Return Policy Page
1. Application for Returns and Refunds
1.1 Subject to the terms of this Returns & Refunds Policy and Rakuten’s Terms of Service, Buyers may request a return of purchased items (“Item”) and/or a refund prior to the expiry of the applicable guarantee period as specified in the Terms of Service.
1.2 Rakuten Guarantee is a service provided by Rakuten to assist Users in resolving certain disputes that may arise during a transaction. Users are encouraged to communicate directly with each other to resolve disagreements or, where necessary, approach relevant local authorities prior to, during, or after using the Rakuten Guarantee service.
2. Circumstances Eligible for Return
2.1 Buyers may request a refund and/or return of an Item only under the following circumstances:
The Item has not been received;
The Item was defective or damaged upon delivery;
The Item received is incomplete (e.g., missing components or accessories);
The Item delivered does not match the agreed specification (e.g., incorrect size, color, or model);
The Item materially differs from the description provided by the Seller in the listing;
The Item is counterfeit (for items sold through Rakuten-certified Sellers);
The Item has physical damage (e.g., dented, scratched, or shattered);
The Item is faulty or malfunctioning;
By mutual agreement with the Seller, with written confirmation sent to Rakuten; or
Change of mind*, subject to the Seller’s policy.
*Change of mind returns may be restricted to certain product categories and Sellers.
2.2 All return applications must be submitted via the Rakuten mobile app or website.
2.3 Rakuten will review each request on a case-by-case basis and reserves the right, in its sole discretion, to approve or reject the return or refund request.
2.4 If required, Buyers must ship the Item to a location designated by Rakuten within ten (10) calendar days of the return request.
2.5 Rakuten’s decision regarding any return or refund is final, binding, and conclusive. Buyers agree not to bring legal action against Rakuten or its affiliates regarding the decision.
2.6 In the event of legal proceedings between Buyer and Seller, Buyers may provide formal notification from relevant authorities to Rakuten to request that purchase funds be held until a determination is made. Rakuten, at its sole discretion, will determine whether funds should be held.
3. Rights of Preferred Sellers
3.1 Preferred Sellers enrolled in the Rakuten Preferred Seller Program will have received notification of their participation. If a Seller chooses to withdraw from the Program, they must notify Rakuten in writing. Participation implies agreement to the terms of this Policy. Rakuten reserves the right to suspend or remove any Preferred Seller from the Program at its discretion.
3.2 Rakuten’s approval of a refund or return request is binding on the Preferred Seller. Sellers must comply and facilitate the return or refund process as instructed.
3.3 For approved returns, Rakuten will notify the Preferred Seller via email and coordinate the return of the Item to the Seller’s provided local address. Failure to provide a valid return address or accept delivery may result in Rakuten disposing of the Item, with the Seller deemed to have forfeited all rights.
3.4 Rakuten may, at its discretion, determine that an approved Item shall not be returned to the Seller, in which case the Seller forfeits all rights to the Item.
3.5 For rejected returns where the Item has been received by Rakuten, the platform will return the Item to the Buyer.
3.6 Preferred Sellers may appeal Rakuten’s decision by submitting evidence. Any final determination by Rakuten is binding and cannot be contested.
4. Rights of Ordinary Sellers
4.1 Ordinary Sellers are Sellers who are not Preferred Sellers or Rakuten-certified Mall Sellers.
4.2 When Rakuten receives a Buyer’s request for return or refund, Sellers will be notified in writing and may respond within the stipulated timeframe. If no response is received, Rakuten will proceed to assess the request and determine eligibility at its sole discretion.
5. Condition of Returning Item
5.1 To ensure a smooth return process, Buyers should return Items, including any accessories or complimentary items, in the same condition as received. Buyers are advised to photograph the Item upon delivery for reference.
6. Return Shipping Fees
6.1 In cases of Seller error (e.g., defective, damaged, or incorrect Item), the Seller bears the return shipping cost.
6.2 For returns due to Buyer’s change of mind, the Buyer bears the return shipping cost and must obtain Seller consent prior to initiating the return.
6.3 In disputes regarding return shipping responsibility, Rakuten will determine the liable party at its sole discretion.
7. Refunds
7.1 Refunds will only be issued after Rakuten confirms that the Seller has received the returned Item. If the Seller does not respond within a specified time, Rakuten may process the refund to the Buyer directly.
7.2 Refunds will be credited to the Buyer’s original payment method, such as credit/debit card or bank account.
8. Communication Between Buyer and Seller
8.1 Rakuten encourages Buyers and Sellers to communicate directly to resolve issues regarding transactions. Rakuten acts as a platform for trade facilitation and is not a party to the underlying contract between Buyer and Seller.
This policy is global and applies to all Rakuten Users, regardless of location
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