The Rakuten Worry-Free Guarantee
Shop With Peace of Mind
You can shop Rakuten with confidence because we have your back. If you ever have an issue or need assistance, just contact us and we’ll help to get you a resolution. It’s that simple!
Returning an item?
We’re a marketplace, so our merchants all have their own different return policies. You can find details on a seller’s return policy and process on their store page. To get detailed instructions for locating this information, see our FAQs.
Have an order issue?
Your issue is our issue. If you have reached out to a seller and haven’t heard back within two business days, contact us. We’ll work directly with the merchant to get a resolution for you as quickly as possible.
If a seller is being unresponsive or unwilling to honor the policies on their store page, we guarantee a resolution. Possible resolutions may include a full or partial refund, a pre-paid label for returns, or any other reasonable resolution as determined by Rakuten, in its sole discretion.
Worry-Free Guarantee Exclusions
Rakuten is not the merchant/seller of any goods or services offered on our marketplace. Therefore, we have instituted the Worry-Free Guarantee claims process to assist you with any issues you may have with an order.
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.