Refund Policy

1. Overview

This Refund Policy outlines the conditions under which refunds, returns, and cancellations may be accepted on Janbox. Due to the nature of cross-border commerce and the dual service model of Janbox, refund eligibility varies depending on whether the transaction is conducted through proxy shopping services or the marketplace.

By using Janbox, you acknowledge and agree that refund conditions differ significantly between these service types and that not all transactions are eligible for return or refund.

2. General Principles

All refund requests are subject to review and verification by Janbox. Users are required to provide sufficient evidence, including photographs, videos, and relevant documentation, to support any claim.

Refunds will only be issued in accordance with this policy and applicable laws. Processing times for refunds may vary depending on payment methods and third-party providers.

Janbox reserves the right to deny any refund request that does not meet the conditions outlined in this policy.

3. Refund Policy for Proxy Purchases (Buyers)

3.1 Nature of Proxy Transactions

When placing a proxy order, you authorize Janbox to purchase items on your behalf from third-party sellers in Japan. Once the purchase has been completed, the transaction is considered final because Janbox has already fulfilled its role as a purchasing agent.

As a result, refunds and returns are generally not available for proxy purchases.

3.2 Non-Refundable Situations

Refunds will not be granted in the following situations:

• You change your mind after the order has been placed or purchased

• The item matches the seller’s description but does not meet your expectations

• Minor defects, wear, or condition issues inherent to second-hand goods

• Delays caused by sellers, carriers, or customs authorities

• Incorrect orders placed due to user error

3.3 Eligible Refund Scenarios

Refunds may be considered under limited circumstances, including:

• The item received is significantly different from the description provided by the seller

• The wrong item was purchased or delivered due to an error by Janbox

• The item was damaged during international shipping and sufficient evidence is provided

• The order could not be fulfilled and was not successfully purchased

In such cases, Janbox may, at its discretion, offer a refund, partial refund, or alternative resolution.

3.4 Return Process

Returns for proxy purchases are not guaranteed. If a return is requested:

• Janbox may attempt to contact the original seller on your behalf

• Acceptance of returns depends entirely on the seller’s policy

• All return shipping costs, handling fees, and related charges shall be borne by the user

4. Refund Policy for Marketplace Orders

4.1 Nature of Marketplace Transactions

For marketplace orders, Janbox acts as a platform facilitating transactions between buyers and independent sellers. The seller is responsible for product accuracy, fulfillment, and return policies.

Refunds and returns are therefore subject to the seller’s individual policies.

4.2 Buyer Rights

Buyers may request a refund in cases where:

• The item received is materially different from the listing

• The item is defective or damaged upon arrival

• The item is not delivered within a reasonable timeframe

Janbox may assist in reviewing disputes and facilitating communication between buyers and sellers; however, final resolution may depend on seller policies and available evidence.

4.3 Seller Responsibility

Sellers are expected to:

• Clearly state their return and refund policies

• Respond to buyer inquiries in a timely manner

• Provide fair and reasonable resolutions in case of disputes

Failure to comply with these expectations may result in penalties, including account suspension.

4.4 Platform Intervention

Janbox reserves the right to intervene in disputes where necessary to ensure fairness and maintain platform integrity. Such intervention may include:

• Reviewing evidence from both parties

• Issuing refunds or partial refunds where justified

• Enforcing penalties on sellers who violate platform rules

5. Refund Processing

Approved refunds will be processed using the original payment method where possible. Processing times may vary depending on financial institutions and payment providers.

Any applicable fees, including transaction fees or currency conversion differences, may be deducted from the refund amount unless otherwise required by law.

6. Chargebacks and Payment Disputes

Users are encouraged to contact Janbox support before initiating any chargeback or dispute with their payment provider.

Filing a chargeback without prior communication may result in:

• Temporary suspension of your account

• Investigation of your transaction history

• Restrictions on future use of the platform

Janbox reserves the right to dispute any chargeback that is deemed invalid or abusive.

7. Final Decision

All decisions regarding refunds are made at the sole discretion of Janbox, taking into account the circumstances of each case, available evidence, and applicable policies.

8. Contact

If you have any questions regarding this Refund Policy or wish to submit a refund request, please contact our support team through the official channels provided on the platform.