Refund for Undelivered or Defective Products Customer Protection

Service Outline

If you have not received your order or you have received a defective product after making payment, you may be eligible for refund.
Rakuten Global Market will compensate the amount of purchase according to pre-defined conditions after investigating the issue.

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

Refunds will be in for the amount of the order, subject to the following conditions. 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. Please see additional terms below.

Eligible scope of refund

Four types of problems may qualify for refund under the Customer Protection Policy

  • ico1

    1. The order was paid for but has not been delivered

    Undelivered Orders

    *Applications should be made within 10 days of your order or payment cannot be accepted.

  • ico2

    2. You received an item different from the description on the product page, or you received a defective product.

    After making payment and receiving your product, you discover the product is damaged, defective, or does not match the description of the item you ordered.

    • You received an item you did not order (For example, you received a camera instead of a TV.)
    • You received an item that is clearly a different version or differs from the product description. (For example: Different version than the one described on the product page or a used item instead of new.)
    • You received an item with insufficient parts, attachments, etc. (For example: Although you ordered a PC with a keyboard, the order did not come with a keyboard.)
    • You received an item that does not work properly during initial use*. (For example: You cannot turn the PC you received on, etc.)
    • You received an item that does not work properly after initial use*. (For example: You cannot turn the PC you received on, etc.)
    • You received a damaged or defective item. (For example: The flower vase ordered was broken.)

    Rakuten Global Market may ask you to return the product to the return address specified by Rakuten Global Market.

  • ico3

    3. The order was returned but there has been no response from the store.

    You have returned the item, but the shop has not delivered a replacement.

    You have not been refunded the amount agreement upon with the shop or the shop has offered you an insufficient refund.

Not eligible for refund.

If your order meets any of the following conditions, it 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 of the date of the order.
  • Payment has not been made and so there are no monetary damages.
  • If the order was canceled before payment was made and there are no monetary damages.
  • The customer does not return the order, or the returned item is not in its original state (product, outer and inner boxes, packing materials, the statement of order, warranty, receipt, etc.)
  • Rakuten Global Market confirms that the shop has already addressed the customer's complaint.
  • The item delivered does not have a problem. (The item delivered is the same as described on the product page.)
  • The customer is not satisfied with the product but the product does not have a problem (For example, the customer is not satisfied with coloring, texture, taste, smell, the item does not fit, etc.)
  • The order was for services, digital content, gift certificates, complimentary items, or similar (except for rental merchandise).
  • The customer filed for a refund (return of charge) from a credit card company.
  • The customer has already received a refund other than this service.
  • The customer does not provide detailed information related to their refund claim (For example: We may ask the customer to submit the images of the product and the statement of delivery.)
  • The number of refund claims exceeds five times annually.
  • Rakuten Global Market discovers the customer filing the claim has previously filed false claims or that the customer is otherwise ineligible for a refund.
  • Basis for the claim was due to a natural disaster, abnormal climate, planned blackout, or other unavoidable cause.
  • Hometown tax reduction (in Japanese "ふるさと納税") is exempted from this program.
  • The product is sold as used

Refund method

Refund will be made using 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
    The customer needs to be registered as a Rakuten Member at the time of the grant.
  • 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 refund by cash is only available for customers who have a personal bank account under their name in Japan.

Claim conditions

Prior to filing a claim, the customer must contact the shop from which the order was placed

note 1 ico01 Ordered from
Rakuten Global Market
 
2 ico02 After payment is made, a problem occurs (e.g. the order does not arrive, etc.) ・My order has not arrived.
You received an item different from the description on the product page or you received a defective product.
・The shop has not responded to you.
Please check the details regarding refund coverage and products not eligible for refund.

・Please keep your order in the same condition as when it arrived.
(The product itself, outer and inner box, packaging materials, order sheet, warranty card, receipt, etc.)

When returning your order, we ask that you restore the product as closely as possible to the condition in which it arrived. In addition, we may ask you to send images of the product and the order sheet during the investigation process.
3 ico03 You contact the shop from whom the purchase was made, but are unable to resolve the issue If you have experienced the issues above, first contact the shop where you purchased the product
You can find the contact information for the store by going to purchase history. Click here for more details.
If you have not heard from the store after three business days (except during a long holiday) even when you attempt to make contact during shop business hours or you are not satisfied with their response, proceed to the next step for submitting your claim.

When you receive your shipment, check the order immediately and contact the shop promptly if you need assistance or have questions.
・Each store has differing times of availability for correspondence and contact.
4 ico04 You now file a claim with Rakuten Global Market Claims must be submitted within 90 days from the date of the order.
Click here to check the steps for submission.>>

・We accept claims for refund only after the payment is completed (or settled).
The refund claim will be declined if payment is found to have not been made.
Please check the details before submitting your claim.
arr
note 1 ico01 Ordered from
Rakuten Global Market
2 ico02 After payment is made, the problem occurs (e.g. the order does not arrive, etc.)
・My order has not arrived.
You received an item different from the description on the product page or you received a defective product.
・The shop has not responded to you.
Please check the details regarding refund coverage and products not eligible for refund.

・Please keep your order in the same condition as when it arrived.
(The product itself, outer and inner box, packaging materials, order sheet, warranty card, receipt, etc.)

When returning your order, we ask that you restore the product as closely as possible to the condition in which it arrived. In addition, we may ask you to send images of the product and the order sheet during the investigation process.
3 ico03 You contact the shop from whom the purchase was made, but are unable to resolve the issue
If you have experienced the issues above, first contact the shop where you purchased the product
You can find the contact information for the store by going to purchase history. Click here for more details.
If you have not heard from the store after three business days (except during a long holiday) even when you attempt to make contact during shop business hours or you are not satisfied with their response, proceed to the next step for submitting your claim.

When you receive your shipment, check the order immediately and contact the shop promptly if you need assistance or have questions.
・Each store has differing times of availability for correspondence and contact.
4 ico04 You now file a claim with Rakuten Global Market
Claims must be submitted within 90 days from the date of the order.
Click here to check the steps for submission.>>

・We accept claims for refund only after the payment is completed (or settled).
The refund claim will be declined if payment is found to have not been made.
Please check the details before submitting your claim.
arr

How to File a Claim for refund

Please be sure to file a claim with Rakuten Global Market after you contact the shop during their business hours and they have not responded after three business days (excepting a vacation or holidays) or they do not offer a satisfactory response.

flow
Contact Rakuten Global Market if a problem occurred after payment is complete.
We will provide information for the next step. It may take a few days for us to respond
In some cases we may ask the customer to submit necessary documents for investigation or to return the order.
Based on the information you submitted, we will conduct an investigation and notify the customer of the results by email.
Please check the details regarding the refund. The order needs to be sent to the return address specified by Rakuten Global Market.
flow01
Contact Rakuten Global Market if a problem occurred after the payment is complete.
We will provide information for the next step. It may take a few days for us to respond
flow02
In some cases we may ask the customer to submit necessary documents for investigation or to return the order.
Based on the information you submitted, we will conduct an investigation and notify the customer of the results by email.
flow03
Please check the details regarding the refund. The order needs to be sent to the return address specified by Rakuten Global Market.

If Rakuten Global Market determines that a claim is eligible for refund, the customer needs to return the order to the return address specified by Rakuten Global Market.

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

Frequently Asked Questions

Send a question regarding Customer Protection >>

Note:
(1) Please note that the scheduled shipment and delivery dates for orders purchased through Rakuten Ichiba only apply to orders shipped within Japan. Delays for direct overseas shipping are not eligible.
(2) Only delays for domestic shipping are covered. Delays that occur while using forwarding services used for overseas shipments are not eligible for refund.

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