Order Process and Product Shipping:
Please carefully read this guide before placing order, thank you !
【Member/Login Registration】
To save your order history, address book, and favorite items, it is recommended to log in before placing an order.
【Best Before Date for Food】
★All TWEU food items, except pre-order or custom products, are labeled with the best-before date.
★Taiwan’s food regulations are strict, and best-before dates are usually short, meaning products nearing expiration may be sold at a discount.
★If you have concerns about discounted items due to expiration dates, please refrain from ordering to avoid issues.
★Discounted items may have a minimum order quantity requirement and are available while supplies last; please refer to each product’s details.
【Ordering Instructions on This Site】
01. Use the search bar at the top center of the site to find products by name, brand, or code for quick results.
02. If you know the first two characters of the product code, enter them after www.tweu.eu/ in the URL to find all products for that brand,
e.g., www.tweu.eu/SL for all products by Rih-Jing Foods.
Entering the full four characters will lead directly to the product, e.g., www.tweu.eu/SL43 for sweet potato powder.
Once you’ve confirmed the item, click [Add to Cart]. The quantity defaults to the minimum order, but you can adjust it on the cart page.
03. After searching, you can click on the product name to view more details, including the minimum order quantity below the quantity entry field.
04. After selecting items, go to the cart page to adjust quantities. Update by clicking the refresh icon next to any changes.
05. Some products require an order quantity greater than one or may be out of stock. Look for *** messages and make the necessary adjustments.
06. The total weight of items ordered will appear at the top center of the page, displayed in (XX Kg). Please note not to exceed 30Kg per order, as excess weight will require additional shipping charges.
07. Once you’re satisfied with your cart, proceed to [Checkout].
08. Ensure the buyer and recipient names and addresses are correct. Recipient names should be in English, and addresses should be accessible during the day.
09. Choose your preferred shipping method; in-store pickup is not available.
10. If you have a discount code, return to the cart page to enter it.
11. Add any special instructions in [Add Order Notes].
12. Select your payment method. In the Netherlands and Belgium, iDeal payment is available at no extra charge.
13. After selecting the payment method, confirm to be redirected to the payment page.
14. If the page doesn’t return to the site automatically, click [Back to Site].
15. A successful return to the site indicates completed payment.
16. You’ll see an order confirmation on the site and receive a confirmation email within an hour. Contact us if you don’t receive it.
17. Thank you for your order! We’ll begin preparing it for shipment.
18. Before shipping, if we have any questions, we’ll contact you by email, so please monitor your inbox.
19. When you log out, your settings and data are saved for the next login.
20. If you don’t log out, your data may only be saved in the browser and may not appear on your next login.
21. Thank you for visiting and shopping with us!
【Out-of-Stock Notification】
Due to short product expiry dates and fast stock changes, products may be out of stock. Please complete your order with available items.
If you need to wait, click “Notify Me” on the sold-out product page and enter your contact information to receive notifications when it’s restocked.
【Minimum Order Quantity】
Certain products have a minimum order quantity due to small packaging, low cost, short shelf life, promotion, or original packaging restrictions.
The minimum order quantity is shown below the quantity field on the product description page.
If the quantity ordered is below the minimum, a *** warning will appear in the cart page and prevent checkout. Please increase the quantity or remove the product.
We apologize for any inconvenience caused by this requirement.
【Small Order Fee】
For orders below 50 euros, a 10-euro fee will apply. Please increase the order total or product quantity. We apologize for any inconvenience caused.
【Island Surcharge】
Some European regions, such as islands, incur additional transport fees.
Our website may show this fee when not logged in. However, if the delivery address isn’t an island, this fee will not appear at checkout.
【Checkout Reminders】
1. Prepare your payment information, especially credit card details, to avoid delays.
2. Don’t use the browser’s “back” button during payment; use the site’s “Continue” or “Next Step” functions.
3. Place orders and complete payments quickly. If you have a pet cat, ensure they’re settled before proceeding to avoid mishaps.
4. « Pet owners, please feed your cat or ensure they’re resting nearby before payment »
【Payment Methods】
Various payment methods are available. Please see the details below and contact us with any questions:
Payment Method: Bank Transfer (Arrange via bank transfer)
Suitable for all countries, generally with no transfer fee. Please complete payment within 24 hours and include the order number.
Payment Method: iDEAL
iDEAL is a payment method in the Netherlands and Belgium. Selecting it will redirect you to a banking choice page to complete payment. Once done, the page will return to the TWEU site automatically.
Payment Method: Credit Card
The issuing bank charges a 3-5% handling fee, which will appear on checkout.
Payment Method: SOFORT
SOFORT is available for several countries, with a 2-3% handling fee. Please note this charge.
Payment Method: TWD Bank Transfer
For TWD transfers, note "TWD Transfer" in the order remarks and reply with your order confirmation email to receive account and exchange rate details.
Payment Method: PAYPAL
Our PAYPAL account is temporarily suspended, so PAYPAL payments are currently unavailable.
【Pre-Order Items】
Applies to products labeled "Pre-Order." These items are not yet available in the Netherlands. Each product may have specific pre-order instructions.
【Delivery to Ground Floor Only】
All European deliveries are to the ground floor. If the delivery address is not at the ground level, please contact the delivery company through the tracking link for further arrangements.
【Product Damage】
We ensure items are intact when shipped. However, any damage caused during transit or customs inspections cannot be compensated if functionality is unaffected. Please consider this before placing an order.
【Failed Delivery & Collection Issues】
After completing payment, we will begin dispatching your order. Typical delivery time in the Netherlands is 2-3 days and 3-5 days in Europe.
If the delivery fails for any reason (incorrect address, absence of receiver, etc.), please use the tracking link to contact the carrier.
【Order Cancellation and Refund】
We reserve the right to cancel and refund orders for reasons including:
A. The shipping company’s service efficiency and quality do not meet expectations in the delivery area.
B. Pre-ordered items not meeting minimum order quantities.
C. Pre-orders delayed due to force majeure.
【Free Shipping for Orders Over 100 Euros】
1. Order subtotal (excluding tax) over 100 euros
2. Order weight not exceeding 30 Kg
3. Delivery to non-island areas in specific countries (Netherlands, Belgium, Luxembourg, Germany, UK, etc.)
4. Excludes “boxed” items needing pallet transport.
5. Food VAT is 9%; alcohol and non-food VAT is 21%.
【Pickup Location】
1. Use https://www.dpd.com/home/our_network for a DPD pickup location near your postcode.
2. Select the nearest pickup point and copy the address.
3. During checkout, select “Pick-Up” as the delivery option and paste the address into Comments.
【Account Balance Credit】
If there’s an issue like an out-of-stock item or damaged shipment, we’ll add credit to your account for use on future purchases.
【Shipping Fees】
Various shipping rates apply based on the destination country and order weight.
【Gift and Discount Voucher Usage】
Enter your voucher code in “Do you have a Coupon or Voucher” during checkout.
【Returns and Exchanges】
If you wish to return an item, contact us within 14 days of receipt. Non-defective returns require shipping fees paid by the buyer.
An RMA number is required for returns; we reserve the right to refuse requests without it.
【14-Day Viewing Period】
You have 14 days to decide if the product is right for you. Returns must include all packaging, accessories, and invoices.
【Non-Returnable Items】
Consumables, luxury items, personal care products, virtual items, and unique goods cannot be returned.
Tatung Rice Cooker RMA (Return, Replacement, and Repair) Policy
Applicable to: TT Series Tatung Rice Cookers (including standard accessories) distributed and retailed within the EUI. Purpose and Scope
This policy aims to standardize the return, exchange, and repair procedures and standards (collectively, "RMA") for Tatung Rice Cookers (hereinafter referred to as "Products") in the EU market, ensuring that distributors, retailers, and end consumers (hereinafter referred to as "Customers") receive consistent and efficient after-sales service.
This policy applies to new, genuine products sold through authorized channels. It does not apply to samples, display products, non-local voltage versions intended for export, or products obtained from unauthorized channels.
II. Compliance Statement
This policy does not affect consumers' mandatory rights under applicable laws (e.g., EU Directive 2019/771 on conformity of products and legal guarantees, and consumer protection laws of Member States). In the event of any conflict between this policy and applicable laws, the applicable laws shall prevail.
III. Warranty Period and Eligibility
1) Retail (Consumer Use): Warranty against manufacturing defects and defects in materials or workmanship for 24 months from the date of purchase.
2) Accessory Warranty: Standard accessories, including the inner pot, outer pot, power cord, measuring cup, rice spoon, and steaming rack, are warrantied for 24 months from the date of purchase (scratches or surface wear caused by consumables are not covered).
IV. DOA (Dead on Arrival) Policy
1) Definition: A product that fails to function properly upon first unpacking or power-on within 14 calendar days of the invoice or delivery date.
2) Handling: After authorized testing and confirmation, the product will be replaced with a new one. If out of stock, a replacement of the same or higher quality model or a full refund will be provided (limited to the original retailer).
3) Shipping Responsibility: The company/retailer will cover the round-trip shipping costs for DOA cases. 5. Circumstances Not Covered by Warranty (Examples, Not Limitations):
b) Damage caused by incorrect voltage/frequency (e.g., using a 110V model with a 220–240V connection), non-original or improper extension cords/adapters.
c) Failure to follow the user manual (e.g., cooking without a pan, overheating due to accumulation of dirt on the outer pot or heating plate, covering the heat dissipation holes, using on an unstable surface, etc.).
d) Unauthorized disassembly, modification, or service by unauthorized repair centers.
e) General cosmetic or natural wear and tear (e.g., coating wear, color variation, scratches, stains, scale, or oxidation on the bottom of the pot).
f) Damage caused by force majeure (e.g., lightning strike, flood, fire, or power surge).
g) Damage caused by using a non-original inner pot or accessories.
VI. RMA Eligibility and Required Documents
1) Valid proof of purchase (invoice, receipt, or order receipt) and a photo of the serial number label (SN).
2) Description of the problem (including indicator light, abnormal sound, odor, error message, and reproducible steps).
3) Contact information and shipping address; commercial customers must provide company information and VAT number.
4) Photo/video evidence to facilitate remote initial inspection and rapid decision-making.
VII. Service Model and Timeline (SLA)
1) General Repair: Inspection and resolution will be completed within 5 business days of product delivery to the authorized center. Repair and return will be completed within 10–15 business days.
2) Exchange: Upon confirmation of DOA or major defects, shipment will be made within 5 business days, subject to stock availability.
3) Parts Replacement: In the event of a shortage of a critical part, an estimated part arrival date will be provided based on the manufacturer's part availability.
VIII. Shipping and Costs
1) DOA (within 14 days): The [Company/Distributor] will cover round-trip shipping, and free inspection/replacement.
2) Under warranty (not DOA): The customer will cover return shipping; return shipping will be covered by the [Company/Distributor]. Free repair/parts replacement within the warranty period.
3) Out of warranty/non-defective: The customer will cover the cost of inspection, labor, parts, and return shipping. The actual price will be quoted.
IX. Packaging and Shipping Requirements
1) Please secure the inner pot, outer pot, and lid securely with the original packaging or packaging of equivalent strength to prevent shipping damage.
2) Please clean the heating plate and inner pot, empty any remaining water and ingredients, and prevent leakage.
3) Please remove any personal stickers/accessories, and only include the standard accessories and proof of purchase.
4) Clearly mark the outer box with the RMA number and shipping/receiving information.
5) Secondary damage due to poor packaging may result in additional charges or rejection.
1) Repairable items will be prioritized. For items that are unrepairable or have unavailable parts, the manufacturer will provide a date and estimated parts arrival date.
2) Refunds will be processed only through the original source of purchase, using the original payment method, and adjusted based on device depreciation and missing parts.
11. Division of Responsibilities within Distributor/Retail Channels
1) End Consumer: Prioritize your application with the original source of purchase. The original source will assist with receiving the item, initial inspection, and data compilation before submitting an RMA.
2) Distributor/Retailer: Provide DOA replacement inventory; compile defective batch information; and cooperate with recalls/corrective actions.
3) [Company]: Provide technical support, parts supply, authorized repairs, and quality feedback analysis.
12. Information Security and Data Protection
The repair process may require recording serial numbers, purchase information, and contact information. All data will be used only as necessary for after-sales service and statutory audits and will be handled in accordance with the EU GDPR.
13. Dispute Resolution and Governing Law
This policy is governed by the laws of the Netherlands. Disputes should be resolved through negotiation. If negotiations fail, the case will be resolved by a competent court in the Netherlands.
14. Contact Information
RMA Application Portal: Online Form
Service Hours: Monday to Friday, 9:00 AM–5:00 PM (excluding public holidays)
Authorized Repair Center: TWEU