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With our complimentary refund service for all members,
you can feel safe and secure if there is trouble with your order.

Customer Protection

Worry-free and Fee-free: Enjoy Shopping on Rakuten

For more details about our coverage or to submit a request for investigation,
check the links below

No Annual Fees and Three Major Areas of Coverage

  • Assistance for Undelivered &
    Defective Products
  • Up to a 300,000*
    JPY refund of
    the purchase price
  • Over 1,000 Brands
    Eligible for Counterfeit Protection

*Restrictions Apply

Rakuten is ready and willing to assist you.

Responds to four types of problems

  • The order was paid for but
    has not been delivered
  • The item delivered is different
    from the description on
    the product page.
    The item was defective.
  • The order was returned
    but there has been no
    response from the store.
  • The product is a name-brand item
    but it seems suspicious and
    could be counterfeit.

In these cases:

Contact Rakuten 90 days from the day after the date you placed your order.
After investigating and confirming that the issue is eligible for coverage, Rakuten will compensate* you for the amount of purchase up to 300,000 JPY (including shipping).

*the number of times you may request a refund each year is limited.

For more details about our coverage or to submit a request for investigation, check the links below

Shopping is Entertainment!

Shop Securely with our Customer Protection Guarantee

Start Shopping Now!

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