An online seller says returns aren't accepted. Is this correct?

What the Law Says

Japanese consumer protection law overrides private 'no returns' policies for online sales. The key rule is the statutory cooling-off period, which gives buyers a firm right to cancel without penalty.

Under the Act on Specified Commercial Transactions (Act No. 57 of 1976), sellers of goods or services via internet, phone, or mail must give consumers an 8-day cancellation right — starting the day after the buyer receives written notice of this right (which must be provided at the time of order).

This right applies even if the product is unused and undamaged — no justification is required. The seller must refund the full purchase price (including shipping fees paid by the buyer) within a reasonable time after cancellation.

A seller’s statement like 'returns not accepted' has no legal effect against this statutory right. It cannot waive or limit the buyer’s rights under the Act.

Statutory Text

The business operator shall allow the purchaser to cancel the contract… within eight days from the day following the day on which the purchaser receives the written notice.

— Act on Specified Commercial Transactions, s. 13 — Cancellation Right for Door-to-Door Sales, etc.

Statutory Text

The business operator shall, without delay, return the amount paid by the purchaser… including any transportation charges borne by the purchaser.

— Act on Specified Commercial Transactions, s. 14 — Effect of Cancellation

What to Do

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