Start on Rakuten
Sales management
Aftersales management
Marketing solutions
Delivery and shipping
Payment
Merchant Dashboard
Merchant Quality Score
Catalog
Legal informations
Managing a return
One or more items may be returned to you after an order has been dispatched. This may concern :
- a complaint about a non-conforming product
- A retraction by the buyer
- An undelivered parcel returned to sender without any refusal action on the part of the buyer.
The return of an item may be decided by you and the purchaser during the amicable phase, or by Customer Service if it considers this to be necessary.
The refund of the purchase may be triggered in accordance with the provisions of the General Terms and Conditions of Use, the Special Terms and Conditions applicable to Professional Sellers and the applicable regulations. For security reasons and to enable you to check the condition of a product returned to you, a 48-hour delay may be observed as soon as the parcel is delivered, depending on its price.
Please note:
If the returned product is damaged, please notify Customer Service immediately!
Unlike returns for non-conforming items, a valid tracking number must always 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 enable you to check the condition of the product, a 48-hour delay is observed once the parcel has been delivered, before the buyer is reimbursed.
Please note:
If the returned product is damaged, please notify Customer Service immediately!
If you receive the parcel as a return, you must inform Customer Services so that they can organize the return shipment. If you are unable to return the item, please also state this.
If the buyer no longer wants the item and requests a refund, he or she will be reimbursed. Please wait for Customer Service to reply before sending the item back.
In the case of a return, the buyer will send the order to the address indicated on your account. It is important that this address is up to date! If you wish the return to be made to another address, let the buyer know directly.
To configure your contact details, go to your Rakuten account, then fill in the information in the Shipping and Pro Package section of the Account Settings category.
