Conditions for returning telephone shopping purchases?

What the Law Says

Japanese law gives consumers special protection for remote purchases like telephone shopping. The Consumer Contract Act sets clear rules for cancellation rights and seller obligations.

Under the Consumer Contract Act, consumers who purchase goods via telephone (or other non-face-to-face methods) have a statutory right to cancel the contract within 8 days after receiving the goods.

To cancel, you must send written notice (e.g., letter, email if agreed) to the seller before the deadline. The notice must clearly state your intention to cancel.

You must return the item in unused, undamaged condition with all original packaging and accessories. The seller is responsible for covering return shipping costs.

The seller must refund the full purchase price—including delivery fees—within a reasonable time after receiving the returned item.

Statutory Text

The consumer may cancel a consumer contract concluded by means of telephone solicitation… within eight days from the day on which the consumer receives the goods.

— Consumer Contract Act, s. 9 — Cancellation Right for Telephone Solicitation

Statutory Text

The business operator shall bear the necessary expenses for returning the goods.

— Consumer Contract Act, s. 10 — Return Expenses

Statutory Text

The business operator shall return the money paid by the consumer without delay after receiving the returned goods.

— Consumer Contract Act, s. 11 — Refund Obligation

What to Do

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