Refund for counterfeit products Customer Protection

Service Outline

You may make a claim only for certain brands and products of those brands.
After purchase, we will refund the amount purchased according to pre-defined conditions according to pre-defined conditions.

Eligibility Eligible services Upper limit on refund Upper limit on the number of claims Claim period
Order on
Rakuten Global Market
Rakuten Global Market Up to 300,000 JPY
(including shipping)
for each claim
Up to 5 Times Annually Within 90 days from the day
after the date of order
Eligibility Order on
Rakuten Global Market
Eligible services Rakuten Global Market
Upper limit on refund Up to 300,000 JPY
(including shipping) for each claim
Upper limit on the number
of claims
Up to 5 Times Annually
Claim period Within 90 days from the day after the date of order

Refund is limited to the purchase price of the product ordered by the customer. If Rakuten Global Market determines that the order is eligible for refund, the customer may be required to return the order to Rakuten Global Market. For additional details, please check wether item is eligible or not and any limits on the scope of refund.

Products eligible for refund

Only certain brands and products purchased on Rakuten Global Market are eligible for counterfeit item refunds
If you do not see your item listed below, but still want to report it as counterfeit, click here to contact us.

List of Eligible Brands

More than 1,000 brands are eligible. The brands on the list are only some of the examples. (Last updated on February 18, 2016)

A   B   C   D   E   F   G   H   I   J   K   L   M   N   O   P   R   S   T   U   V   W   X   Y   Z   Other  

A

  • Abercrombie & Fitch
  • ACCESSORIES
  • ace.
  • ACEGENE
  • ACTIVE LINK
  • adidas
  • AIR TO GROUND A-SEVEN
  • AIRWALK
  • AMO'S STYLE by Triumph
  • amphi
  • Andemiu
  • Angouleme
  • anone
  • apart by lowrys
  • Apple
  • Aquweiser-riche
  • ARCO JOY
  • arena
  • ARMANI
  • Around A
  • asics
  • ASICS tiger
  • asshu*ca
  • AUDIE TRISTESSE
  • audio-technica
  • AVIREX

B

  • B.C STOCK
  • BABYLONE
  • Balcony and Bed
  • BALENCIAGA
  • BANYARDSTORM
  • BAO BAO ISSEY MIYAKE
  • BAUME&MERCIER
  • BAYFLOW
  • BEACHFEET
  • Beats
  • blancbleu
  • BLISS POINT
  • BLUE CROSS
  • BLUE CROSS girls
  • BOTTEGA VENETA
  • BRIDGESTONE GOLF
  • Brilliantstage
  • b-ROOM
  • BUCKETFEET
  • BURBERRY
  • BURTON
  • Butterfly
  • BVLGARI

C

  • CABBAGES&ROSES
  • Calvin Klein
  • Canon
  • CAPCOM
  • CARITA
  • Cartier
  • CAT FOOTWEAR
  • Cath Kidston
  • CAXA UP
  • CELINE
  • Champion
  • chan luu
  • CHAUMET
  • CHLOE
  • CHRISTIAN DIOR
  • CHUBBYGANG
  • clarisonic
  • Clear Impression
  • Cleveland GOLF
  • COACH
  • Columbia
  • Conges payes
  • CONVERSE
  • Courreges
  • CRISPI
  • crocs
  • CUPRO FINE
  • CUTTER & BUCK
  • CW-X

D

  • Decleor
  • DENTS
  • DESCENTE
  • DESCENTE GOLF
  • deuter
  • Deuxieme Classe
  • DICE
  • DIESEL
  • Dolce&Gabbana
  • Douceur
  • Dunhill

E

  • EARTHMAGIC
  • EDIFICE
  • EDIT. FOR LULU
  • EDWIN
  • eeny&meeny
  • ef-de
  • EMILIO PUCCI
  • emmi
  • Equipee
  • ergobaby
  • Essie
  • EVISU

F

  • FED INTERNATIONAL
  • Felisi
  • FENDI
  • FIGARO Paris
  • FILA
  • FIVE WOODS
  • FJALL RAVEN
  • Flashblue
  • flufeel
  • FRAMeWORK
  • franche lippere le petit
  • FRANCK MULLER
  • FRAP BOIS half
  • FRAP BOIS zoo
  • FRAPBOIS
  • FRAY I.D
  • FRED
  • FRED PERRY
  • FROM BONUM
  • FUR FUR
  • FURLA

G

  • gelato pique
  • Glamure
  • GLOBAL WORK
  • Golden Bear
  • GOLDWIN
  • GOLF×BEAUTY BY KIDO MEGUMI
  • GORE TEX
  • goyard
  • GRAMICCI
  • grove

H

  • H.A.K
  • HaaT
  • haco.
  • hakka baby
  • hakka kids
  • HaNT
  • HARE
  • havaianas
  • Heartdance
  • Heather
  • Helena Rubinstein
  • HERMES
  • Herve Chapelier
  • HOLLISTER
  • HOMME PLISSE ISSEY MIYAKE
  • HONORE
  • HUBLOT
  • HUMMEL
  • HUNTING WORLD
  • HUSHUSH
  • HYSTERIC MINI

I

  • I.T.'S.international
  • IEDIT
  • IENA
  • IENA SLOBE
  • INBEAUTE
  • INDEX
  • INED
  • IN-EI ISSEY MIYAKE
  • inov-8
  • ISSEY MIYAKE
  • ISSEY MIYAKE MEN
  • ivory court
  • IWC SCHAFFHAUSEN

J

  • J.LINDEBERG
  • J.S.Homestead
  • Jack Wolfskin
  • JACKSON WALK JET
  • JAEGER-LECOULTRE
  • JANESTYLE
  • JEANASIS
  • Jewelna Rose
  • JOHN SMEDLEY
  • JOHNSTONS OF ELGIN
  • JOURNAL STANDARD
  • journal standard L'essage
  • journal standard luxe
  • JOURNAL STANDARD relume
  • Julbo
  • JUSGLITTY

K

  • Kanana project
  • kate spade new york
  • KATHARINE HAMNETT
  • KEI Hayama PLUS
  • KERASTASE
  • Kiehl's
  • kitson
  • kladskap
  • KOMPERDELL
  • K-WAY

L

  • LA MARINE FRANCAISE
  • La Roche-Posay
  • La TOTALIFE
  • LACOSTE
  • LADY
  • LaLaCherie
  • LANCEL
  • LANCOME
  • LANVIN SPORT
  • L'Appartment
  • le coq sportif
  • le coq sportif Golf Collection
  • LE CREUSET
  • LE SOUK
  • L'ECHOPPE
  • LEPSIM
  • L'EQUIPE
  • Les Olivades
  • LeSportsac
  • Lily Brown
  • LIMITLESS LUXURY
  • Lindsay
  • LiPLu
  • LITTLE ACCESSORIES
  • Live in comfort
  • LODISPOTTO
  • LOEWE
  • L'Oreal Paris
  • L'Oreal Professionnel
  • lotto
  • LOVESHOETORIA
  • LOVETOXIC
  • LOWRYS FARM
  • LuncH
  • Lycka

M

  • Maglie par ef-de
  • Maison Martin Margiela
  • MANASTASH
  • Manhattan Portage
  • MARC JACOBS
  • MARIE
  • MARIE CLUB
  • Marisa Grace
  • Marmot
  • MARWE
  • MAYBELINE NEW YORK
  • MCM
  • MDNA SKIN
  • me ISSEY MIYAKE/CAULIFLOWER
  • Me%
  • MEINDL
  • Mew's
  • MEZAIK
  • mezzo piano
  • mezzo piano junior
  • Microsoft
  • MiILLET
  • miki HOUSE
  • Mila Owen
  • MINNETONKA
  • MISCH MASCH
  • MIZUNO
  • Mode Classe
  • MOGA
  • MONCLER
  • MONTBLANC
  • Montrail
  • Mountain Hardwear
  • MOUOVI
  • MUNSINGWEAR
  • Mystrada

N

  • Ne-net
  • Nike
  • niko and…
  • Nikon
  • NIMES
  • Nimes et nimes
  • NINA RICCI
  • Nintendo
  • NIXON
  • Noble
  • notsobig

O

  • OAKLEY
  • Obleu
  • OBOZ
  • OKABASHI
  • Orobianco BABY
  • OZOC

P

  • PANERAI
  • PANTHERELLA
  • PAO
  • parare
  • Paul Smith
  • PEARL IZUMI
  • pearly gates
  • Penfield
  • PENTAX
  • PERIOD.
  • petit main
  • Pi.
  • Piaget
  • Pinky Girls
  • Plage
  • PLEATS PLEASE ISSEY MIYAKE
  • PLOSION de Salon
  • POLO RALPH RAUREN
  • pom ponette
  • pom ponette junior
  • PORTER
  • PROGRES
  • PROTECA
  • PUJOLS
  • puma
  • Pupil House
  • pura bianca

R

  • RAGEBLUE
  • Ray-Ban
  • Reebok
  • ReFa
  • ReFa ACTIVE
  • Reflect
  • REGAL
  • repipi armario
  • Ribbon hakka kids
  • Rirandture
  • Roger&Gallet
  • ROLEX
  • Room of A
  • Roomy
  • ROSE OTTO
  • Rottefella

S

  • SAINT LAURENT
  • Salon de Balcony
  • Salon de la Trinite/Dissy
  • SAVE KHAKI UNITED
  • SCHOFFEL
  • SCHOTT
  • SEBAGO
  • See By Chloe
  • shiseist
  • shu uemura
  • Shu Uemura Art of Hair
  • SIGG
  • SIXPAD
  • SkinCeuticals
  • SKINS
  • sloggi
  • snidel
  • SoftBank
  • Sorel
  • Spick & Span
  • SRIXON
  • SSK
  • STAR
  • Story
  • studio CLIP
  • STUDIO FIVE
  • STUSSY
  • Style
  • STYLE LAB
  • styling
  • suahhaus
  • Sunny Clouds
  • SUPER HAKKA
  • super hakka feuille
  • Supreme
  • SWANS

T

  • Tabio
  • TAG Heuer
  • TAKEO KIKUCHI
  • TaylorMade
  • THE EMPORIUM
  • THE NORTH FACE
  • THE SHOP TK
  • THRASHER
  • TIFFANY&Co
  • TOMMY HILFIGER
  • TOMMY HILFIGER DENIM
  • TORY BURCH
  • TOUCH GOLD
  • Triumph
  • TSL
  • TUMI

U

  • UGG
  • ultima TOKYO
  • umbro
  • UND'ECOR
  • UNDER ARMOUR
  • une nana cool
  • UNITED ARROWS
  • UNRELISH
  • UNTITLED

V

  • VACHERON CONSTANTIN
  • Van Cleef&Arpels
  • VANS
  • VAUDE
  • VIA DEMIZON DOUX
  • Via Demizon nino
  • VIVA ANGELINA
  • VIVAYOU
  • Vivienne Westwood

W

  • Wacoal
  • wb
  • Wing
  • WISM
  • World Traveler

X

  • XXIO

Y

  • YAMAHA
  • YOKO
  • yoshie inaba
  • YVON INED N.vague

Z

  • ZENITH

その他

  • 417
  • &Giving
  • &myera
  • 132 5. ISSEY MIYAKE
  • 24karats
  • 3can4on
  • 7-IDconcept.
  • アトリエ
  • 靴下屋
  • シロップ
  • フェリシモ/FELISSIMO
  • 無限
  • レッド・ウィング/Red Wing

List of eligible products

The brands and items listed above are only some examples of eligible items
If you do not see your item listed below, but still want to report it as counterfeit, contact us by clicking "Click here to contact us."

  • ・Clothing
  • ・neckties
  • ・belts
  • ・scarves
  • ・stoles
  • ・hats
  • ・shoes
  • ・jewelry
  • ・accessories
  • ・watches
  • ・glasses
  • ・sunglasses
  • ・bags
  • ・pouches
  • ・wallets
  • ・umbrellas
  • ・handkerchiefs
  • ・pocket planners
  • ・business card holders
  • ・pass cases
  • ・keychains
  • ・key cases
  • ・cell phone cases
  • ・strollers
  • ・baby slings
  • ・outdoor gear
  • ・sports gear
  • ・underwear
  • ・camera supplies
  • ・kitchen supplies
  • ・beauty equipment
  • ・car products
  • ・bike products

Common Conditions for All Brands
Some brands may not be eligible for coverage. Contact us regarding brands not found in the list of eligible brands If there is any difference between the translated page and the Japanese brand names, the original Japanese page will prevail.
Conditions for Some Brands
CK/Calvin Klein: Only men’s underwear is eligible. Nikon: Camera lenses and hearing instruments are not eligible. Maison Martin Margiela: Only perfumes are eligible.

Not Eligible for refund

If the order meets any of the following conditions, the order is not eligible for refund.

  • The claim is filed by a different person than the customer who purchased the item.
  • The claim is filed later than 90 days from the day after the date of the order.
  • Payment has not been made and so there are no monetary damages.
  • The order was canceled before completion of payment and there are no monetary damages.
  • The customer does not return the order
  • The product name on the product page does not mention the brand name.
  • The product does not have a brand logo (trademark).
  • The product page states that is it not a genuine product from the relevant brand, but merely mentions the brand to indicate a certain style.
  • The product is sold as used or giveaways.
  • As a result of investigation, Rakuten did not find that the shop sells counterfeit products (products that infringe on trademarks)
  • The customer has already received refund for the same product from the same shop.
  • The customer filed for a refund or return of charge from a credit card company for the same order or item.
  • The customer has already received a refund for the same order or item.
  • The customer does not provide detailed information for the refund claim (e.,g., we may ask the customer to submit the images of the product and the statement of delivery and they refuse to produce this information)
  • The number of claims for refund exceeds five times annually.
  • Hometown tax reduction (in Japanese "ふるさと納税") is exempted from this program.
  • Rakuten may refuse to refund a customer who has previously filed false claims or who Rakuten otherwise determines is ineligible.

Refund method

The refund will be made in Rakuten Super Points or cash.
We will ask the customer for their desired method of refund.

  • In the case of Rakuten Super Points: Rakuten will grant points to the customer's (purchaser's)account.
  • Rakuten Super Points will expire 6 months after they are granted to your account.
  • In the case of cash: Rakuten will deposit the refund in the personal bank account specified by the customer (The name on account must be the same as the customer’s name)
    Please note that the refund by cash is only available for customers who have a personal bank account under their name in Japan.

How to File a Claim for refund

step
Notify Rakuten Global Market of the
products suspected to be counterfeit (*1)
Click here for a claim form>> >>
We will provide information for the next step. It may take a few days.
Send documents (*2) necessary for investigation by email.
Based on the submitted information, we will conduct an investigation and notify the customer of the results by email.
Please check the details regarding refund. The customer needs to return the order to the return address specified by Rakuten Global Market. (*4)
flow01
Notify Rakuten Global Market of the
products suspected to be counterfeit (*1)
Click here for a claim form>> >>
We will provide information for the next step. It may take a few days.
flow02
Send documents (*2) necessary for investigation by email.
Based on the submitted information, we will conduct an investigation and notify the customer of the results by email.
flow03
Please check the details regarding refund. The customer needs to return the order to the return address specified by Rakuten Global Market. (*4)

*1: Please file a claim for each individual item.
*2: (1) Delivery slip: with this document we can confirm the delivery of product (delivery slip or the statement of order)
  (2) Proof: A document, photo, etc. proving the product is counterfeit.
*3 This is an independent program offered by Rakuten Inc. and individual brand manufacturers will not respond if you directly contact them. Be sure to file a claim using the form given here if you have any questions and/or want to file a claim for refund.
*4: If Rakuten Global Market determines a claim is eligible for a refund, the customer needs to return the order to the return address specified by Rakuten Global Market.
Be sure to check the details regarding refunds because there are different conditions determining eligibility and ineligibility

Prior to filing a claim, be sure to confirm if all of the following conditions are met.

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