The Rakuten Worry-Free Guarantee
Shop easy with Rakuten.
We want you to purchase confidently on our site knowing that we have your back if an issue should arise. If you need help, please get in touch with us through one of our many channels so we can help you find a resolution!
Returning an item?
Since we’re a marketplace, each merchant has a different return policy based on their store. If you have any questions about their return policy, you can check out the guidelines on each seller’s store page. Learn more about where to check merchant return policies in our FAQs.
Order Issue Not Resolved?
Your issue is our issue.
There is no problem too small. If the merchant is being unresponsive, we will step in and make things right. If you haven’t received any response from the merchant within 1 Business Day, please reach out to us directly via email or phone. We will work directly with the merchant to come to a resolution for you as quickly as possible.
We aim to keep you worry-free throughout the resolution of your problem. We will keep communication channels open and continue to be responsive throughout the process. If any questions arise, you’re in great hands.
Your satisfaction is guaranteed.
If the seller is being unreasonable, unresponsive, or refuses to accept a legitimate return/refund dictated by their policy, Rakuten.com will guarantee a resolution. We will refund the amount equal to the purchase of the item on our marketplace, on behalf of the merchant. Rakuten.com has the right to decide in its sole discretion whether you are eligible to be refunded.
Limitations to our Worry-Free Guarantee.
Our guarantee process will only be initiated if a merchant is being unreasonable, unresponsive, or if they aren’t following through with the policies listed on their store.