Return Policy Page
Refund and Return Policy
1. Return/Refund Application Subject to this Refund and Return Policy and the terms and conditions in the Terms of Service, Buyers may apply for a return and/or refund before the expiration of the ZOZO-TOWN warranty period specified in the Terms of Service. The ZOZO-TOWN Guarantee is a service provided by ZOZO-TOWN at the request of the user to assist the user in handling certain conflicts that may arise during the transaction process. Users may communicate with each other privately to resolve disagreements or contact local authorities to help them resolve any disputes before, during or after using ZOZO-TOWN.
2. Return Requests Buyers can only request a refund and/or return if:
• The Buyer did not receive the item;
• The item was defective and/or damaged upon delivery;
• The item delivered to the Buyer by the Seller does not match the agreed specifications (e.g. wrong size, color, etc.);
• The item delivered to the Buyer differs significantly from the description provided by the Seller in the item listing; or
• By private agreement with the Seller, the Seller must send his/her confirmation to ZOZO-TOWN to confirm such agreement.
Buyers’ requests must be submitted through the ZOZO-TOWN mobile application.
Please note that if requested by ZOZO-TOWN, Buyers must ship the item to the location specified by ZOZO-TOWN within ten (10) calendar days of making a return request.
ZOZO-TOWN will decide at its sole discretion whether to approve your refund and return request. Buyer acknowledges and agrees that ZOZO-TOWN's decision is final, conclusive and binding, and covenants and agrees not to file a lawsuit or otherwise assert any claim against ZOZO-TOWN or its affiliates in connection with such decision.
If Buyer has commenced legal action against Seller, Buyer may provide ZOZO-TOWN with a formal notice from the relevant authorities requiring ZOZO-TOWN to continue to hold the purchase proceeds until a formal decision is obtained. ZOZO-TOWN will determine in its sole discretion whether it is necessary to continue to hold such purchase proceeds.
3. Rights of Preferred Sellers
If you are a Preferred Seller, you should have received a separate written notice from ZOZO-TOWN informing you of your election to participate in the ZOZO-TOWN Preferred Seller Program. If at any time you decide not to participate in the ZOZO-TOWN Preferred Seller Program, please notify ZOZO-TOWN in writing; otherwise, you will be deemed to have elected to continue to participate in the ZOZO-TOWN Preferred Seller Program and agree to the terms and conditions set forth in this Refund and Return Policy. ZOZO-TOWN may suspend or remove any Preferred Seller from the ZOZO-TOWN Preferred Seller Program at any time at its sole discretion.
ZOZO-TOWN’s decision to approve a refund or return of a product pursuant to Section 2 above shall be binding on the relevant Preferred Seller. The Preferred Seller agrees to comply with and take all necessary steps to effectuate a refund or return request approved by ZOZO-TOWN to the Buyer.
For any refund or return request approved by ZOZO-TOWN, ZOZO-TOWN will notify the Preferred Seller by email (“Email Notification”) and organize the relevant return item to be sent in writing to the address provided to ZOZO-TOWN by the relevant Preferred Seller to complete the refund and return process, provided that such address is located in the country where the relevant item is sold on the Website (“Local Address”). If the Preferred Seller fails to provide a local address for return merchandise or fails to accept delivery of returned merchandise within a reasonable period of time (as determined by ZOZO-TOWN), ZOZO-TOWN reserves the right to dispose of such merchandise in any manner it deems appropriate, and the Preferred Seller shall be deemed to have waived all rights to such items. If the Preferred Seller does not receive the returned merchandise, the Preferred Seller must notify ZOZO-TOWN within seven (7) days of receipt of the email notification (the "Notification Period"). Failure to notify ZOZO-TOWN within the Notification Period will serve as conclusive evidence and result in the Preferred Seller's acceptance of the item as delivered, and the Preferred Seller agrees not to assert any claim or raise any dispute with respect to any such item.
Notwithstanding the foregoing, items for which ZOZO-TOWN, in its sole discretion, may grant a refund or return shall not be returned to the Preferred Seller, and the Preferred Seller shall be deemed to have forfeited all rights to such item.
For any refund or return of the relevant merchandise that ZOZO-TOWN receives and that ZOZO-TOWN refuses, ZOZO-TOWN will organize the shipment of such merchandise to the relevant buyer's address in accordance with Section 2 above.
If ZOZO-TOWN approves any refund or return request, the Preferred Seller may appeal such decision by contacting ZOZO-TOWN and providing evidence supporting such appeal. If ZOZO-TOWN supports the Preferred Seller's appeal, it will pay the Preferred Seller all or part of the purchase price. The Preferred Seller acknowledges and agrees that ZOZO-TOWN's decision is final, conclusive and binding, and promises and agrees not to file a lawsuit or otherwise assert any claim against ZOZO-TOWN or its affiliates in connection with such decision.
4. Rights of Regular Sellers
For purposes of this Refund and Return Policy, Regular Sellers are sellers who are not Marketplace Sellers or Preferred Sellers.
When ZOZO-TOWN receives a return and/or refund request from a Buyer, ZOZO-TOWN will notify the Seller in writing. The Seller may respond to the Buyer's request according to the steps provided by ZOZO-TOWN in the written notification. The Seller must respond within the time frame specified in the written notification (the "Specified Period"). If ZOZO-TOWN does not hear from the Seller within the Specified Period, ZOZO-TOWN will assume that the Seller has not responded to the Buyer's request and will continue to evaluate the Buyer's request without further notice to the Seller. ZOZO-TOWN will review each Seller's response on a case-by-case basis and determine, at its sole discretion, whether the Buyer's request is likely to succeed based on the circumstances described by the Seller.
5. Return Conditions
In order to enjoy a worry-free experience when returning an item, the Buyer should ensure that the item, including any free items such as accessories included with the item, must be returned to the Seller in the condition that the Buyer received it upon delivery. We would recommend that the Buyer take photos of the item upon receipt.
6. Responsibility for Product Return Shipping i) In the event of an unforeseen error by the Seller (i.e. - damaged, defective or wrongly delivered product to the Buyer), the Seller will bear the Buyer's return shipping costs. ( In the event of a change of mind by the Buyer, the Buyer shall obtain the Seller's consent before making a return request and the return shipping costs shall be borne by the Buyer. ) In the event of a dispute between the Buyer and the Seller regarding the party responsible for the return shipping costs, ZOZO-TOWN will determine the party responsible for the return shipping costs at its sole discretion.
7. Refunds Buyers will only be refunded once ZOZO-TOWN receives confirmation from the Seller that the returned item has been received by the Seller. If ZOZO-TOWN does not hear from the Seller within the specified time, ZOZO-TOWN will be entitled to refund the applicable amount to the Buyer without further notice to the Seller. Refunds will be made to the Buyer's credit/debit card or designated bank account, whichever is applicable.
8. Communication between Buyers and Sellers
ZOZO-TOWN encourages users to communicate with each other if there are any issues with a transaction. Since ZOZO-TOWN is a platform for users to conduct transactions, buyers should contact sellers directly to resolve any issues related to the purchased items.
Last updated: February 8, 2024
Contact Info
- Address: 西千葉オフィス（本社） / 〒263-0023 千葉県千葉市稲毛区緑町1-15-16
- Email: zozo@townjp.shop
