Refund policy

Returns and Exchanges Due to Product Defects or Discrepancies

We take the utmost care in ensuring the quality of our products. However, if you receive an item that is defective (e.g., stained, damaged), incorrect, or has any other issues, please contact us through our inquiry form within 10 days of receiving your order.
Please note that exchanges may not be possible depending on stock availability. In such cases, we will issue a refund instead.

Returns, exchanges, and refunds are not accepted in the following cases:

• More than 10 days have passed since product delivery
• Item has been used, washed, or tags have been removed
• Item has been damaged or soiled after delivery due to customer handling
• Issue occurred after use and is not a manufacturing defect
• Returns due to customer preferences (e.g., wrong size, different image, order mistakes)

Damaged or Soiled Shipping Box

If the shipping box is damaged at the time of delivery, please inspect the contents immediately.
If there are issues with the product, please contact the shipping carrier directly.
Note: Items sent via mail service (e.g., mailbox delivery) are not eligible for compensation for damage or loss.

How to Request an Exchange or Return

Please provide the following information to our customer support:

• Your full name
• Registered email address
• Order number
• Product name
• Details of the damage or defect
• Attach a photo of the defective area (JPG, JPEG, PNG / Max 2MB)

Inquiry Form: https://store.ratatan.jp/pages/contact

We will respond within 3 business days after receiving your inquiry.