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Buyer Protection


We protect buyers within liability limits and marketplace rules.
Optional insurance available for additional transit risk coverage.

Quick Reference

  • Refunds depend on liabilities and platform rules
  • No liability for platforms without buyer protection
  • Insurance guarantees compensation for transit issues
Refund Policy

Refund Policy

Platform Rules

Platform Rules

Shipping & Insurance

Shipping & Insurance

Refund Policy

✓ Refundable Cases

Early Cancellation Request received 30+ minutes before order placement
Our Mistake Lunarcat purchased the wrong item
Address Error Incorrect shipping address provided by us
Wrong Item Shipped We shipped an item different from your order

✗ Non-Refundable Cases

Order Placed Purchase already completed on platform
Auction Bid Placed Bid cannot be cancelled once submitted
Transit Damage Item damaged during shipping without insurance
Customs Issues Item refused or destroyed by customs
Counterfeit Item Authenticity issues discovered after delivery
Important Notes:
  • All refund requests must be submitted within 48 hours of issue discovery
  • Refunds are processed within 5-10 business days after approval
  • For high-value items, we recommend purchasing insurance and/or professional appraisal services

Platform-Specific Policies

Different Japanese marketplaces have different buyer protection rules.
Lunarcat will assist with claims according to each platform's policies.

Mercari/Rakuma

Mercari/Rakuma

Yahoo Auctions

Yahoo Auctions

Other Platforms

Other Platforms

Mercari & Rakuma Protection

Buyer Protection Full refund available for clearly incorrect items
Authenticity Platform does not evaluate authenticity
Mercari/Rakuma provides appraisal options at an additional fee
Claim Process Lunarcat manages the dispute process with the platform on your behalf
Timeline Must report issues within 3 days of delivery to warehouse

Yahoo Auctions Protection

⚠️ Limited Protection:

Yahoo Auctions has no buyer protection system. Refunds are not guaranteed and depend entirely on seller cooperation.

Buyer Protection No platform buyer protection
Refund Possibility Depends on seller willingness to refund - not guaranteed
Our Role We can contact sellers on your behalf, but cannot force refunds
Recommendation Exercise extra caution with high-value items

Other Platforms

Platform Rules Each platform has its own buyer protection policies
Our Assistance Lunarcat will manage the claim process according to platform-specific rules
Examples • Amazon Japan: Strong buyer protection
• Rakuten: Varies by seller
• Surugaya: Store credit for defects
Questions? Contact us before ordering if you have concerns about a specific platform

Shipping & Insurance

Available Shipping Methods

Method Speed Tracking Default Insurance
EMS (Express) 3-7 days ✓ Full tracking ¥20,000 included
ePacket (Economy) 7-14 days ✓ Full tracking None
Surface Mail (Sea) 1-3 months ✓ Full tracking None

Lunarcat Insurance (Coming Soon)

Optional coverage for loss or damage during international transit.

Coverage Full item value for loss or damage in transit
Cost 2% of item price
Claim Process Full refund within 1 week of approved claim
Exclusions Does not cover:
• Customs seizure or destruction
• Buyer's incorrect address
• Item authenticity issues
When to Buy Insurance:
  • High-value items
  • Fragile goods
  • Irreplaceable items
  • *We do not provide insurance for risky item categories
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