Refund policy

This policy explains how returns, exchanges and refunds work for orders placed on mabuvalley.com, which is operated by Mabu Valley Outdoor Co., Ltd. (馬布谷戶外有限公司, "we" or "us"). Returns and refunds are governed by this policy. For order formation, accounts and other terms, see our Terms of Service; for delivery, see our Shipping Policy. Rules stated on a product page, in a written quotation or in a separate written agreement take precedence.

Quick facts

Topic	Rule
Cooling-off period	You may request a return within 7 days after you receive your order (Article 19 of Taiwan's Consumer Protection Act). The cooling-off period is not a trial period.
How to apply	Within the 7 days, notify customer service through our LINE official account @mabuvalley or by email. We arrange a freight carrier to collect the goods from your original delivery address. Your member account does not currently have a self-service return function, so please contact customer service directly.
Return shipping	Taiwan orders (including outlying islands): for returns made within the 7-day cooling-off period, we always pay the return shipping. Hong Kong and other overseas orders: you pay the return shipping.
Refund amount	We refund what you paid, including the shipping fee you paid on the original order. For how shipping is handled when only part of an order is returned, please contact customer service, who will explain based on your order.
Refund timing	Bank transfer: within 7 business days, counting from the day after we receive the returned goods. Credit card: about 14–21 business days (depending on ECPay and your card issuer's processing). LINE Pay: refunded to your original LINE Pay payment method; posting time depends on LINE Pay's processing.
Not covered by the cooling-off period	Customized goods, opened personal hygiene products, and perishable food.
Defects on arrival	If you find a defect within 7 days of delivery, you can request a replacement.
Customer service hours	Monday to Friday, 09:30–17:00 (Taiwan time, UTC+8). Closed on weekends and public holidays. Support is provided in Traditional Chinese only.

1. 7-day cooling-off period (returns)

How long you have

Under Article 19 of the Consumer Protection Act (消費者保護法), you may return goods within 7 days after you receive them, without giving a reason. The 7 days start on the day after the delivery is signed for, whether you or a family member, building manager or other representative signs.
Please notify customer service within the 7 days through our LINE official account @mabuvalley or by email (service@mabuvalley.com). The time you send your message counts as the time of notice. Messages sent when we are closed are answered in the next service period.
After 7 days we can no longer accept a cooling-off return. For defective goods, see Section 6.

The cooling-off period is not a trial period

You may unpack the goods to check their appearance, specifications and accessories, and to confirm that they meet your needs.
If goods are used beyond what is needed for inspection (for example, getting them wet, lighting a stove, using them outdoors, washing or modifying them) and lose value as a result, we may, as permitted by law, ask you to compensate for the loss in value.

Condition of returned goods

Keep the goods, accessories, free gifts, warranty card, manuals, tags and original packaging (including the outer box) complete, and include every document that came with the order.
If anything is lost, damaged or missing on a returned tent, we deduct a refurbishment fee, based on the extent of the damage, to cover the cost of restoring it.
If your order included a free gift, please return the gift as well. If a return means the order no longer qualifies for a spend-threshold or bundle discount, the discount difference is deducted from your refund.
Discount codes used in an order are not restored after a return.
If you requested a paper invoice or an invoice with a company tax ID (統一編號), send the invoice back together with the returned goods.

2. Items not covered by the cooling-off period

Under the Regulations on Reasonable Exceptions to the Right of Rescission in Distance Sales (通訊交易解除權合理例外情事適用準則), the following items are not covered by the 7-day cooling-off period once we have told you so on the product page or during checkout:

Customized goods: items made, engraved, cut or specified to your request.
Opened personal hygiene products.
Perishable food: food that spoils easily, has a short shelf life, or is about to expire when the contract is rescinded.

Except for defective goods or goods we sent in error, we cannot accept returns, exchanges or refunds of these items for personal reasons. All other goods remain covered by the 7-day cooling-off period.

3. How to return an item

Within 7 days after you receive the goods, contact customer service through the LINE official account @mabuvalley or by email. Give us your order number, name, phone number and the reason for the return. If the goods are defective or wrong, attach photos or a video. Your member account does not currently have a self-service return function, so please contact customer service directly.
After customer service confirms the return, we arrange for a freight carrier to collect the goods from the original delivery address of the order and tell you the pickup time.
Before you hand the parcel to the carrier, keep the outer packaging intact and take photos as a record (the outer box, the goods and the accessories).
Once we receive and inspect the returned goods, we process your refund as described in Section 5.

Please contact customer service first and do not ship the goods back yourself. If a Taiwan order (including outlying islands) is shipped back without confirmation from customer service, we still pay the return shipping, up to the cost of the pickup we would have arranged, and refund it against your receipt, so please keep the receipt. You bear the risk of loss, damage or delay, except where the law requires us to bear it. For outlying-island, Hong Kong and other overseas orders, see Section 9.

4. Return shipping

Taiwan orders (including outlying islands): for returns made within the 7-day cooling-off period, we always pay the return shipping.
Taiwan orders (including outlying islands): if the goods are defective or we sent the wrong item, we also pay the shipping for the replacement or return.
We do not charge you separately for the return shipping described above. We ask for compensation only when goods are used beyond what is needed for inspection and lose value as a result, as described in Section 1.
Shipped back by yourself: if you ship back a Taiwan order (including outlying islands) without confirmation from customer service, we still pay the return shipping, up to the cost of the pickup we would have arranged. Keep your receipt; we refund the cost against the receipt.
Hong Kong and other overseas orders: you pay the return shipping (see Section 9).

5. Refunds

Refund method and timing

ATM virtual account, bank transfer: transferred to the bank account you designate, within 7 business days, counting from the day after we receive the returned goods.
Credit card (single payment): we request a refund from ECPay to the original card. About 14–21 business days (depending on ECPay and your card issuer's processing). Check your card statement for the posting date.
Credit card (installments): full refund to the card only; partial refunds to the card are not possible. Timing is the same as above. If only a partial refund is due, we refund by bank transfer, on the bank-transfer timeline.
LINE Pay: refunded to the original LINE Pay payment method. The posting time depends on LINE Pay's processing.

Bank details we need

Account holder name, bank, branch and account number. All four are required, and the account must be in the name of the person who placed the order.
Send them in one of two ways: photograph your passbook cover and send it by LINE or email, or enclose a photocopy of the passbook cover with the returned goods.
If the details are wrong or incomplete and the refund fails or is delayed, the refund period starts again once we have the correct details.

Refund amount

In line with the Consumer Protection Act, we return the consideration you have paid. The refund includes the shipping fee you paid on the original order. For how shipping is handled when only part of an order is returned, please contact customer service, who will explain based on your order.
These amounts are deducted from the refund: the value of free gifts that were not returned, discount differences caused by the return, loss in value of the goods, and, for tents, the refurbishment fee based on the extent of the damage.

6. Replacement for defects within 7 days of delivery

If, within 7 days of delivery, you find that a new item has a defect that was not caused by use or handling (for example, damage, a missing part or a malfunction), or if you receive something you did not order, contact customer service within 7 days after you receive the goods, with your order number and photos or a video.
Once we confirm a defect or a shipping error, we replace the item first, and we pay the shipping. If a replacement is not possible, we will agree with you on a refund or another solution.
Damage caused by improper use, disassembly, modification, improper storage or washing, impact, wear, dirt or moisture is not covered by this replacement.
Deciding whether something is a defect may require inspection by us, the brand's manufacturer or a repair center.
For faults after the first 7 days, see the product page and our repair service notice.

7. Order cancellation and out-of-stock refunds

If we cancel an order because an item is out of stock or discontinued, the price or stock information was wrong, payment failed to clear, or delivery is not possible, we refund the full amount you paid to the original payment method.
If you need to cancel an order that has not shipped, please contact customer service as soon as possible.

8. Garmin inReach rental

Cancellations and deposit refunds for inReach rentals follow the rental terms and the notices on the rental page. In short:

Cancellation within the deadline: if you notify us through the LINE official account @mabuvalley or by email before 17:00 on the 2nd business day counting back from the scheduled receipt date (the time your message is sent counts; weekends and public holidays are not business days), the rental fee, the logistics fee and the deposit are refunded in full, within 7 business days, to the original payment method (for bank-transfer payments, to the account you provide).
Late cancellation: if you cancel after that deadline (including when the device has already been shipped), we deduct the logistics fee of NT$280 and refund the rest. Return the device unopened in the 7-Eleven return box that came with it; we refund within 7 business days after we receive the device.
Deposit: refunded within 7 business days after we receive the device and confirm it is in good order. Under the rental terms, the deposit may be applied to late-return fees (NT$150 per day) and charges for damaged or lost accessories.
Delivery: rentals are delivered to your address only; self-pickup is not available.

9. Outlying islands, Hong Kong and other overseas orders

Outlying-island orders: please contact customer service first to arrange collection. Who pays the return shipping is the same as for the Taiwan main island (see Section 4).
Hong Kong orders: you can order and check out directly on our website, and shipping is calculated at checkout. For a return of a Hong Kong order, please contact customer service before you return anything, to confirm the return conditions. You pay the return shipping.
Other overseas regions (outside Taiwan and Hong Kong): please contact customer service first. Before you return anything, contact customer service to confirm the return conditions. You pay the return shipping.
If a Hong Kong or other overseas order has a defective item or we sent the wrong item, please contact customer service first; shipping is handled case by case.
Customs duties and import taxes on overseas orders (including Hong Kong) are paid by the recipient.

10. Contact

Company	Mabu Valley Outdoor Co., Ltd. (馬布谷戶外有限公司), Unified Business No. 94098603
Customer service hours	Monday to Friday, 09:30–17:00 (Taiwan time, UTC+8). Closed on weekends and public holidays.
Language	Customer service is provided in Traditional Chinese only.
LINE	LINE official account @mabuvalley
Email	service@mabuvalley.com
Phone	+886-7-353-0733
Address	No. 7-4, Tongliao Ln., Dashe Dist., Kaohsiung City 815, Taiwan (office only, not a retail store)

When this policy is revised, we update the date on this page. Orders already placed are handled under the policy in effect when they were placed. This policy does not affect any rights you have under the law.

Last updated: October 8, 2026