Claim Policy: Damaged, Missing, & Wrong Items

Updated by Sandy

At Japan Rabbit, we're committed to ensuring our customers receive the best possible service and products. However, we understand that sometimes things may not go as planned. Our Claim Policy is designed to provide clarity and support in such instances. By outlining the steps and guidelines for addressing damaged, missing, or incorrect items, we aim to make the resolution process transparent and efficient for our valued customers. Below are the guidelines for addressing any concerns with your order.

1. Time Frame for Claims:

  • Claims for damaged, missing, or incorrect items must be made within 7 days of the package's delivery date.
  • We regret that we cannot assist with claims made after this time frame due to limitations with sellers, shipping agencies, and logistical constraints.

2. Making a Claim: To initiate a claim:

  • Contact our Customer Support Team with a detailed explanation of the issue. Be specific about what items were damaged, missing, or incorrect.
  • Provide clear photographic evidence supporting your claim. This includes:
    • Images of the outer packaging (with any visible damage).
    • Images of the inner packaging and the items received.
    • For incorrect items, a side-by-side comparison of what was ordered vs. what was received can be helpful.

3. Claims Evaluation: Once we receive your claim, our team will review:

  • The purchase record.
  • Correspondence history.
  • The provided evidence.

4. Claim Outcomes: Based on our evaluation, the claim may result in one of the following:

  • Refund to your Japan Rabbit wallet.
  • Replacement or re-shipment of the item(s) (subject to availability).
  • Further investigation or clarification requests if more details are needed.

5. Exceptions: While we aim to support our customers fully, there are certain exceptions where claims might not be honored:

  • If the claim is made outside of the 7-day window.
  • If the damage is determined to be due to customer negligence or misuse.
  • If the evidence provided is inconclusive or does not align with the claim.

6. Note on External Factors: Please be aware that, as a proxy service, some factors are beyond our direct control, including but not limited to:

  • Manufacturer defects.
  • Mishandling by postal services.
  • Delays or losses caused by customs or shipping carriers.

Your understanding and adherence to this policy help us serve you better!

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