1. When Refunds May Apply

Refunds may be granted for:

• Damaged or defective items
• Wrong item delivered
• Item significantly differs from listing

Refunds are not available for:

• Buyer change of mind
• Shipping or customs delays beyond seller control
• Perishable, digital, or custom items unless misdescribed

2. How Buyers Request a Refund

1. Contact the seller via GaijinMall messaging and explain the issue.
2. Provide evidence (photos, videos, tracking, receipts).
3. Do not return the item until both parties agree or GaijinMall provides instructions.

3. Seller Responsibilities

• Respond promptly to refund requests.
• Confirm refunds after item receipt or verification.
• Clearly state refund/return conditions in listings.

4. Agreement Before Any Return

Before returning an item, buyer and seller must agree on:

• Reason for return
• Who pays return shipping
• Amount to be refunded (full/partial) and whether shipping is included
• How refund will be paid (through GaijinMall's payment system)
• Return instructions (address, carrier, tracking)

5. What the Refund Covers

Original shipping, customs duties, and service fees may be non-refundable unless misdescribed. Return shipping costs follow the buyer-seller agreement. Currency exchange, bank charges, and transaction fees are outside GaijinMall’s control.

6. Mediation by GaijinMall

If parties cannot resolve an issue, GaijinMall may mediate by reviewing evidence and making a decision. Platform decisions are final within GaijinMall; legal remedies may still be available outside the platform.

7. Handling of Funds

• GaijinMall may place temporary holds until cases are resolved.
• Payouts may be adjusted to complete refunds.
• Refunds are issued through the original payment method.

8. Evidence Requirements

Provide clear, time-stamped photos/videos, proof of delivery/tracking, and honest information. Altered or incomplete evidence may lead to denial.

9. Chargebacks & Duplicate Claims

Buyers must not file a chargeback and a GaijinMall claim for the same order. GaijinMall may close the internal case if a chargeback is filed and may recover any overpaid amounts.

10. Abuse of Policy

Accounts may be restricted or suspended for false/repeated claims, seller misrepresentation, ignoring mediation outcomes, or bypassing GaijinMall systems.

11. Non-Returnable Items

Perishables, digital goods, personalized items, or items marked final sale cannot be returned unless defective or misdescribed. Illegal/prohibited goods may be canceled immediately without refund.

12. Records & Privacy

All refund communications must occur via GaijinMall messaging to keep records for mediation. Evidence and messages may be used to resolve disputes consistent with our Privacy Policy.

13. Contact

GaijinMall Support • [email protected] • Tokyo, Japan