【楽天市場】未着・遅延・欠陥品などの補償 | 楽天あんしんショッピングサービス

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

• Refunds will be in for the amount of the order, subject to the following conditions.
• If Rakuten determines that the order is eligible for refund, the customer may be required to return the order to Rakuten.
• Please see additional terms below.

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

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.

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

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.

have not been refunded the amount agreement upon with the shop or the shop has offered you an insufficient 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 confirms that the shop has already addressed the customer's complaint.
• The item delivered is exactly the same as shown in the description 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 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 item is sold as second-hand or New Old Stock

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

For inquiries following applications, or in the case that you wish to cancel your application, please reply to the email sent by the service representative with the details of your inquiry.

• (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.