One or more items may be returned to you after an order has been sent. This may involve:
- A claim for a non-compliant product
- A customer return/cancellation
- A parcel that was not delivered and is being returned to the sender without the buyer having refused it.
The return of the item can be decided by you and the buyer during the amicable resolution phase, or by Customer Service if they have deemed it necessary.
The refund of the purchase may be triggered in accordance with the provisions of the General Terms and Conditions of Use, the Specific Terms and Conditions applicable to Professional Sellers, and the applicable regulations. For security reasons and to allow you to verify the condition of an item returned to you, a 48-hour period may be observed once the parcel has been delivered, depending on its price.
Warning:
If the returned product is damaged, please contact us as soon as possible.
Unlike returns for non-compliant items, a valid tracking number must systematically be provided to Customer Service for the refund to be validated, regardless of the amount.
Amounts over €200 are refunded once the item has been returned to you. For security reasons and to allow you to verify the condition of the product, a 48-hour period is observed once the parcel is delivered, before the buyer is refunded.
Warning:
If the returned product is damaged, please contact us as soon as possible.
If you receive the returned parcel, you must inform Customer Service so that they can arrange for reshipment. If you are unable to reship the item, please specify this as well.
If the buyer no longer wants the item and requests a refund, they will be refunded. Therefore, wait for the Customer Service response before reshipping the item.
In the event of an item return, the buyer will send the order back to the address indicated on your account. It is important that it is kept up to date! If you wish for the return to be sent to a different address, inform the buyer directly.
To configure your contact details, go to your Rakuten account, then enter the information in the ‘My contact details‘ section under the ‘Preferences‘ category.
