Refund and Exchange Policy

【Yi Lai Technology Co., Ltd. Refund & Exchange Policy】

This Refund & Exchange Policy (the “Policy” ) is established by Yilai Technology Co., Ltd. (the “Company” ) pursuant to the PointCool Service Agreement , the Refund & Exchange Policy of Yilai Technology Co., Ltd. , and the PointCool Membership Terms . It explains the principles and procedures applicable to refunds and exchanges consumers when use the Company's services for virtual items and proxy-purchased physical goods . By using any services provided by the Company, you are deemed to have read, understood, and agreed to this Policy in full.

Article 1 Service Categories

The Company's services are categorized as follows:

  1. Virtual services and virtual items: including but not limited to points cards, top-up/recharge codes, serial numbers, account top-up services, and digital gift products.

  2. Proxy-purchased physical goods: including but not limited to goods ordered from overseas websites and physical goods acquired through project-based proxy purchasing.

Article 2 Terms for Virtual Items

  1. No returns/exchanges after delivery. Once a virtual item is delivered, it can be immediately identified, consumed, or used and cannot be restored to its original state; therefore, returns or exchanges are not accepted. Pursuant to Article 2, Subparagraph 5 of the “Regulations on Reasonable Exceptions to the Right to Cancel for Distance Sales” , such items are provided only with the consumer's express consent and are not subject to the 7-day right of rescission.

  2. For Company-provided proxy top-up or activation services , related costs arise upon provision and are irreversible; therefore, no refunds will be issued.

  3. Consumers must confirm denomination, platform compatibility, region, and usage restrictions before purchase. If the item cannot be used due to misuse or selection error, the consumer bears responsibility.

  4. If an abnormality occurs after delivery , the Company will make reasonable efforts to relay the issue to the supplier; however, no outcome is guaranteed .

  5. As noted above, where digital content or online services are provided upon consent, the consumer may not rescind the contract.

Article 3 Terms for Proxy-Purchased Physical Goods

  1. Consumers are advised to record the entire unboxing process upon receipt (from pickup through inspection). In case of material defects, provide the video or other supporting evidence.

  2. “Material defects” refer to damage, incorrect specifications, functional abnormalities, or other obvious inconsistencies with the order. Non-functional issues (eg, packaging blemishes, subjective dislike) are excluded.

  3. If items are returned due to non-collection for personal reasons, redelivery postage and fees are borne by the consumer.

  4. Proxy purchasing is a mandate contract under the Civil Code. Because purchases are made from third parties per the consumer's instructions, the 7-day rescission right under Article 19 of the Consumer Protection Act does not apply .

  5. If damage occurs during transport and is not a product defect, please claim directly against the logistics carrier ; the Company will provide relevant documents to assist.

  6. If goods are seized, returned, or destroyed due to customs inspection or orders from competent authorities, the associated risks are borne by the consumer.

  7. If the supplier agrees to handle returns/exchanges, the Company will assist; however, related costs (eg, international freight, customs/brokerage fees) are borne by the consumer , and whether a return/exchange is approved is subject to the supplier's final decision .

Article 4 Suspicious Transactions & Holding Mechanism

  1. Upon detecting unknown identity, repeated operations, abnormal fund flows, or suspected fraudulent transactions, the Company may suspend refunds and initiate an investigation, notifying the user. The investigation will generally not exceed 30 days .

  2. Refunds require cooperation with payment gateway verification ; processing typically takes 2–3 weeks .

  3. Where a transaction involves criminal complaints, money laundering, or card fraud , the Company will report to the police and freeze funds in accordance with law.

  4. If payment was made via convenience-store code, ATM, etc., and frequent refund requests follow, the Company may, under its risk-management mechanism, require additional identity verification . If the user does not cooperate or discrepancies arise, the Company may defer or refuse subsequent refunds and related services.

Article 5 Refund Methods & Procedures

Except where refunds are legally prohibited, once a refund is approved by the Company, it will be processed as follows:

  1. Bank transfer payments: refunded to the original account , approximately 7–14 business days .

  2. Credit card payments: refunded by the issuing bank ; timing depends on each bank.

  3. E-payment/e-wallet: refunded to the original payment account .

  4. Convenience-store code payments: please contact customer support . For uncollected orders , funds will be temporarily credited to the user's website account balance; the user may later request withdrawal to a bank account.

  5. Bank refunds require a photo of the remitter's own bank account information (including name, account number, branch, and financial institution).

  6. If the user has no bank account , the refund will be temporarily stored as account balance until the required information is provided.

  7. For security and audit reasons, the Company does not provide cash or in-person refunds.

  8. If the refund is not due to Company error or product defect, and the payment method is convenience-store code, ATM, online bank transfer , or other channels that cannot be auto-reversed , an interbank transfer fee of NT$15 and the payment gateway processing fee (per the gateway's prevailing rates) will be deducted from the refund.

Article 6 Refund Data Review & Anti-Fraud Management

  1. Refund information must match the original order ; otherwise, it will not be processed.

  2. If repeated cancellations or abnormal refund patterns are found, the platform may reasonably suspect unlawful use , suspend processing , or notify authorities .

  3. The Company will protect user data in accordance with law; reviews are for internal use only , and the Company may report to law enforcement or take legal action when necessary.

Article 7 Governing Law & Jurisdiction

  1. This Policy is governed by the laws of the Republic of China (Taiwan) . If any provision is invalid, the remainder remains in force.

  2. Disputes arising from this Policy shall first be resolved through good-faith negotiation . If unresolved, the Taipei District Court, Taiwan shall be the court of first instance.

  3. For matters not covered herein, the principle of good faith shall apply. The Company reserves the right to amend this Policy.

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