Return & Warranty Policy

退貨與保固政策

Scope: goods purchased directly from Zhiguanjia Technology Co., Ltd. via smtengo.com or the enGo Shop
Last updated: April 2026

1. Product Categories and Return Scope

Our products fall into two categories, with different return rules:

Category A — Hardware and consumables

Includes the enGo AI Smart Control System (SmartPad_01), the Shuiweiyang AI Smart Water Purification System (enGoW-601), the enGo Air Purifier (EAP-01), control tablets and their accessories, and other smart-home hardware.

Subject to a 7-day inspection period (under Article 19 of the Consumer Protection Act) and a one-year product warranty.

Category B — Food, organic goods, and perishable or short-dated items

Includes food, health supplements, fresh produce, organic agricultural products, short-dated goods and opened personal hygiene products sold through the enGo Shop.

Under Article 19-1 of the Consumer Protection Act and the Regulations Governing Reasonable Exceptions to the Right of Rescission in Distance Sales — Article 1, subparagraph 1 (goods that spoil easily or have a short shelf life) and subparagraph 6 (opened personal hygiene products) — Category B goods are not subject to the 7-day inspection period. They may be returned only where defective, as set out below.

2. Category A: the 7-day inspection period

Within 7 days of signing for the goods, you may exercise the 7-day inspection right for online transactions provided for by the Consumer Protection Act.

Conditions for return within the inspection period (all must be met)

The purpose of the inspection period is to examine the goods; it is not a trial period. Returns within the inspection period are limited to cases where:

• the goods are brand new, unopened, unused and uninstalled;
• the original manufacturer’s packaging is complete and undamaged (including film, labels and seals);
• the product itself, all parts and accessories, manuals, warranty card, free gifts and serial-number labels are complete; and
• the application is made within 7 days of the date you signed for the goods (determined by the date our customer service receives the application).

After the inspection period

More than 7 days after you sign for the goods, Category A products are covered only by the defect warranty. Please see the one-year product warranty below.

3. Category A: one-year product warranty

We provide a one-year warranty on Category A products from the date of purchase. If a defect or fault arises during the warranty period other than through human causes, we will repair or replace the product free of charge.

Repairs to some components may be carried out by replacement with spare units, so a repaired product or part may not be the same unit that was sent in. This warranty applies within Taiwan only.

Not covered by the warranty

The following are excluded from the free warranty even within the warranty period, and we may charge for parts and labour as appropriate:

1. the product serial number does not match the warranty card, or the serial number is illegible, altered or torn off;
2. damage caused by improper use contrary to the user manual or instructions, including but not limited to crushing, dropping, damp, immersion, exposure to rain, ingress of foreign objects, or loss of components;
3. scratches or wear to the casing or to accessible parts arising from normal use;
4. damage caused by use of a non-original battery, or by battery leakage;
5. damage caused by natural disaster, fire, lightning or other force majeure;
6. faults or damage arising from disassembly or repair by personnel not authorised by us, from self-disassembly, modification or alteration of specifications, or from the use of non-original accessories;
7. operating problems or faults caused by software installation, configuration or computer viruses; or
8. poor reception caused by problems with services provided by network or telecommunications operators.

Consumables and filters

Filters for the Shuiweiyang AI water purification system and the air purifier are consumables with their own replacement cycles (RO membrane 12–24 months, other filters 6–12 months) and are not covered by the one-year warranty. For hygiene reasons, filters that have been opened and used are also not eligible for return within the 7-day inspection period.

4. Category B: food, organic goods and perishable or short-dated items

When a return may be requested

Category B goods may be returned or refunded only where defective, and all of the following must be met:

• the goods were already defective on delivery (damaged, spoiled, rotten, mouldy, out of date, contaminated by foreign matter, and so on);
• we shipped in error (item, specification or quantity does not match the order);
• the goods are unopened and have not been consumed (except where the defect is evident from the outer packaging);
• the application is made to customer service within 3 days of signing for the goods and within the shelf life; and
• the original outer packaging is retained and provided, together with photographs of the goods and clear photographs of the defect as evidence.

When a return will not be accepted

We will not accept returns of Category B goods where:

1. the reason is subjective (the taste does not suit, you do not like it, you ordered by mistake, you ordered twice, and so on);
2. the goods have been opened or consumed, or cannot be kept in their original state;
3. the application is made more than 3 days after signing for the goods;
4. deterioration was caused by improper storage (for example not refrigerating or freezing at the recommended temperature); or
5. the shelf life has expired.

5. Return shipping costs

Return shipping is borne as follows:

• Defective goods, shipping errors, or damage occurring before delivery: we bear the return shipping cost and will arrange collection.
• Category A goods returned new and unopened within the inspection period: the consumer bears the return shipping cost.
• Category A warranty repairs: within the warranty period the consumer bears the outbound cost (sending the item to us), and we bear the return cost after repair.

6. Refund method and timing

Once returned goods have been inspected and accepted by us, we will process the refund within 7 working days, by the original payment method:

• Credit card: refunded to the original card. The time taken to appear on your statement depends on your issuing bank (typically 1–2 billing cycles).
• ATM transfer / bank remittance: remitted to the bank account you nominate.
• enGo Coin / reward points: returned to the original member account.

7. How to request a return

1. If you meet the conditions, contact customer service by email (service@smtengo.com) or telephone (+886-2-2751-0218) with your order number, the product category and the reason for return, attaching the necessary photographs (photographs of the defect are required for Category B goods).
2. Once eligibility is confirmed, our staff will provide return instructions, a return reference number and the delivery address.
3. Package the complete goods carefully and send them to the address specified, or wait for the collection we arrange.
4. On receipt we will inspect the goods to confirm they meet the return conditions.
5. Once accepted, the refund is processed within 7 working days. If the goods do not meet the return conditions, we will notify you and return them (with shipping in both directions borne by the consumer).

8. Special terms for supplied equipment

Where equipment is supplied by us for the purposes of a business arrangement (such as an enGo control tablet), you are responsible for keeping it in good condition. If the equipment is subsequently damaged, a compensation charge of NT$10,000 applies.

9. Order cancellation

You may contact customer service to cancel an order at any time before it ships, and any sum paid will be refunded in full within 7 working days. Cancellations after shipping are handled according to the product category under this policy.

10. Disputes

You may raise a consumer complaint or dispute using the contact details below and our staff will assist you as quickly as possible. If the matter cannot be resolved by negotiation, it will be handled in accordance with the Consumer Protection Act, and the parties agree that the Taiwan Taipei District Court shall be the court of first instance.

This return policy, together with our Terms of Service and Privacy Policy, forms the entire agreement between the parties. We reserve the right to amend this policy; amendments will be published on this page and take effect automatically upon publication.

Governing language. This English text is a translation provided for your convenience. In the event of any discrepancy or dispute as to interpretation, the Traditional Chinese version shall prevail.