Consumer Protection in Japan

By on October 10, 2015


Recently we bought a ¥70,000 stroller online. When it arrived, we found out the features were somewhat different from the details on the vendor’s website so we decided to return the stroller and demand a refund. However, the vendor had refused to do so citing a no-return-no-exchange policy. What is our legal right in Japan as consumers?

A ‘cooling off period’ is legal in Japan for consumer protection. Cooling off is when a purchaser may choose to cancel (in writing) or return goods even for no reason and get a full refund within 8 days from the date of purchase (but 20 days in the case of a contract with a Multi Level Marketing vendor). However, there are exceptions to the rule. According to the Consumer Safety division at the Metropolitan Police Department, situations where consumers or buyers are not covered by the cooling off period are the following:
1 When the price of goods paid for in cash is worth ¥3,000 or less. 2 When goods were bought online.
3 When goods like detergents or cosmetics have been partly used after purchase unless declared in writing. 4 Cars are not covered . Therefore, since you had bought the product online, you are by law, not covered.

About Ted Tanaka