Return and cancellation rights in Japan depend on the type of transaction and the problem involved. Do not assume that changing your mind about an online purchase gives the same cancellation rights as every other sales method. The Consumer Affairs Agency explains that the statutory cooling-off rules for certain transactions do not apply generally to mail-order sales. Check the current rules and ask a consumer adviser about your particular circumstances.

Describe the reason precisely

Separate a damaged or incorrect item from a product that works but does not suit your preferences. Write down the order date, delivery date, item name and order number. For damage, take clear photographs of the item and packaging while keeping private address information out of any public post. Save the listing and the return conditions that applied when you placed the order.

Read the applicable policy

Look for the return window, required condition, packaging requirements and who pays postage. A marketplace process may differ from direct seller contact. Check whether approval or a return reference is required before posting the item. Do not copy an address from an old parcel and assume it is the correct return destination. Some goods or situations have specific rules, so ask before opening, using or altering an item you may need to return.

Send a concise request

  1. Identify the order and item.
  2. Explain the issue using factual language.
  3. State whether you are asking for an exchange, repair, return or clarification.
  4. Attach only the evidence needed to explain the problem.
  5. Ask for written instructions, including the return address and cost arrangements.

Keep a copy of the enquiry and any response. If you call, note the date and the information provided.

Keep the process traceable

After agreement, follow the instructions and retain the posting receipt or tracking information. Check how a refund will be made and when you should contact the business if it does not appear. If the seller does not respond or the disagreement continues, collect your records for a consumer consultation service. Avoid making further payments solely because an unsolicited message claims they are necessary to release a refund. Confirm any request through the seller's established contact channel.