The Rakuten Worry-Free Guarantee
You can shop our marketplace with peace of mind. We worry about all the details, so you don’t have to!
When you shop directly on our marketplace, you’re automatically covered by our Worry-Free Guarantee. That means if you have a problem with your order, we’re here for you. All you have to do is contact us, and we’ll help. It’s that simple.
Your Issue Is Our Issue
If you have an issue with an order placed on Rakuten.com/shop, we’ll sort it out for you. We’ll work with the merchant to resolve it on your behalf, because we want you to have a great shopping experience.
If a merchant doesn’t respond within two business days, we’ll step in and find you a resolution. That may include a full or partial refund, a pre-paid label for returns, or any other reasonable solution based on our sole discretion.
Rest assured that we have your back—and shop our marketplace with confidence.
Please note: The Rakuten Worry-Free Guarantee only covers purchases made on Rakuten.com/shop, our marketplace. It does not apply to purchases made at external Rakuten Cash Back partner stores. Check our Frequently Asked Questions for limitations and exclusions here.
If you have questions about our Worry-Free Guarantee, just contact us. Or if you have an issue, email us or call 1 (800) 800-0800
The Worry-Free Guarantee does not cover:
Credit Card Disputes: If you have instructed your credit card company to dispute your Rakuten charge, you cannot submit a Worry-Free Guarantee claim.
Carrier Claims: When customers refuse their shipment; when orders are delivered to the wrong address due to customer error; when customers return orders at their own expense and the shipments are lost in transit.
Return Fees: Fees that customers incur when returning an item due to buyer’s remorse/changed mind; fees incurred by customers in returning non-defective items when there is no order error.
Warranty Claims: Those beyond the seller’s return policy when a manufacturer’s warranty applies and has not expired; those when the manufacturer’s warranty has expired.
Shipping Errors: When orders are not shipped or when orders are short-shipped (don’t include all items on the packing slip), customers are eligible for order cancellation and/or full refund.
Rakuten reserves the right to suspend or terminate the Worry-Free Guarantee or to change these terms at any time and for any reason in its sole discretion.