This category covers cases where buyers wish to exercise their right of withdrawal, i.e. cancel the sales contract and obtain a refund.

If the buyer has expressed his or her wish to cancel within 14 days of receiving the item, you may not refuse it under any circumstances.

In accordance with the General Terms and Conditions of Use, withdrawal does not apply to :

• audio or video recordings or computer software which have been unsealed by the Buyer after delivery ;
• Products made to the Buyer’s specifications or clearly personalized;
• Products likely to deteriorate or expire rapidly;
• Products which have been unsealed by the Buyer after delivery and which cannot be returned for reasons of hygiene or health protection;
• Products which, after delivery and by their nature, are indissociably mixed with other Products; newspapers, periodicals or magazines, except for subscription contracts to such publications;
• The company’s products and services are available in a wide range of formats, and are available in a wide range of formats, and are available in a wide range of formats, and are available in a wide range of formats, and are available in a wide range of formats;
  to the supply of a digital content not provided on a material support whose execution began after prior express agreement of the Buyer and express renunciation to its right of retraction.

1. Item has not yet been received

Once the order has been placed, the buyer may cancel it within the first hour.

Once this period has elapsed, the buyer may contact you directly by message or contact Customer Service to express his/her wish to cancel.

An e-mail will then be sent directly to you, asking you not to dispatch the order. If you do not reply within 3 days, the order will be cancelled and reimbursed.

You can find all your exchanges directly in Order Tracking from the All my sales section of your Rakuten account:

There are 2 possible scenarios:

• You did not ship the order: inform Customer Service, who will cancel and refund the order. To do so, click here.
• You have already dispatched the order: inform Customer Services of the tracking number and date of dispatch. The buyer will then be informed that the item has already been dispatched and that he/she should refuse it on 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 in which to make a cancellation request.

Withdrawals are notified directly by e-mail. The buyer must refuse the item on delivery or retract after receipt. With certain exceptions, the buyer is responsible for return shipping costs, as indicated in the section entitled “Cancelling an order“.

The item must be returned complete, with all accessories and documents, and in the same packaging in which it was shipped. 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 the buyer has not confirmed shipment of the item within 14 days, the retraction is rejected.

In order for the refund to be validated, a valid tracking number must always be provided to Customer Service.

To find out more, go to our Help page and click on Manage a return.