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SUPER JUNIOR-D&E New Endorsement

Taiwan Only｜Balm Set Includes Mini Perfume

SUPER JUNIOR-D&E New Endorsement

Taiwan Only｜Balm Set Includes Mini Perfume

SUPER JUNIOR-D&E New Endorsement

Return Policy

How do I initiate a Return?

  1. Please reach out to our online customer service team via ROBINMAY's Facebook page regarding your return request. 
  2. Complete the return request information, including order number and reason for return.
  3. Our online customer service team will assess your request and provide information on the return process.
  4. Once your return request is approved, follow the instructions provided by our customer service team to arrange for the return shipment of the item(s).
  5. ROBINMAY will inspect the condition of the returned item(s) within 3 business days (excluding national holidays) upon receipt.
  6. After confirming that the item is in good condition, we will process your refund within 5-7 business days (excluding national holidays).

Please note:
  1. If you wish to return a product after receiving it, please do so within the 7-day cooling-off period and send it back.
  2. Each order's return must be requested and processed individually through a separate return request
  3. The return process takes approximately 7-10 business days (excluding national holidays) to complete.
  4. All returned items will undergo inspection before the refund process is initiated.
  5. When initiating a return, please ensure that the items match the details on the return request. If the contents of the return package do not match the return request, the return will be processed based on the actual items received, and notification will be provided through the original application channel.
  6. If it is confirmed that the return package does not meet the official website's return conditions, our customer service team will proactively contact you to confirm the situation. In such cases, the refund will be processed using the cash-on-delivery method (based on the shipping fee NT150 according to the HCT Logistics official website, with shipping fees subject to change according to the official website's rates). If there is no response from the customer within three months, it will be considered as forfeiture of the return and refund. The returned items that do not meet the return conditions will be destroyed.
  7. ROBINMAY reserves the right to reject the return of items that do not meet the conditions mentioned above, and such items will be returned to the customer. (The return shipping costs in such cases will be the customer's responsibility.)
  8. If a member submits three or more return requests, or violates the ordering and return policies established by ROBINMAY, the Company reserves the right to suspend or terminate the member’s access to and use of the official website services, at its sole discretion. ROBINMAY further reserves the final right of interpretation regarding all related matters.

    To initiate a return, please provide detailed photos of the defective item via our Facebook page and include your member name, phone number, order number, and reason for return.

    Return Method / Refund Process

    • Main Island: 7-11 Pickup Service
    • Outlying Islands: Return by Self-Shipping

    Refund Method

    • Transfer to a designated bank account
    • Credit card refund

    After customer service confirms your request, you will receive an email notifying you that the return request has been accepted, along with further instructions for completing the return.

    7-11 Pickup Service (Main Island)

    Self-Shipping (Outlying Islands)

  9. Please visit a 7-11 store and use the ibon machine within seven days of your return request.

    1. Package the item in a box. The package must meet the following requirements:

      *Longest side ≤ 45 cm
      *Length + Width + Height ≤ 105 cm
      *Weight ≤ 5 kg
      *Ensure the packaging is secure, with both the top and bottom flat.

    2. On the ibon main menu, select the "Pickup Service" option.

    3. Enter the sender’s information, print the details, and hand both the return package and printed receipt to the store clerk.

    4. Provide the shipping number to customer service as proof.

    5. Keep your receipt until the return is completed.

    1. If the 7-11 return service is unavailable in your area, please ship the return package on your own within seven days of your return request. The postmark date (including holidays) will be used as proof.

    2. Package the item in a box, ensuring it is securely packed with a flat top and bottom.

    3. Provide the shipping number to customer service as proof.

    4. Keep your receipt until the return is completed.


    The return package is expected to be received by ROBINMAY within 4-5 business days.

    Once the return is confirmed, a refund will be issued within 5-7 business days to your designated account or credit card. You will receive a confirmation email once the refund is processed.

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How are the return funds processed?
Upon receipt of the undamaged, complete with all original accessories, and in its original condition and packaging returned items, a refund is initiated immediately. Meanwhile, we will also notify you through the original contact channel. You can check the refund in the specified account after receiving our notification.
  • For orders made using "Cash on Delivery," "ATM Payment," "Convenience Store Payment Codes," or "Convenience Store Barcode Payment," the refund will be transferred to your specified bank account.
  • For orders made using a credit card for payment, we will process the refund online directly after receiving the return and confirming its accuracy. Please pay attention to your current or upcoming credit card statements for the refund.

Important Note:
  1. The refund amount refers to the original receipt, not including shipping fee or additional charge (if any), except that our products are defective, damaged or short of parts and hardware. In such cases, we will fully cover the related expenses.
  2. If the order includes the use of store credits, these credits will not be refunded.
  3. If the original order's retained product value does not meet the free shipping threshold, an additional shipping fee from the initial shipment will be deducted from the refund amount. Please do not include cash in the return package. If cash is received, our customer service will notify you separately and arrange for a refund via bank transfer (a handling fee of NT$15 will be deducted).
  4. For bundled promotional items, if the return results in the order no longer meeting the required quantity for the promotion, the retained items will revert to their original prices, and any price difference will be deducted directly from the refund amount.
  5. If, after returning items, the retained product value no longer meets the minimum purchase requirement for a Rewards-with-purchase promotion, please return both the qualifying Rewards and the items you wish to return together (the Rewards must be in new condition and with complete packaging). If the Rewards is not returned or does not meet the return conditions, it will be charged at its original price, with the cost deducted from the refund amount.
  6. If the order includes the use of store credits, these credits will not be refunded. If the credits you used originated from a refund due to a return, we will refund that specific portion back to your account balance.
  7. If a member submits three or more return requests, or violates the ordering and return policies established by ROBINMAY, the Company reserves the right to suspend or terminate the member’s access to and use of the official website services, at its sole discretion. ROBINMAY further reserves the final right of interpretation regarding all related matters.

What are the circumstances in which returns or exchanges cannot be processed?
  1. Exceeding the 7-day cooling-off period 
  2. Products that show signs of use, dirt, or odors (such as perfume, smoke, etc.).
  3. Products that have been altered or modified from their original ROBINMAY condition (e.g., embroidery, cutting, printing, etc.).
  4. Products with damaged packaging, removed tags or labels, and opened hardware seals.
  5. Personal items, special discount items and promotional freebies are non-returnable and non-exchangeable.
    *To protect the hygiene and rights of every customer, personal intimate items (such as socks, underwear,scented products, etc.) are not eligible for return or exchange once sold.
  6. Additional purchase of gift box packaging sets (in case of a return due to uncontrollable factors, and if the product cannot be restored to its original condition, a partial fee will be incurred)
  7. Promotional freebies that have been unsealed.
  8. Returns for orders that have exceeded the Cooling-Off period, along with orders that are still within the period, should be sent together, or returned separately using registered mail. In the case of returning orders within the evaluation period along with new orders, they should be shipped together.
  9. Packaging box dirt, dents caused by unavoidable shipping factors, or damage to items such as the transparent plastic outer packaging bag, tote bag, desiccants, etc.

  10. If the order is shipped to overseas, no return or exchange service is provided. Please confirm the order items and amount in detail before placing an order. Placing an order is deemed to confirm that the order information is correct.


Can I exchange a product if I don't like it?
To simplify and expedite the process of obtaining products, our official website only offers a return service.
If you are dissatisfied with the product and wish to return it. As long as it meets the return criteria, please feel free to head to ROBINMAY's Facebook page and inform our online customer service tem of your return request.

What should I do if I receive a defective product?
If you encounter any issues with your ordered products, such as defects or missing parts, please contact ROBINMAY's online customer service via private message on our Facebook page within 7 days from the day after you received the package. Our customer service team will promptly assess your situation and assist in resolving it as soon as possible.

Important Note：
  1. All products are mass manufactured. Therefore, some minor differences, which will not result in function or appearance issue, are acceptable based on AQL, such as：
    • Size tolerance: ±1 to 2 cm
    • color-shading defect
    • unacceptable size
    • slight spot, scratch or crease(within 0.5mm)
    • minor leather paint edge issue
    • few thread end not trimmed
    • invisible asymmetric
      *Items subject to above issues cannot be returned or exchanged.
  2. All defective and mis-shipped items must be returned according to customer service instructions. We will cover the shipping costs of the returned package and convert them into store credits. The refund for shipping costs is capped at NT$60. (If you purchase additional packaging bags or return them in other ways, we will not refund more.)
  3. If the return period has expired, we will not be able to process returns or exchanges for defective items.
  4. To protect your rights, please consider recording the unboxing process and inspecting the product at the same time. Make sure everything is in order before removing any tags!