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Lunarcat

Buyer Protection

See what protections and refund rights apply to you as our customer.

Refundable Cases

O  Refundable X  Not Refundable △   Refundable if Insured

*A case is refundable if at least one applicable condition is marked O.

Item Purchase
Cancellation requested at least 30 minutes before we purchase the item
O
Cancellation requested after we purchase the item
X
You no longer want the item
X
You ordered the wrong item and we have already purchased it
X
The item cannot be purchased for any reason
O
The seller cancels the bid or transaction
O
The seller fails to ship the item
O
We purchase an item different from the one you requested
O
Authenticity
You requested an appraisal service and an authenticity issue was found
See below
You did not request an appraisal, but an authenticity issue was found and the seller accepts a return
O
You did not request an appraisal and an authenticity issue was found
X
Shipping / Customs
We ship the parcel to an address different from the one you provided
O
We ship the parcel to the wrong address because you provided incorrect address information
X
We ship an item different from the one you requested
O
We accidentally omit a requested item from your parcel.

If the missing item is found in our storage, we will ship it free of charge.

O
An item is seized by customs

Airsoft guns seized by customs are covered under the Airsoft Compliance policy (US only).

X
An item is damaged during a customs inspection
△
An item is damaged or lost during shipping
△
An item is stolen during shipping
△
An item is stolen after the parcel is marked as delivered
X
You exercise the EU 14-day right of withdrawal
See below
Item Condition
The item condition materially differs from the seller’s description
O
An item is damaged due to inadequate packing by us
O
An item is damaged or lost while in our storage due to our handling
O
An item deteriorates after being stored for more than two weeks

*We do not provide temperature or humidity control.
This includes mold and all other forms of deterioration.

X
You receive an item different from the one you requested
O
Visible damage was shown or reasonably identifiable in the product listing
X
A new item has a functional defect
O
A used item has a functional defect
X
Returned Parcel
The carrier refunds the shipping cost
O
The carrier does not refund the shipping cost
X
Unshippable Items
The item is found to be unshippable after purchase
See below

Authenticity

Appraisal is available on Mercari/Yahoo/Rakuma.
Only limited categories and brands are supported. See Authenticity and Appraisal for details.

Refunds for authenticity issues are available only if you requested an appraisal service when placing the order and that service identified an authenticity issue.

Insurance

Lunarcat Insurance covers items that are lost or damaged during shipping.
It provides compensation for covered damage within one business day.
See Lunarcat Insurance for details.

Airsoft Compliance

We charge ¥2,000 per airsoft gun for Airsoft Compliance services (US only).
Under this policy, all airsoft guns are checked and modified to comply with the US Federal Law.
If customs seizes your airsoft gun, a refund will be provided for the item cost and purchase fee.

EU 14-day Right of Withdrawal

We respect the EU Right of Withdrawal.

Under applicable European law, you may request a refund without providing a reason.
This right may be exercised until 21 days after the item is marked as received at our office, or 14 days after delivery to the delivery address, whichever occurs first.

If you exercise this right after the item has been delivered to the delivery address, we will process the refund only after the item has been physically returned to our office. You are responsible for all return-related costs, including postage, packing, insurance, customs clearance, duties, taxes, and import fees.

Refunds will be issued through the original payment method.
Wise payments will be refunded in JPY, and PayPal payments will be reversed.
You are responsible for any losses resulting from exchange-rate fluctuations and payment-processing fees.

If there is a problem with your item, please contact us, and we will make reasonable efforts to resolve the issue.
While we will provide refunds as required by applicable law, abuse of this right or fraudulent claims may result in termination of your account and refusal of future service.

Returned Parcels

If a parcel is returned after shipment, any refund of the shipping cost depends on whether the carrier refunds that cost.

Shipping costs are generally refunded when a shipment cannot leave the country due to external circumstances, such as war or a carrier service suspension.
However, no refund will be provided for items rejected by export customs because they are prohibited or otherwise unshippable.

If the carrier refunds the shipping cost, we will pass that refund on to you.
If the carrier does not provide a refund, we cannot refund the shipping cost.

Related service fees, including insurance, packing, customs declaration, and similar shipment service fees, will be refunded so that you are not charged twice if the parcel is shipped again.

Unshippable Items

We generally do not purchase items that cannot legally or practically be shipped.
However, if an item is found to be unshippable after purchase, see the Final Solutions Page.

Purchase-related fees will not be refunded, but we may assist you in selling the item within Japan.
If the item is sold, we will refund the sale proceeds after deducting platform fees of 10% and applicable shipping costs.
You are responsible for payment-processing costs, including PayPal fees.

For large items that require paid disposal, a disposal fee of ¥1,000 plus ¥150 per kilogram, rounded up to the next whole kilogram, will be charged.
Disposal is otherwise free.

Payment Processor Fees

We use an authorization and capture payment process for PayPal payments.
This process allows us to either (a) capture only the amount actually due or (b) void the payment authorization.

In rare cases, an order may need to be cancelled after the payment has already been captured.

In such cases, PayPal’s non-refundable fees may result in a financial loss even if we reverse the full amount we received.
We are not responsible for that loss.

This type of loss does not apply to Wise payments.

See the Payment Guide for details.

Chargebacks

We have maintained a zero-chargeback record since the business began operating in June 2025.
We attribute this record to our refund policy and our commitment to taking responsibility when we make an error.

If anything goes wrong, please contact us, and we will make reasonable efforts to resolve the issue.
Fraudulent or abusive chargebacks may result in termination of your account and refusal of future service.

Still Need Help?

Our goal is to create an environment where you can shop with confidence.

If you are not satisfied with your experience or believe your situation is not covered above, please contact us.
We will review your case individually and make reasonable efforts to reach a fair resolution.

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