【楽天市場】ブランド模倣品の補償 | 楽天あんしんショッピングサービス

Refund for counterfeit products

  Customer Protection 

About Undelivered or
Defective Products  >>

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

Products eligible for refund

For brands and items not listed here, please inquire at the separate Help Page here

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
  • 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

  • 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
  • GRAMICCI
  • grove
  • GUCCI

H

  • H.A.K
  • HaaT
  • haco.
  • hakka baby
  • hakka kids
  • 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
  • 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
  • LOVETOXIC
  • LOWRYS FARM
  • LuncH
  • Lycka

M

  • Maglie par ef-de
  • Maison Martin Margiela
  • MANASTASH
  • Manhattan Portage
  • MARC JACOBS
  • 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
  • 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
  • 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

R

  • RAGEBLUE
  • Ray-Ban
  • Reebok
  • ReFa
  • ReFa ACTIVE
  • Reflect
  • REGAL
  • repipi armario
  • Ribbon hakka kids
  • Rirandture
  • Roger&Gallet
  • ROLEX
  • Room of A
  • Roomy
  • 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
  • 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
  • UNDER ARMOUR
  • une nana cool
  • UNITED ARROWS
  • UNRELISH
  • UNTITLED

V

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

W

  • Wacoal
  • wb
  • Wing
  • WISM
  • World Traveler

X

  • XXIO

Y

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

Z

  • ZENITH

Other

  • 417
  • &Giving
  • &myera
  • 132 5. ISSEY MIYAKE
  • 24karats
  • 3can4on
  • 7-IDconcept.
  • 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
*For items not listed below, please inquire at the separate Help Page here

  • ・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 Points or cash.
We will ask the customer for their desired method of refund.

  • In the case of Rakuten Points: Rakuten will grant points to the customer's (purchaser's)account.
  • Rakuten 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

Notify Rakuten 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. (*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 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 determines a claim is eligible for a refund, the customer needs to return the order to the return address specified by Rakuten.
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.

Click here to file a claim.

Click here to file a claim for refund for
counterfeit products

ファッション
グルメ・飲料
日用品・ヘルスケア
コスメ・ヘアケア
べビー・キッズ
家電
スポーツ・アウトドア
車体・オートパーツ
住まい・ペット・DIY
エンタメ・ホビー
いつもお得に
季節の特集
ショップ・ブランド
その他