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
Platform Rules
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
Yahoo Auctions
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