Return Policy Page
Refund and Return Policy
1. Return/Refund Request: Subject to this Refund and Return Policy and the terms and conditions in the Terms of Service, Buyers may request a return and/or refund before the expiration of the ZOZOTOWN Guarantee Period as specified in the Terms of Service. The ZOZOTOWN Guarantee is a service provided by ZOZOTOWN upon user request to assist users in resolving certain conflicts that may arise during transactions. Users may communicate privately with each other to resolve disagreements or contact local authorities for assistance in resolving any disputes before, during, or after using ZOZOTOWN.
2. Return Request: Buyers may only request a refund and/or return in the following circumstances:
• 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 did not match the agreed specifications (e.g., wrong size, color, etc.);
• The item delivered to the Buyer differed 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 ZOZOTOWN to confirm such agreement.
The buyer's request must be submitted through the ZOZOTOWN mobile app.
Please note that if ZOZOTOWN requires, the buyer must ship the item to the location designated by ZOZOTOWN within ten (10) calendar days of submitting the return request.
ZOZOTOWN will, in its sole discretion, decide whether to approve your refund and return request. Buyer acknowledges and agrees that ZOZOTOWN's decision is final, conclusive, and binding, and covenants and agrees not to initiate litigation or otherwise assert any claim against ZOZOTOWN or its affiliates with respect to such decision.
If Buyer has commenced legal action against Seller, Buyer may provide ZOZOTOWN with a formal notice from the relevant authorities requesting that ZOZOTOWN continue to hold the purchase proceeds until a formal decision is obtained. ZOZOTOWN will, in its sole discretion, determine whether it is necessary to continue holding such purchase proceeds.
3. Rights of Preferred Sellers
If you are a Preferred Seller, you should receive a separate written notice from ZOZOTOWN informing you of your election to participate in the ZOZOTOWN Preferred Seller Program. If at any time you decide not to participate in the ZOZOTOWN Preferred Seller Program, please notify ZOZOTOWN in writing; otherwise, you will be deemed to have chosen to continue participating in the ZOZOTOWN Preferred Seller Program and agree to the terms and conditions set forth in this Refund and Return Policy. ZOZOTOWN may, at its sole discretion, suspend or remove any Preferred Seller from the ZOZOTOWN Preferred Seller Program at any time.
ZOZOTOWN'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 any refund or return request approved by ZOZOTOWN.
For any refund or return request approved by ZOZOTOWN, ZOZOTOWN will notify the Preferred Seller via email ("Email Notification") and arrange for the relevant return item to be sent in writing to the address provided by the relevant Preferred Seller to ZOZOTOWN 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 the return of the item or fails to accept delivery of the returned item within a reasonable period of time (as determined by ZOZOTOWN), ZOZOTOWN reserves the right to dispose of such item in any manner it deems appropriate, and the Preferred Seller shall be deemed to have waived all rights to such item. If the Preferred Seller does not receive the returned item, the Preferred Seller must notify ZOZOTOWN within seven (7) days of receiving the email notification (the "Notice Period"). Failure to notify ZOZOTOWN within the Notice Period will serve as conclusive evidence and will result in the Preferred Seller accepting the item as delivered, and the Preferred Seller agrees not to make any claim or raise any dispute with respect to any such item.
Notwithstanding the foregoing, items for which ZOZOTOWN, in its sole discretion, may be approved for a refund or return shall not be returned to the Preferred Seller, and the Preferred Seller shall be deemed to have forfeited all rights with respect to such item.
For any refund or return of the relevant item that ZOZOTOWN receives but is rejected by ZOZOTOWN, ZOZOTOWN will organize the shipment of such item to the relevant Buyer's address in accordance with Section 2 above.
If ZOZOTOWN approves any refund or return request, Preferred Sellers may appeal such decision by contacting ZOZOTOWN and providing supporting evidence. If ZOZOTOWN upholds the Preferred Seller's appeal, it will pay the Preferred Seller all or part of the purchase price. Preferred Sellers acknowledge and agree that ZOZOTOWN's decision is final, conclusive, and binding, and covenant and agree not to initiate litigation or otherwise assert any claim against ZOZOTOWN or its affiliates with respect to such decision.
4. Regular Seller Rights
For purposes of this Refund and Return Policy, Regular Sellers are sellers who are not Marketplace Sellers or Preferred Sellers.
When ZOZOTOWN receives a return and/or refund request from a Buyer, ZOZOTOWN will notify the Seller in writing. The Seller may respond to the Buyer's request according to the steps provided by ZOZOTOWN in the written notification. The Seller must respond within the timeframe specified in the written notification (the "Specified Deadline"). If ZOZOTOWN does not hear from the seller within the specified period, ZOZOTOWN 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. ZOZOTOWN will review each seller's response on a case-by-case basis and, in its sole discretion, determine whether the buyer's request is likely to be successful based on the circumstances described by the seller.
5. Return Conditions
To ensure a hassle-free experience when returning an item, the buyer should ensure that the item, including any free items such as accessories included with the item, is returned to the seller in the same condition as the buyer received it upon delivery. We recommend that buyers 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., a product delivered to the buyer that is damaged, defective, or incorrectly delivered), the seller will be responsible for the buyer's return shipping costs. (If the buyer changes their mind, they must obtain the seller's consent before requesting a return, and the buyer will be responsible for the return shipping costs.) In the event of a dispute between the buyer and the seller regarding the responsibility for return shipping costs, ZOZOTOWN will, at its sole discretion, determine the party responsible for the return shipping costs.
7. Refunds: Buyers will only receive a refund after ZOZOTOWN receives confirmation from the seller that the returned item has been received. If ZOZOTOWN does not hear from the seller within the specified time, ZOZOTOWN reserves the right to refund the applicable amount to the buyer without further notice to the seller. The refund will be made to the buyer's credit/debit card or designated bank account, whichever is applicable.
8. Buyer-Seller Communication: ZOZOTOWN encourages users to communicate with each other if any issues arise with a transaction. Since ZOZOTOWN is a platform for users to conduct transactions, buyers should contact the seller directly to resolve any issues related to their purchases.
Last updated: February 8, 2025
Contact Info
- Address: 1-15-16 Midori-cho, Inage-ku, Chiba City, Chiba Prefecture 263-0023
- Email: zozojp@zozotownhk.vip
