Exchange/Refund Clause
the Act on Consumer Protection in Electronic Commerce, etc. and the text of “Electronic Commerce, etc.” Article 21 of the Enforcement Decree of the Act on Consumer Protection in Commercial Transactions, etc.).
1. If the product is lost (completely destroyed to the point where it cannot function) or damaged due to the consumer’s fault (however, if the packaging is damaged to check the contents, cancellation or return is possible)
2. When the value of the product has decreased significantly due to use by the consumer
3. If the value of the product has dropped significantly over time to the point where it is difficult to sell again.
4. If the packaging of an item that can be copied is damaged
Order cancellation and return period
After ordering a product online, you can cancel the order or return the product within 7 days (Article 17 (1) of the Act on Consumer Protection in Electronic Commerce, etc.).
If the contents of the goods, etc. are different from the contents of the display or advertisement or are implemented differently from the contents of the contract, the order must be canceled within 3 months from the date the goods were supplied, and within 30 days from the date the fact was known or could have been known. You can return the product (Article 17 (3) of the Act on Consumer Protection in Electronic Commerce, etc.).
Order cancellation and return period
After ordering a product online, you can cancel the order or return the product within 7 days (Article 17 (1) of the Act on Consumer Protection in Electronic Commerce, etc.).
If the contents of the goods, etc. are different from the contents of the display or advertisement or are implemented differently from the contents of the contract, the order must be canceled within 3 months from the date the goods were supplied, and within 30 days from the date the fact was known or could have been known. You can return the product (Article 17 (3) of the Act on Consumer Protection in Electronic Commerce, etc.).
Cost of returning goods
Consumers must bear the costs required to return goods, etc. (Article 18, Paragraph 9 of the Act on Consumer Protection in Electronic Commerce, etc.).
However, if the contents of the goods, etc. are different from the contents of the display or advertisement, or if the contents of the contract are fulfilled differently, the return cost is borne by the business operator (Article 17 (3) and Article 18 of the Act on Consumer Protection in Electronic Commerce, etc. Paragraph 10).
Restrictions on claims for penalties or damages by business operators
In relation to the consumer’s withdrawal of subscription, a business cannot claim from the consumer costs such as transportation costs, packaging costs, storage costs, etc., or penalties or damages such as cancellation fees and return penalty (deductibles) [Act on Consumer Protection in Electronic Commerce, etc.] 」 Article 18, Paragraph 9 and 「Consumer Protection Guidelines in Electronic Commerce, etc.」 (Fair Trade Commission Notice No. 2023-18, issued and implemented on September 1, 2023) Ⅱ, 9, a].
Business operator’s obligation to refund product price
Internet shopping mall operators must refund the amount already paid for goods, etc., within 3 business days from the date that falls under any of the following: If you delay refunding the price of the product, you must pay a separate interest of 15% per annum for the period of delay (Article 18 (2) of the Act on Consumer Protection in Electronic Commerce, etc. and the Act on Consumer Protection in Electronic Commerce, etc. Article 21-3) of the Enforcement Decree of the Act.
If the goods were supplied by a mail order seller, the date the goods were returned.
In the case where a mail order seller supplies services or digital content, the date of cancellation of subscription, etc.
If the mail order seller does not supply goods, etc., the date of cancellation of subscription, etc.
※ Except in cases where the already supplied product is a service or digital content, upon receiving a refund request, the consumer must return the already received product (Article 18 (1) of the Act on Consumer Protection in Electronic Commerce, etc.).
If payment is made with a credit card, electronic gift certificate, etc.
If a consumer has paid for goods, etc. with a credit card or other payment method, when refunding the amount, the Internet shopping mall operator shall immediately order the payment business operator who provided the relevant payment method to suspend or cancel the billing for the goods, etc. You must request it (Main text of Article 18 (3) of the Act on Consumer Protection in Electronic Commerce, etc.).
If an Internet shopping mall operator has already received payment for goods, etc. from a payment service provider such as a credit card company, he or she must refund the payment to the payment service provider without delay and notify the consumer of the fact (Regulation 「Act on Consumer Protection in Electronic Commerce, etc.」 Article 18 Paragraph 3 Proviso).
In this case, if the business operator does not refund the payment to the payment business operator without a justifiable reason, the consumer may request the payment business operator to offset the amount to be refunded against other debts to the internet shopping mall business operator (Regulation “Consumer Protection in Electronic Commerce, etc.”) Article 18 (6) of the Act.
If the payment company neglects the above offset request without justifiable reasons, the consumer may refuse to pay the payment company. In this case, the Internet shopping mall operator and payment service provider must not take any action that disadvantages the consumer, such as treating the consumer as a person who has not paid the debt within the agreed upon date (delinquent person, bad credit, etc.) due to refusal of payment ( Regulations Article 18 (7) of the Act on Consumer Protection in Electronic Commerce, etc.
Returns during the closure period or business suspension period of the internet shopping mall
Internet shopping mall operators must continue operations such as order cancellation and returns and payment refunds even during periods of business closure or business suspension (Article 22 (1) of the Act on Consumer Protection in Electronic Commerce, etc.).
If a business conducts an act that violates the above, the Fair Trade Commission may order the business to take corrective action (Article 32 (1) 1 of the Regulations Act on Consumer Protection in Electronic Commerce, etc.).
Fair Trade Commission This is written as of February 15, 2024.