1. Shipping & Commitment

We act as your proxy to purchase items from Japanese sellers and arrange international shipment to you. This process involves domestic shipping in Japan, inspection at our warehouse, and international export.

Guaranteed Shipment Timeframe (30 Days)

1. While we aim to ship items as quickly as possible, we guarantee shipment (handoff to the international carrier) within 30 calendar days of your order (the "Guaranteed Shipment Timeframe"). This means the item will be physically transferred to the carrier, not necessarily delivered to your address. Please note: Delivery times after shipment are controlled by the international carrier and are beyond our control.
2. If we determine that we are unable to ship your item within the Guaranteed Shipment Timeframe, we will notify you and provide you with the option to cancel your order. You can request a cancellation by contacting us through our Help Center. In such case, you may be eligible for a refund in accordance with this Refund Policy.
3. For clarity, shipment refers solely to the handoff of the item to the international carrier and does not mean delivery to your address. After handoff, all responsibility and timing for delivery transfer to the carrier. Our 30-day guarantee covers only our shipment obligations; we do not guarantee international delivery timelines, which depend on carrier routing, customs processing, and other factors beyond our control.
4. Exceptions to the Guaranteed Shipment Timeframe may apply for certain items, such as pre-orders, custom or customized goods, or otherwise specially designated items. Any applicable shipment timeframe or expected shipment date for such items will be disclosed on the item detail page or at checkout prior to placing your order.
5. Any delivery dates shown on our platform (the "Platform"), including at checkout, are estimates only based on current logistics conditions and do not constitute guaranteed delivery dates.
6. Once you place an order, it cannot be cancelled for your own convenience, even before shipment. Cancellations are only permitted for shipping delays as outlined in this Section 1, or as otherwise determined by Mercari in accordance with the Terms of Service.

Shipment Delays

1. Notification of Delays: If we determine we cannot ship your item within the 30-day period, we will notify you promptly via email with:
   1. The revised expected shipment date (or notification that shipment is not possible)
   2. Your right to cancel the order for a full refund
   3. Clear instructions on how to cancel (link to cancellation form, email address, or Help Center portal)
2. Refund Processing for Cancellations: If you choose to cancel due to a delay, we will process a full refund to your original payment method within 7 business days after you submit your cancellation request. The actual refund posting to your account may take an additional 5 - 10 business days, depending on your bank or credit card company.
3. Your Acknowledgment: By placing your order, you understand and accept that if we cannot ship within 30 days, cancellation and refund are your remedies; you waive any claim for damages or consequential losses due to shipping delays.

2. When a Refund May Be Available

You may be eligible for a refund in the following cases:

1. Item Not as Described: The item you received is materially different from the listing description or photos displayed on the Platform at the time of purchase, in a way that substantially affects its usability or value (e.g., wrong color, wrong size, missing parts, major undisclosed damage affecting function). Minor variations in appearance due to lighting, angle, or device settings are not grounds for refund. Claims based solely on subjective dissatisfaction (e.g., "not as nice in person") do not qualify.
2. Item Damaged in Transit: The item arrived with visible damage, is broken or has a functional impairment caused by damage during shipment (evidenced by carrier damage reports, photos, and/or seller confirmation). Minor cosmetic marks or packaging damage that does not affect the item's function or condition do not qualify. Customers must report transit damage to us within the 14-day Inspection Window (see Section 4); failure to report within this period forfeits the right to claim transit damage.
3. Item Not Received: Your item has not arrived or was lost, and the tracking information available on the Platform shows no update beyond our Guaranteed Shipment Timeframe.
4. Counterfeit Products: The item is determined to be counterfeit based on our review. However, please note that while we strive to identify counterfeit items, we may not be able to detect all counterfeit goods and do not make any guarantees regarding the authenticity of every item.
5. Order Cancellation Following Shipment Delay: If we notify you that we are unable to ship your item within the Guaranteed Shipment Timeframe, and you choose to cancel your order in accordance with the Terms of Service and this Refund Policy, you will be eligible for a refund. This is separate from your other refund eligibility and does not require you to wait for the 14-day Inspection Window.

Eligibility for a refund is subject to the Inspection Window described in Section 4 (Resolution & Refund Process).

3. Refunds are NOT Available in the Following Cases (All Sales Final)

Important: All Sales Final. Please note that due to the nature of cross-border logistics and custom or customized items, all sales are final upon delivery, except as expressly provided in this Refund Policy or where required by applicable law. We do not provide refunds for buyer's remorse, fit issues, color preferences, or subjective dissatisfaction.

Refunds will not be issued in the following cases, including but not limited to:

1. The item does not fit (please check the size and measurement information carefully before placing your order).
2. You changed your mind or no longer need the item.
3. Minor variations in color due to display or device settings.
4. Subjective complaints about smell, feel, texture, or other sensory properties, even if unexpected, unless the item is materially defective or significantly different from the description in a way that objectively affects usability (e.g., a fabric labeled "fine wool" that is actually synthetic, causing an allergic reaction). Minor odors or textures that dissipate or are due to storage are not grounds for refund.
5. Custom or customized goods.
6. Defects outside the scope of Mercari's inspection, as described in the Terms of Service, such as:
   1. Functional issues of electronic appliances and precision instruments that are not immediately visible upon delivery (e.g., a watch that stops working after 2 weeks). We inspect items at our warehouse primarily for consistency with the listing photos; we do not test all electronic functions.
   2. Contents of sealed/unopened products (e.g., items inside a box that we did not open to inspect). We do not warranty the contents of sealed original packaging.
   3. Defects that emerge after normal use (e.g., a garment that develops a tear or stain after you wear it). We are not responsible for wear, use, or damage after delivery.

4. Resolution & Refund Process

1. Inspection Window (14 Days): Upon delivery of your item (as confirmed by tracking status or receipt of the package), you have fourteen (14) calendar days to inspect the item and determine whether you wish to request a refund (the "Inspection Window"). This is your opportunity to examine the item for any defects, damage, or issues that potentially make it eligible for a refund.
2. What 'Delivery' Means: Delivery is confirmed on the date earlier of when: (1) the carrier marks the package as delivered to your address, or (2) you confirm receipt. The 14-day countdown begins on the date of confirmed delivery, not the date you open the package or inspect it.
3. Your Inspection Obligation: You are expected to inspect the item promptly and professionally upon delivery. If you do not request a refund within the 14-day window, you forfeit the right to claim the item is defective or damaged, and the transaction is deemed final, except where required by applicable law.
4. Reporting an Issue: If you experience an issue with your item, you must:
   1. Contact us through the customer support channels made available via our Help Center within the Inspection Window.
   2. Clearly describe the issue with your order number, the specific problem (e.g., "item arrived damaged," "missing parts," etc.), and how it differs from the listing.
   3. Provide supporting documentation to verify the condition of the item and the basis of the claim.
   4. Await our response. We will review your claim promptly and will notify you of our decision. If approved, we will provide instructions on next steps.
5. Supporting Information: To process your refund claim, you must provide reasonable supporting information to verify the condition and the basis of your claim. Depending on the type of issue, this may include:
   1. Damaged/Broken Items: Photos or videos of the damage, including close-ups showing the defect. If packaging shows carrier damage, photos of the damaged box/envelope.
   2. Wrong Item/Missing Parts: Photos or videos of the item as received, showing it is not the item ordered or is missing components. Your order number and a comparison photo (product listing vs. what you received).
6. Failure to Provide Evidence: If you do not provide sufficient supporting evidence within 7 calendar days of your initial claim, we reserve the right to close your claim. You may reopen it if you provide evidence within the remaining Inspection Window.
7. Review and Verification: We review every refund claim to verify it is truthful, made in good faith, and not abusive. As part of our review process, we may evaluate whether the refund request contains any false, misleading, or materially inaccurate information, or whether the refund request was submitted in a fraudulent or abusive manner by any methods we deem appropriate. Our review may include evidence verification, fraud indicators and pattern analysis. If we reasonably determine, in our sole discretion, that such conduct occurred, the refund request may be denied. We may request reasonable identification or additional information solely for the purpose of fraud prevention or claim verification, and only where necessary.
8. Handling of the Item: In most cases, you will not be required to return the item. Depending on the circumstances, we may provide further instructions regarding the handling of the item, which may include returning the item, disposing of it, or retaining it. If we request a return, we will provide you with a return label or prepaid shipping address, or other means to ensure you incur no out-of-pocket return costs, you will ship the item to us, and, once we receive and inspect the item, we will process the refund. Any such instructions will be provided in a reasonable manner, and we will not knowingly require you to incur out-of-pocket costs without prior notice.

5. Refund Amount and Method

1. If a refund is approved in accordance with this Refund Policy, we will refund the total amount you paid for the order, including the purchase price of the item, international shipping fees, taxes, and applicable services fees, unless otherwise required or prohibited by applicable laws. However, if an order contains multiple items and only some items are eligible for a refund, the refund amount will reflect the portion of the total amount paid that is reasonably attributable to the affected items. For such partial refunds, shipping fees may be adjusted to account for the remaining items in the order, while other shared order-level charges will generally be allocated on a pro-rata basis to determine the final refund amount.
2. Approved refunds will be issued to the original payment method used for the transaction.
3. We aim to process approved refunds within seven (7) business days after the refund decision is made; however, if we request the return of an item, the refund will be processed after we confirm receipt of the returned item. Please note that the actual timing of the refund may vary depending on the payment method, payment network, and your bank, and we will process refunds in accordance with applicable law.
4. Once we process your refund, we will send you an email confirmation. You can check with your bank or card issuer if the credit hasn't been posted after 10 business days from our processing date.