be accepted based on personal subjective taste preferences, color, external appearance, or purchasing the wrong items.

3. Cold-Chain Logistics and Recipient Obligations

1. Shipping Method: All products from the Company are strictly entrusted to third-party professional cold-chain logistics providers (such as Heimao/Black Cat Delivery Service) for delivery in a -18C frozen format, or via designated convenience store frozen pickup services (such as 7-Eleven Frozen Pickup).

2. Recipient Obligations: You are obligated to provide a correct, valid contact phone number and delivery address where you can be reached immediately.

   • Home Delivery: Please ensure that someone is available to immediately sign for the delivery upon arrival and place the products into a freezer without delay.

   • Convenience Store Pickup: Please head to the designated store to pick up your package within the specified deadline (usually 4–5 days) after receiving the SMS pickup notification.

3. Refusal of Delivery and Failed Dispatches: If a product is returned to the Company or undergoes temperature abuse and spoils due to incorrect recipient details, the recipient’s phone being turned off, no one being available to sign for delivery, or failure to pick up the item past the deadline, the loss of the product and all round-trip cold-chain shipping expenses incurred shall be borne entirely by the consumer. The Company will not issue any refund under these circumstances.

4. Defects and Return/Exchange Processing (Unboxing Video Requirement)

To protect the rights of both parties and avoid disputes when defining cold-chain liabilities, consumers must strictly comply with the following rules:

1. Unboxing Video: Upon receiving the product, you must record a continuous video starting from the completely sealed state of the outer shipping box before unpacking. The video must clearly show the shipping label tracking number, the product items inside the box, and the condition of the vacuum-sealed packaging.

2. Reporting Window: If the product is found to have thawed/melted, suffered packaging damage leading to a lost vacuum seal, or does not match the item ordered, please submit the unboxing video and photos via our official communication channels (LINE/Email) within 24 hours of receiving the shipment (or signing for it at the convenience store).

3. Resolution: Once confirmed as a deficiency on the part of the Company or the logistics provider, we will immediately arrange to reship the products free of charge or process a refund. Please keep the defective products frozen in their original condition and do not discard them privately until instructed.

5. Payment and Financial Security

1. This Website integrates third-party payment platforms licensed and approved by the Financial Supervisory Commission (such as ECPay). All credit card and bank transfer transactions are executed within a securely encrypted environment.

2. If you choose to pay via virtual account/bank transfer, please complete the transfer within the time frame specified by the system; otherwise, the system will automatically cancel the order.

6. Modifications to Terms and Jurisdiction

1. The Company reserves the right to modify these Terms of Service at any time. The amended clauses will be announced directly on the Website without separate individual notifications.

2. Any disputes arising from these Terms or transactional behaviors shall be resolved through good-faith negotiations between both parties. If litigation becomes necessary, both parties agree that the Taiwan Taipei District Court shall serve as the court of first instance.

Last Revised Date: June 22, 2026