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Buyer Protection
Protections and refund rights available to Lunarcat customers.
Refundable Cases
*A case is refundable if at least one applicable condition is marked ○.
Item Purchase
Cancellation requested at least 30 minutes before Lunarcat purchases the item
Cancellation requested after Lunarcat purchases the item
The customer no longer wants the item
The customer ordered the wrong item and Lunarcat has already purchased it
The item cannot be purchased for any reason
The seller cancels the bid or transaction
The seller fails to ship the item
Lunarcat purchases an item different from the one requested
Authenticity
The customer requested an appraisal service and an authenticity issue was found
The customer did not request an appraisal, but an authenticity issue was found and the seller accepts a return
The customer did not request an appraisal and an authenticity issue was found
Item Condition
The item condition materially differs from the description in the seller listing
An item is damaged due to inadequate packing by Lunarcat
An item is damaged or lost while in Lunarcat storage due to Lunarcat handling
An item deteriorates after being stored for more than two weeks
*Storage is not temperature or humidity controlled.
This includes mold and all other forms of deterioration.
The customer receives an item different from the one requested
Visible damage was shown or reasonably identifiable in the product listing
A new item has a functional defect
A used item has a functional defect
What is refunded
Where a refund applies under Item Purchase, Authenticity, or Item Condition, Lunarcat refunds the item cost together with the associated purchase fees.
This refund does not apply to items purchased through forwarding orders.
Shipping / Customs
Lunarcat ships the parcel to an address different from the one provided
The parcel is shipped to the wrong address because the customer provided incorrect address information
Lunarcat ships an item different from the one requested
Lunarcat accidentally omits a requested item from the parcel
If the missing item is found in Lunarcat storage, it is shipped free of charge.
An item is seized by customs
Airsoft guns seized by customs are covered under the Airsoft Compliance policy (US only).
An item is damaged during a customs inspection
An item is damaged or lost during shipping
An item is stolen during shipping
An item is stolen after the parcel is marked as delivered
The customer exercises the EU 14-day right of withdrawal
What is refunded
Where a refund applies under Shipping / Customs, Lunarcat refunds the item cost only.
Purchase fees are not refunded.
Returned Parcel
The carrier refunds the shipping cost
The carrier does not refund the shipping cost
What is refunded
Where the carrier refunds the shipping cost, that amount is refunded to the customer.
Any shipment service fees paid in connection with the returned parcel, such as packing and customs declaration, are also refunded so that the customer is not charged twice for the same service when the parcel is shipped again.
Where import fees have been paid and the parcel is returned, Lunarcat reships the item, and the items are declared as non-commercial.
Unshippable Items
The item is found to be unshippable after purchase
Authenticity
Appraisal is available on Mercari, Yahoo, and Rakuma.
Only limited categories and brands are supported.
See Authenticity and Appraisal for details.
Refunds for authenticity issues are available only if the customer requested an appraisal service when placing the order and that service identified an authenticity issue.
Insurance
Lunarcat Insurance covers items that are lost or damaged during shipping.
It provides compensation for covered damage within one business day.
See Lunarcat Insurance for details.
Airsoft Compliance
Airsoft Compliance costs ¥2,000 per airsoft gun (US only).
Under this policy, all airsoft guns are checked and modified to comply with US Federal Law.
If customs seizes an airsoft gun, a refund is provided for the item cost and purchase fee.
EU 14-day Right of Withdrawal
Lunarcat respects the EU Right of Withdrawal.
Under applicable European law, customers may request a refund without providing a reason.
This right may be exercised until 21 days after the item is marked as received at the Lunarcat office, or 14 days after delivery to the delivery address, whichever occurs first.
If this right is exercised after the item has been delivered to the delivery address, the refund is processed only after the item has been physically returned to the Lunarcat office.
The customer is responsible for all return-related costs, including postage, packing, insurance, customs clearance, duties, taxes, and import fees.
Refunds are issued through the original payment method.
Wise payments are refunded in JPY, and PayPal payments are reversed.
The customer is responsible for any losses resulting from exchange-rate fluctuations and payment-processing fees.
If there is a problem with an item, contact Lunarcat.
Lunarcat will make reasonable efforts to resolve the issue.
While refunds are provided as required by applicable law, abuse of this right or fraudulent claims may result in termination of the account and refusal of future service.
Returned Parcels
If a parcel is returned after shipment, any refund of the shipping cost depends on whether the carrier refunds that cost.
Shipping costs are generally refunded when a shipment cannot leave the country due to external circumstances, such as war or a carrier service suspension.
However, no refund is provided for items rejected by export customs because they are prohibited or otherwise unshippable.
If the carrier refunds the shipping cost, that refund is passed on to the customer.
If the carrier does not provide a refund, the shipping cost cannot be refunded.
Related service fees, including insurance, packing, customs declaration, and similar shipment service fees, are refunded so that the customer is not charged twice if the parcel is shipped again.
Unshippable Items
Lunarcat generally does not purchase items that cannot legally or practically be shipped.
However, if an item is found to be unshippable after purchase, see the Final Resolution page.
Purchase-related fees are not refunded, but Lunarcat may assist the customer in selling the item within Japan.
If the item is sold, the sale proceeds are refunded after deducting platform fees of 10% and applicable shipping costs.
The customer is responsible for payment-processing costs, including PayPal fees.
For large items that require paid disposal, a disposal fee of ¥1,000 plus ¥150 per kilogram, rounded up to the next whole kilogram, is charged.
Disposal is otherwise free.
Payment Processor Fees
Lunarcat uses an authorization and capture payment process for PayPal payments.
This process allows Lunarcat to either capture only the amount actually due or void the payment authorization.
In rare cases, an order may need to be cancelled after the payment has already been captured.
In such cases, PayPal non-refundable fees may result in a financial loss even after the full amount received is reversed.
Lunarcat is not responsible for that loss.
This type of loss does not apply to Wise payments.
See the Payment Guide for details.
Chargebacks
Lunarcat has maintained a zero-chargeback record since the business began operating in June 2025.
This record reflects the refund policy and a commitment to taking responsibility when an error is made.
If anything goes wrong, contact Lunarcat.
Lunarcat will make reasonable efforts to resolve the issue.
Fraudulent or abusive chargebacks may result in termination of the account and refusal of future service.
Still Need Help?
Lunarcat aims to create an environment where customers can shop with confidence.
Customers who are not satisfied or whose situation is not covered above can contact Lunarcat.
Each case will be reviewed individually to reach a fair resolution.