This typology concerns scenarios where buyers wish to exercise their right of withdrawal, i.e., to cancel the sales contract and obtain a refund for it.
If the buyer has expressed their wish to withdraw within 14 days of receiving the item, you cannot refuse it under any circumstances.
In accordance with the General Terms and Conditions of Use, however, withdrawal cannot apply:
- To audio or video recordings or computer software that have been unsealed by the Buyer after delivery;
- To products made to the Buyer’s specifications or clearly personalized;
- To products that are liable to deteriorate or expire rapidly;
- To products that have been unsealed by the Buyer after delivery and which cannot be returned for reasons of hygiene or health protection;
- To products which, after delivery, and by their nature, are inseparably mixed with other products;
- To a newspaper, periodical, or magazine, except for subscription contracts for these publications;
- To alcoholic beverages for which the delivery is deferred beyond thirty days and whose value agreed upon at the conclusion of the contract depends on fluctuations in the market beyond the Seller’s control;
- To the supply of digital content not provided on a tangible medium, for which performance has begun after the Buyer’s prior express consent and express acknowledgement of the loss of their right of withdrawal.
There are two scenarios regarding the management of withdrawals, if:
- The item has not been received yet
- The item has been received
1. The item has not been received yet
Once the order has been placed, the buyer may cancel it during the first hour.
After this period, the buyer has the option to contact you directly by message or to reach out to Customer Service to communicate their wish to withdraw.
An email is then sent directly to you, in which you are asked not to ship the order. If there is no response from you within 3 days, the order is cancelled and refunded.
You can find all your exchanges directly in ‘Order Tracking‘ from the ‘All Orders‘ section of your Rakuten account:
Let’s distinguish between 2 scenarios:
- You have not shipped the order: inform Customer Service, who will proceed with the cancellation and refund themselves. To do this, click here.
- You have already shipped the order: provide the tracking number and the shipping date of the item to Customer Service. The buyer will then be informed that the item has already been shipped and that they must refuse it upon delivery or return it to you after receipt.
2. The item has already been received
The buyer has a period of 14 days following receipt of the order to submit their withdrawal request.
Withdrawals are notified directly by email. The buyer must refuse the item upon delivery or withdraw after receipt. With the exception of certain cases, return shipping costs are borne by the buyer, as indicated in the ‘Cancelling an order’ section.
The item must be returned complete, with all its accessories and documents, and in packaging identical to that of the shipment. If the item is reproducible (CD, DVD, video game, software, etc.), it must still be sealed.
The buyer then has 14 days to ship the item. If, after 14 days, the buyer has not confirmed the shipment of the item, the withdrawal request is rejected.
For the refund to be validated, a valid tracking number must systematically be provided to Customer Service.
To learn more, please visit the ‘Managing a product return‘ section of our Help page.
