Refund policy
Return, Exchange, and Refund Policy
(Last updated: November 1, 2025)
Taiwan Heyaruto Co., Ltd. (hereinafter referred to as "the Company" or "RAGTAG") provides sales services for pre-owned items (i.e., second-hand goods) in Taiwan. This policy (hereinafter referred to as "this Policy") sets forth the standards for returns, exchanges, and refunds when customers purchase products at the Company's physical stores and e-commerce platform. Customers (hereinafter referred to as "users") are deemed to have agreed to the contents of this Policy upon purchasing products.
1. About Pre-owned Products
The products sold by the Company are pre-owned. Users understand and accept that products may have signs of use or minor stains due to normal usage. We strive to describe products in detail on the product page. Return or exchange requests due to personal reasons (such as incorrect size, not as expected, etc.) are generally not accepted. Users should place orders only after fully understanding the product description.
2. Acceptable Situations for Returns or Exchanges
According to the Taiwan Consumer Protection Act, the Company only accepts returns or exchanges under the following circumstances:
There is a significant discrepancy between the product description and the actual product received, or a delivery error has occurred.
The product has a major defect that renders it unusable.
Other issues confirmed to be caused by the Company's negligence.
If any of the above situations apply, users must contact the Company within 7 days of receiving the product. Requests for returns or exchanges made after this period may not be accepted. In addition, users must ensure that the returned product is unused, includes all accessories and original tags, and is returned according to the Company's specified return method.
3. Exchange and Repair Services
(1) Exchange
As most products sold by the Company are unique or specific styles, we are generally unable to provide exchanges for the same product. We appreciate your understanding.
(2) Repair Service
If the product can be repaired, the Company will bear the repair costs; if it cannot be repaired, the Company will process a refund for the user.
4. Refund Methods
(1) Refunds for Credit Card Payments
The Company will cancel the transaction or process a refund as appropriate. If the refund is processed after the credit card settlement deadline, the refund amount will be returned in the following month or later.
(2) Refunds for Bank Transfer or Cash on Delivery
Refunds will be made to the bank account provided by the user. Users must provide accurate bank account information and related details.
(3) Shipping Fee Responsibility
Company's fault: If the return is due to product defects, delivery errors, or other reasons attributable to the Company, the return shipping fee will be borne by the Company.
User's personal reasons: For reasons such as disliking the product or the size not matching expectations, the return shipping fee must be borne by the user.
5. Situations Where Returns Are Not Accepted
The Company does not accept return or exchange requests in the following situations:
Return requests made for personal reasons (e.g., incorrect size, appearance not as expected, etc.).
Return requests made more than 7 days after the product has been received.
Minor damage, stains, or other product characteristics that have been described on the product page.
Missing product tags, missing accessories, or products that have been used and thus affect their resale value.
Other situations reasonably determined by the Company as not meeting the conditions for return (such as product damage caused by improper storage environment).
6. Purchases by Underage Users
If the user is a minor (defined in Taiwan as under 20 years old), they must obtain the consent of a legal representative (such as a parent or guardian) before making a transaction. For details, please refer to the Company's Terms of Service.
7. Policy Revisions
The Company reserves the right to update this Policy at any time in response to legal changes or business needs. In the event of significant changes, relevant content will be announced on the official website. If users continue to use the service after the policy update, they are deemed to have agreed to the updated policy.
8. Contact Information
If you have any questions regarding returns, exchanges, or refunds, please contact us:
Taiwan Heyaruto Co., Ltd.
22853452 (Postal Code)
5F-2, No. 248, Section 3, Nanjing East Road, Songshan District, Taipei City
Phone: 02-2778-8363
Email: [Contact Email]
