JapanCart

Cancellation, Return and Refund Policy

Last Updated: July 10, 2026


Article 1 — Purpose of This Policy

  1. This Cancellation, Return and Refund Policy (the “Policy”) sets forth the handling of cancellation of purchase requests, product returns and exchanges, refunds, adjustments by JCP, shipping accidents, customs and clearance issues, and other related matters in connection with the purchase agency service “JapanCart” (the “Service”) operated by 1818 LLC (the “Company”).
  2. This Policy constitutes part of the JapanCart Terms of Service. Matters not provided for in this Policy shall be governed by the JapanCart Terms of Service, Shipping and Storage Policy, Pricing and Payment Conditions, Prohibited and Restricted Items Policy, Privacy Policy, and other related policies established by the Company.
  3. The Service is a service that acts as a purchase agent for products from Japanese stores, e-commerce websites, auctions, flea market services, and other third parties. The Company is not the seller, manufacturer, importer, or guarantor of the products.

Article 2 — Basic Policy

  1. After the Company places an order with a store, seller, e-commerce website, or other third party, cancellation, return, exchange, or refund due to user convenience is, in principle, not possible.
  2. Purchase agency fees, payment fees, inspection fees, photo shooting fees, packaging fees, storage fees, additional work fees, and other service fees and actual costs already incurred are, in principle, non-refundable.
  3. Product prices, domestic shipping fees, international shipping fees, fees paid to sellers, fees paid to shipping carriers, fees paid to payment service providers, and other fees paid to third parties shall not be refunded unless the Company actually receives a refund, cancellation, compensation, or recovery from such third party.
  4. Amounts not yet paid by the Company to third parties, amounts resulting from the Company’s erroneous billing, overpayment, or duplicate billing may be adjusted by refund, offset, JCP balance credit, or other reasonable method at the Company’s discretion.
  5. Even when a refund or adjustment is made, the Company may deduct unpaid amounts, fees, return shipping costs, storage fees, payment fees, remittance fees, exchange losses, additional work fees, and other deductible costs.

Article 3 — Cancellation Before Purchase

  1. Even after the user submits a purchase request, if the Company has not yet placed an order with the seller or other third party and has not yet begun substantial work, the user may request cancellation by the method prescribed by the Company.
  2. If the Company has already begun research, quotation preparation, payment confirmation, purchase preparation, communication with the seller, support handling, or other work, the Company may deduct fees, actual costs, payment fees, exchange losses, and other costs already incurred, and process the remaining amount by refund, offset, JCP balance credit, or other reasonable method.
  3. Cancellation before purchase becomes effective when approved by the Company. Cancellation is not automatically completed merely because the user has submitted a cancellation request.

Article 4 — Cancellation After Order Placement

  1. After the Company places an order with a store, seller, e-commerce website, or other third party, cancellation, modification, return, exchange, or refund due to user convenience is, in principle, not possible.
  2. Even if the seller or other third party accepts cancellation, return, exchange, or refund, the conditions, deadlines, fees, return shipping costs, refund method, and timing shall be governed by the conditions of such seller or other third party.
  3. If the Company actually receives a refund or compensation from the seller or other third party, the Company may deduct purchase agency fees, payment fees, return shipping costs, storage fees, additional work fees, exchange losses, remittance fees, unpaid amounts, and other deductible costs, and then process the remaining amount by refund, JCP balance credit, or other method for the user.
  4. If the seller or other third party refuses cancellation, return, exchange, or refund, or if no refund or compensation is actually made, the Company shall not be obligated to refund the user, except in cases of willful misconduct or gross negligence by the Company.

Article 5 — Seller-Side Cancellation and Stock Shortage

  1. Products may become unavailable for purchase due to circumstances involving stores, sellers, e-commerce websites, or other third parties, including stock shortage, sales termination, price change, quantity limit, purchase restriction, shipping restriction, payment method restriction, order cancellation, product page deletion, refusal of sale, or other reasons.
  2. In such cases, the Company will notify the user and respond by proposing an alternative product, requotation, refund, offset, JCP balance credit, or other reasonable method.
  3. Product prices or other amounts that the Company has not yet paid to the seller or other third party may be processed by refund, JCP balance credit, or other method at the Company’s discretion.
  4. Purchase agency fees, payment fees, research fees, additional work fees, exchange losses, and other costs already incurred may not be refundable.

Article 6 — Misdelivery or Clear Discrepancy With Order Details

  1. If the Company confirms a clear discrepancy between the received product and the order details, such as product name, quantity, model number, color, or size, the Company may, to the extent possible, contact the seller or other third party, request return, exchange, refund, or take other measures.
  2. Whether the seller or other third party accepts return, exchange, refund, or compensation shall be governed by the conditions and decision of such seller or other third party.
  3. Used items, auction items, flea market items, limited items, outlet items, non-returnable items, and items not covered by warranty may not be eligible for return, exchange, or refund by the seller or other third party.
  4. If it is clear that the Company purchased a product different from the one specified by the user due to willful misconduct or gross negligence by the Company, the Company will respond in accordance with the scope of liability set forth in the JapanCart Terms of Service.

Article 7 — Initial Defects and Product Defects

  1. Initial defects, malfunctions, damage, defects, failure to operate, quality defects, performance defects, and other issues relating to the product itself shall, in principle, be governed by the warranty conditions, return conditions, and exchange conditions of the seller, seller platform, manufacturer, or other third party.
  2. At the user’s request, the Company may assist in contacting the seller or other third party, and in requesting return, exchange, warranty support, or refund. However, the Company does not guarantee any response, answer, compensation, refund, exchange, or warranty performance by the seller or other third party.
  3. The Company does not perform operation checks, expert inspections, authenticity appraisals, quality guarantees, performance guarantees, suitability checks, internal inspections, or complete accessory checks.
  4. If the seller, seller platform, manufacturer, or other third party refuses return, exchange, refund, or warranty support, the Company shall not be obligated to refund the user, except in cases of willful misconduct or gross negligence by the Company.

Article 8 — Used Items, Auction Items and Flea Market Items

  1. Used items, auction items, flea market items, items sold by individuals, outlet items, junk items, “as-is” items, limited items, and other items sold under non-standard conditions may involve scratches, stains, odors, fading, deterioration, missing parts, missing accessories, damaged boxes, malfunction, insufficient descriptions, authenticity risks, exclusion from warranty, and other risks.
  2. When requesting such items, the user shall confirm the sales page, product description, photos, seller ratings, return conditions, and warranty conditions at their own responsibility.
  3. Even if the Company performs photo shooting or simple inspection, the Company does not guarantee the product’s quality, authenticity, condition, operation, absence of defects, or complete consistency with the description.
  4. If the seller or other third party does not accept return, exchange, or refund for used items, auction items, flea market items, items sold by individuals, outlet items, junk items, “as-is” items, or limited items, the Company shall not be obligated to refund the user, except in cases of willful misconduct or gross negligence by the Company.

Article 9 — Differences in Size, Color or Image

  1. Cancellation, return, exchange, or refund is, in principle, not possible for reasons such as differences in size, color, material, texture, shape, weight, feeling of use, compatibility, compatible model, intended purpose, fit, difference from expectations, difference from monitor display, difference in how photos appear, or other differences in the user’s perception or expectations.
  2. Before submitting a purchase request, the user shall confirm size charts, model numbers, specifications, color, material, compatible models, compatibility, sales conditions, and other necessary information at their own responsibility.
  3. The Company provides purchase agency services based on the product URL, product information, and desired conditions specified by the user, and shall not be liable for damage arising from insufficient confirmation by the user, incorrect product selection, or misunderstanding of product descriptions.

Article 10 — Damage, Loss and Delay During Shipping

  1. Damage, loss, delay, misdelivery, customs delay, and other issues during international shipping shall, in principle, be governed by the terms and conditions, compensation system, and insurance conditions of the shipping carrier.
  2. The Company may assist in submitting investigation requests, necessary documents, insurance claims, or compensation claims to the shipping carrier.
  3. If the shipping carrier or insurance company approves compensation and the Company actually receives compensation, the Company may deduct unpaid amounts, fees, return shipping costs, storage fees, exchange losses, remittance fees, and other deductible costs, and then process the remaining amount by refund, JCP balance credit, or other method for the user.
  4. If the shipping carrier or insurance company does not approve compensation, or if the Company has not actually received compensation, the Company shall not be obligated to refund the user, except in cases of willful misconduct or gross negligence by the Company.
  5. Even if shipping delays cause secondary damages, loss of resale opportunities, changes to travel plans, business losses, lost profits, or other indirect damages to the user, the Company shall not be liable, except in cases of willful misconduct or gross negligence by the Company.

Article 11 — Customs, Clearance and Import Restrictions

  1. Customs duties, VAT, import taxes, customs clearance fees, storage fees, inspection fees, and other import-related costs incurred in the destination country shall be borne entirely by the user.
  2. The user shall confirm at their own responsibility whether the requested product can be imported into the destination country and whether there are any quantity restrictions, age restrictions, permits, customs regulations, or legal restrictions.
  3. Products may be inspected, opened, held, taxed, subject to requests for additional documents, returned, confiscated, disposed of, or refused import by customs, shipping carriers, or administrative authorities.
  4. If a product is confiscated, disposed of, returned, refused import, taxed, or subject to additional costs by decision of customs, a shipping carrier, or an administrative authority, the Company shall not be obligated to refund or compensate the user, except in cases of willful misconduct or gross negligence by the Company.
  5. The user shall not request false declarations, under-declarations, inappropriate declarations, or any request that violates laws or regulations regarding product price, product name, quantity, contents, or purpose.
  6. The Company will refuse any request for false declarations, under-declarations, inappropriate product name declarations, illegal import/export, or improper customs clearance.

Article 12 — Return Shipping and Reshipment

  1. If a product is returned due to circumstances attributable to the user, including incorrect address, name mismatch, incorrect phone number, absence, refusal of receipt, non-payment of customs duties, incomplete customs documents, inability of the shipping carrier to contact the user, or import refusal, return shipping fees, reshipping fees, storage fees, handling fees, additional work fees, and other related costs shall be borne by the user.
  2. If the user wishes to reship a returned product, the user shall pay reshipping fees, return shipping fees, storage fees, handling fees, and other necessary costs presented by the Company.
  3. If the user does not pay the reshipping fees or related costs, the Company may store, return, dispose of, sell, donate, or otherwise reasonably handle the product in accordance with the JapanCart Terms of Service and Shipping and Storage Policy.

Article 13 — Refund Method

  1. If the Company provides a refund or adjustment, the method shall be reasonably determined by the Company and may include refund to the original payment method, bank transfer, JCP balance credit, offset against unpaid amounts, credit toward a future transaction, or any other method approved by the Company.
  2. Refund currency, refund exchange rate, refund timing, remittance fees, payment fees, bank fees, exchange losses, blockchain fees, and other refund-related conditions may vary depending on the payment method, payment service provider, financial institution, remittance method, and external service conditions.
  3. The Company shall not bear exchange losses, payment fees, remittance fees, bank fees, or external service fees relating to refunds, except in cases of willful misconduct or gross negligence by the Company.
  4. If identity verification, payer or recipient name verification, bank account verification, wallet address verification, AML/CFT, economic sanctions compliance, fraud prevention, or other necessary checks are not completed, the Company may withhold the refund.

Article 14 — Adjustment by JCP

  1. In cases of refund, overpayment, adjustment, compensation, cancellation handling, or other reasonable reasons, the Company may process the matter by JCP balance credit, offset against unpaid amounts, credit toward a future transaction, or other method, instead of cash refund.
  2. JCP is a proprietary point system that may be used only for purposes approved by the Company within the Service, and is not cash, electronic money, cryptocurrency, prepaid payment instrument, or a substitute for legal currency.
  3. Unless expressly permitted by the Company, JCP may not be exchanged for cash, refunded, transferred, sold, pledged, or used by any third party.
  4. The validity period, usage conditions, expiration, cancellation, adjustment, and other details of JCP shall be governed by the JapanCart Terms of Service and JCP-related conditions separately established by the Company.

Article 15 — Overpayment and Erroneous Billing

  1. If there is erroneous billing, duplicate billing, overpayment, system error, or any other matter that the Company determines requires adjustment, the Company will correct the amount by a reasonable method.
  2. The correction method shall be refund, JCP balance credit, offset against unpaid amounts, credit toward a future transaction, invoice correction, or any other method reasonably determined by the Company.
  3. If remittance fees, payment fees, exchange losses, bank fees, or other external costs arise in connection with a refund or adjustment, the handling of such costs shall be reasonably determined by the Company, except in cases of willful misconduct or gross negligence by the Company.

Article 16 — Refusal of Refund in Cases of Fraud or Violation

  1. If the user falls under any of the following, the Company may refuse, withhold, or cancel refunds, compensation, JCP credits, affiliate reward payments, or any other payment or adjustment.
  2. Providing false information
  3. Using another person’s name or a fictitious name
  4. Fraudulent payment
  5. Chargeback abuse
  6. Multiple account abuse
  7. Requesting prohibited or restricted items
  8. False declarations, under-declarations, or inappropriate product name declarations
  9. Requesting illegal import/export or customs clearance
  10. Refusal or failure of identity verification
  11. Issues relating to AML/CFT, economic sanctions, or import/export regulations
  12. Fraudulent acts against the Company, sellers, shipping carriers, payment service providers, or other third parties
  13. Violation of the JapanCart Terms of Service, this Policy, related policies, or laws and regulations
  14. Any other conduct that the Company reasonably determines to be inappropriate or high risk
  15. In the cases set forth in the preceding paragraph, the Company may suspend transactions, suspend shipment, withhold refunds, withhold payments, suspend accounts, report to relevant authorities, or take other necessary measures.

Article 17 — Withholding of Refund

  1. The Company may withhold refunds, JCP credits, compensation, offsetting, reward payments, or other payments or adjustments in the following cases.
  2. Identity verification has not been completed
  3. Payment name, registered name, shipping destination name, or refund recipient name does not match
  4. Bank account information or wallet address is incomplete or incorrect
  5. There are concerns regarding unauthorized use, fraud, chargeback, AML/CFT, economic sanctions, or import/export regulations
  6. The Company is waiting for confirmation or refund from a seller, shipping carrier, payment service provider, insurance company, or other third party
  7. There are unpaid amounts, storage fees, return shipping costs, or additional costs
  8. The Company cannot contact the user
  9. A dispute, investigation, legal proceeding, or administrative response is ongoing
  10. The Company otherwise reasonably determines that withholding is necessary
  11. During the withholding period, the user shall cooperate with information provision, document submission, identity verification, payment destination verification, and other necessary procedures requested by the Company.

Article 18 — Scope of the Company’s Liability

  1. Even if the Company is liable to the user, such liability shall be governed by the limitation of liability set forth in the JapanCart Terms of Service, except in cases of willful misconduct or gross negligence by the Company, or where limitation of liability is not permitted under applicable law.
  2. The Company shall not be liable for acts, omissions, decisions, delays, errors, or failures of sellers, seller platforms, manufacturers, shipping carriers, customs, administrative authorities, payment service providers, insurance companies, financial institutions, external service providers, or other third parties, except in cases of willful misconduct or gross negligence by the Company.
  3. The Company shall not be liable for indirect damages, special damages, incidental damages, lost profits, loss of business opportunities, loss of resale profits, damage to reputation, emotional distress, data loss, or claims from third parties, except in cases of willful misconduct or gross negligence by the Company.

Article 19 — Changes to This Policy

  1. The Company may change this Policy for reasonable reasons, including legal changes, service changes, seller conditions, shipping carrier conditions, payment service provider conditions, operational needs, fraud prevention, and user protection.
  2. When changing this Policy, the Company will notify users by service screen, My Page, email, or other method deemed appropriate by the Company.
  3. If the user uses the Service after the effective date of the changed Policy, the user shall be deemed to have agreed to the changed Policy.

Article 20 — Governing Language

  1. The Georgian version of this Policy shall be the governing and authoritative version.
  2. The Japanese, English, and Russian versions are translations prepared for the convenience and understanding of users.
  3. If there is any inconsistency, conflict, or difference in interpretation among language versions, the Georgian version shall prevail, except where otherwise required by applicable law.

Article 21 — Contact

Inquiries regarding this Policy, cancellation, return, refund, shipping accidents, customs or clearance issues, and other related matters shall be made through the inquiry form, support function, email address, or other method designated by the Company.