We understand that ordering frozen soup bases, premium seafood, and artisanal goods like our handcrafted radish cakes is a personal experience, and we want you to feel completely at ease with every purchase from MoneyCome Mart. Our return and exchange policy is designed with simplicity and fairness in mind. Whether you are trying our signature clam hot pot broth for the first time or stocking up on our beloved sauces and noodles, we want every item to arrive exactly as you expect — properly frozen, beautifully packaged, and ready to become a memorable meal at your table.
Because most of our products are perishable frozen goods, we ask that you carefully inspect your delivery upon arrival. If any item shows signs of thawing, leakage, or damage during transit, please reach out to our customer service team right away with clear photos of the package and its contents. Our team reviews each case individually and works quickly to arrange a replacement or appropriate resolution. We take great care in our cold-chain packaging, but we also know that occasional mishaps can happen, and we are committed to making things right for you.
For non-perishable items such as our signature chili sauce, XO sauce, and packaged noodles, we offer a straightforward exchange window if you find the product unsuitable. To be eligible, the item must remain unopened, in its original packaging, and in resalable condition. Simply contact our service team within the stated timeframe with your order details, and we will guide you through the exchange process. We believe that your trust in our products matters more than anything, and we are always happy to help you find the right fit.
We are especially mindful of our seasonal and limited-run offerings, such as our Mid-Autumn radish cake gift boxes and other special edition items. Because these products are made in small batches and often pre-ordered in limited quantities, they may not be eligible for returns or exchanges once production has begun. We encourage you to review the product details carefully before confirming your order for these exclusive items. Our customer service team is always available to answer questions about ingredients, preparation, and storage before you commit, so you can order with full confidence.
If you have any questions about our return and exchange policy, or if something about your order does not meet your expectations, please do not hesitate to reach out to our support team during business hours. We are here to listen, to help, and to ensure that your experience with MoneyCome Mart feels warm, personal, and honest — much like the meals our products help you create. From our signature white pepper clam broth to our creamy chicken hot pot base, we want every delivery to feel like a gift from our kitchen to yours.
Important: Under Taiwan's Consumer Protection Act, fresh and frozen food items are exempt from the statutory 7-day cooling-off period. Products sold by MoneyCome Mart are fresh and frozen foods — please inspect your delivery immediately upon receipt.
Reporting a Problem
If you receive a product that is defective, damaged, thawed, or does not match your order, you must contact us within 3 hours of the signed delivery time. Please take clear photos of the issue and send them to our customer service team. We will respond as quickly as possible.
We strongly recommend recording a video while you unbox and inspect your delivery. This helps us resolve any issues efficiently.
What Cannot Be Returned
Returns or exchanges are not accepted for the following reasons:
- Personal preference — including taste, aroma, size, sweetness, color, texture, or simply changing your mind after ordering.
- Products that have been opened, cut, thawed, cooked, or had their storage temperature altered.
- Missing original packaging, outer boxes, invoices, or any included gifts or documentation.
- Items specifically marked as non-returnable at the time of purchase.
- Lost original receipts or invoices.
How to Request a Return or Exchange
To initiate a return or exchange, please contact customer service first — do not send items back without prior confirmation. Unauthorized returns will not be accepted, and any return shipping costs incurred will be your responsibility.
When returning an item, you must include:
- The product in its original, unopened condition.
- All original packaging (inner and outer).
- Any included gifts, product inserts, and the original invoice.
Please use the original outer packaging to protect the item. Do not write or mark on the manufacturer's packaging or box, as this may affect your return eligibility.
Vacuum-Seal Loss During Shipping
Loss of vacuum seal can occasionally occur due to handling during transit. The product quality is unaffected and remains safe to consume. Under the Consumer Protection Act, vacuum-seal loss alone does not qualify for a return or exchange. If you still wish to replace the item, a NT$200 frozen-shipping fee will apply.
If you believe the product has a more serious defect beyond simple vacuum loss, please photograph the issue and contact us immediately.
Refunds
Once your return is received and inspected, refunds are processed according to your original payment method:
- Credit card: A chargeback will be initiated. Depending on your card issuer, the refund may appear on your next billing statement.
- Bank transfer: Please provide your full bank account details (bank code, account holder name, account number). Refunds are completed within 14 working days after we receive the returned items and invoice.
If your return causes the original order total to fall below the free-shipping threshold, the original shipping fee will be deducted from your refund.
Customer Service
Email: hello@huhpot.com
Phone: (02) 7713-6576
Hours: Monday to Friday, 10:00–18:00
For inquiries outside business hours, we will respond based on the time your message is received.