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Return & Exchange Policy

Our rules for returns, exchanges, refunds and delivery. Please read before ordering.

Returns and exchanges

  • You may request a return or exchange within 7 days of receiving your order (weekends and holidays included). To apply, contact us within the 7 days (phone and email are at the bottom of this page); once we confirm, send the goods back as instructed.
  • The 7 days are a period to reconsider your purchase, not a trial period.
  • Brand-new, unopened items in intact packaging (including a change of mind): returnable or exchangeable within 7 days.
  • Wrong item sent: returnable or exchangeable within 7 days.
  • Quality problems with an unopened item: returnable or exchangeable within 7 days. Sediment in soy sauce is normal and is not a quality defect.
  • Opened items cannot be returned or exchanged. Soy sauce is a food product: once the cap seal is broken, the packaging is damaged or there are signs of use, it cannot be returned or exchanged for food safety and hygiene reasons.
  • Damage or leakage in transit: please check the outer carton when you sign for the parcel. If it is damaged, wet or leaking, refuse delivery and tell us the same day. We handle the replacement shipment and the claim with the carrier. Our soy sauce is naturally brewed without additives, and in Taiwan's hot, humid climate a leak can quickly cause mold and odor that affects the whole box, so please let us know as early as possible.

Return shipping and packing

  • For brand-new, unopened returns within 7 days (including a change of mind), we pay the return shipping.
  • For a wrong item, a quality problem, or damage or leakage in transit, we pay the return shipping.
  • Please pack returned goods firmly with protective padding (such as bubble wrap) and include the original packaging and any gifts. If goods are damaged on the way back because of poor packing, we will contact you about how to proceed.
  • If an order of 6 or more bottles shipped free and you return part of it within 7 days for a reason other than a quality problem (such as a change of mind), leaving fewer than 6 bottles, we will charge the shipping fee for that order. This does not apply to returns because of a quality problem, a wrong item or damage in transit.
  • If a parcel is returned because the delivery details were wrong or nobody was available to receive it, the shipping both ways is paid by the customer.

Refunds

  • We file your refund within 15 days after we receive the returned goods (or your cancellation notice).
  • If you paid by bank transfer, the refund goes to your own account and we cover the transfer fee.
  • After a return or refund, we issue an invoice allowance or void the invoice as required.

Dispatch, delivery and shipping fees

  • Items in stock ship within 3 to 5 business days after we confirm payment.
  • Every product is naturally brewed and ferments for 6 months to 3 years, so when a batch is ready to ship depends on how fermentation is going. If we cannot ship on schedule, we will tell you the new expected date.
  • We deliver with Kerry TJ Logistics; delivery usually takes 3 to 5 business days after dispatch (mainland Taiwan, non-remote areas). Outlying islands and remote areas take longer; the carrier will let you know.
  • Orders of 6 or more bottles ship free (mainland Taiwan, non-remote areas only). The shipping fee for smaller orders is shown in your cart and at checkout.
  • Shipping to outlying islands (Penghu, Kinmen, Matsu) and remote areas is charged separately according to the carrier's rates. We will tell you the actual fee after you order and ship only once you agree; if you do not agree, you may cancel the order for a full refund.
  • If an item is out of stock, we will tell you by email (or by text message if you have no email on file) as soon as we receive your order. You can change the order, wait for restocking, or cancel; a cancelled order is fully refunded and we file the refund within 15 days. If an out-of-stock item leaves you with fewer than 6 bottles, you may add items to reach 6, or have everything shipped together once the item is back in stock.
  • If shipping is delayed by more than 14 days beyond the expected date, you may cancel the order for a full refund, and we file the refund within 15 days.
  • Please make sure your address and phone number are correct and that someone can receive the parcel during the daytime.

If you have any questions, please call, email or message us on LINE:08-706-2222　contact@royaljade.com.tw　LINE Official Account @royaljade
Phone hours 9:00–16:00

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