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|
Rakuten Global Market
|Rakuten Global Market||Up to 300,000 JPY
for each claim
|Up to 5 Times Annually||Within 90 days from the day
after the date of order
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
|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.
For brands and items not listed here, please inquire at the separate Help Page here
More than 1,000 brands are eligible. The brands on the list are only some of the examples. (Last updated on February 18, 2016)
The brands and items listed above are only some examples of eligible items
*For items not listed below, please inquire at the separate Help Page here
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.
If the order meets any of the following conditions, the order is not eligible for refund.
The refund will be made in Rakuten Points or cash.
We will ask the customer for their desired method of refund.
*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 As this project is an independent effort of Rakuten, the brands will be unable to answer questions even if customers inquire to the brands directly. For questions, please contact us with the form provided. For compensation requests, please contact us with the form provided here.
*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