Settlement of Disputes and Problems Encountered


Index

1 - IMPORTANT : Foreword

Before going into details about how we handle any issues that may arise during your import experience, here is a reminder that a complete understanding and acceptance is essential to understanding the Neokyo service principle.

  • Neokyo is neither a sales platform, nor a shop, nor an auction site.
    We are an intermediary between you and a seller or shop.
  • The Neokyo service is based on three things: buying on your behalf, receiving your items in our warehouse for storage, and sending those items internationally to the address as specified. We are committed to our responsibility for ensuring that this process runs smoothly.
  • This means that, if there are problems with third parties (a Japanese shop, carrier, customs)..), , we cannot be held responsible and will not be involved in any case .
    For a problem of this nature, we have a mediation service that will always intervene if that problem occurs a) during the delivery of your parcels or b) with the articles received.

CRITICAL POINT
If you find yourself dissatisfied with the outcome of a problem with a third party, you promise not to start coercive proceedings against Neokyo via payment or banking organizations. This promise is part of your commitment to the terms of service that you accept from the moment you start using our service.  

2 - Concrete Examples

Encountered Problems Responsibility Proposed Solution by Neokyo Dispute
Problems related to items
My article does not match the original description (discovered after opening the product). Japanese vendor or shop Neokyo mediation between the customer and a third party or company Illegitimate
My item does not match the original description (detectable without opening the product). Neokyo Refund or resend new item if it's possible Legitimate
My purchase instructions were not followed without notifying me. Neokyo Cancellation and refund, if desired Legitimate
My item is not authentic. Japanese vendor or shop Neokyo mediation between the customer and a third party or company Illegitimate
The seller turned out to be a crook (my item was never sent and I can't get in contact with the seller). Japanese vendor or shop Neokyo mediation between the customer and a third party or company Illegitimate
I want to cancel an item after my purchase request has already been accepted. Recipient of the Neokyo service (you) Cancellation is not possible once the item is bought. Illegitimate
Problems related to international or domestic shipments
International shipping: My package is late. The delivery is overdue. Japan Post or the carrier company in your specific country Neokyo mediation between the customer and a third party or company. A refund in case of delay is not possible! Illegitimate
My item still has'nt been received by the Neokyo warehouse Japanese vendor or shop We monitor the status of ordered items every day and will intervene on our own to remind the seller of their commitments if we notice an anomaly.
International shipping: My items arrived damaged. Japan Post or the carrier company in your specific country Full or partial refund depending on the shipping method's type of insurance. Illegitimate
The import and customs fees are too high. Recipient of the Neokyo service (you) Reminder regarding the terms of service . Import fees are your responsibility. Illegitimate
I am not able to pay the shipping of my parcel and the items have already been purchased. Recipient of the Neokyo service (you) Reminder regarding the terms of service and the cancellation policy. Illegitimate
Problems related to storage and packaging
An object was lost during its storage period. Neokyo Full Refund Legitimate
An error was made regarding the contents of the parcel. Neokyo The missing item(s) are resent. Legitimate
My preparation instructions were not followed without notifying me. Neokyo Amicable settlement according to the consequence of the failure to implement Legitimate
Problems arising due to the return of my parcel
My package is returning to Japan because of an error on our label. Neokyo The missing item(s) are resent. Legitimate
My package is returning to Japan due to an error in the shipping address provided. Recipient of the Neokyo service (you) Return and resend fees are charged to the customer Illegitimate
My package is returning to Japan because the carrier did not leave a notice of passage. Japan Post or the carrier company in your specific country Neokyo mediation between the customer and a third party or company Illegitimate

3 - Resolution of encountered problems

Note : if your item has arrived broken, please refer to the instructions below.

1 - Please notify us via our ticket system by enclosing: the purchase requisition number, supporting photos of the item, and a brief explanation of what happened.

2 - In case the problem could have been detected by us during our receipt of the item, we'll take responsibility. This means that :
  • no technical or specific knowledge was necessary to notice the defect in question.
  • the defect was not mentioned or implied on the purchase page
  • that the defect did not require the opening or use of an item to detect it
  • that, if the description did not mention the existence of a part of the product, it is legitimate for the latter to not be present. Example: we cannot complain about the absence of the original packaging if it's not clearly mentioned in the description of the shop that the product comes with.
  • that the defect was not mentioned or implied on the purchase page
3 - In the event that your case does not meet the conditions described above, the Neokyo mediation service will come into play and we will apply the rules and conditions of the shop that you have used.
It is solely up to the Neokyo staff to decide if the problem you encountered falls into category 2 or 3.
Note : our service checks the nature of the items received and conducts a summary inspection, but it does not open new products or containers and it does not operate them to test their functionality (e.g. turning on electronic devices, testing games ...). In addition, our staff is not qualified to guarantee the authenticity of the items received, but only to correlate them with the purchases made on our platform.
We cannot in any case be held responsible if you receive a counterfeit or a reproduction of the article expected.


Although the vast majority of Japanese sales platforms are reliable, the fact remains that rogue traders or resellers are prowling around. We advise and expect you to take care and use your best judgment when choosing the source of your purchases. If you receive an article that you suspect is fake, here is the procedure to follow:

1 - Please notify us via our ticket system by enclosing: the purchase requisition number, supporting photos of the item, and the nature of the problem you encountered.

2 - Once your ticket is processed, Neokyo\s mediation comes immediately into play. We will need to comply with the litigation policy of the platform used.

3 - If the outcome of the litigation is not in your favor, we cannot be held responsible in any way for the loss caused.


We recommend reading our good practices guide to reduce the chances of such a mishap occurring.
Note : our packaging team makes it a point of honor to prepare your articles in the most neat and efficient way possible. Our standard protection practices should be sufficient for your purchases to arrive safely, and we use containers that are appropriate to the size and nature of your items (including itmes such as vinyls, posters, figurines, guitars...)

Regardless of how carefully your item is packaged, there's always a possibility that damage can occur because of the carrier. Here's what to do in case one or more of your items get damaged :

1 - Please notify us via our ticket system by enclosing: the purchase requisiion number, supporting photos of the item, and the nature of the problem encountered.

2 - Neokyo's mediation process comes into play immediately once we've processed your ticket. If the complaint is justified, we will contact Japan Post to initiate a claim by way of their complaint policy.
Japan Post typically takes approximately one month to investigate a complaint from the time it is registered. You will receive a notice from them and they will ask you to complete a claim form with information justifying your complaint. In any case, here are two important points to keep in mind :

  • The refund that you will be entitled to can never be greater in value than the maximum insurance value of the shipping method you have selected or the amount stated on the invoice - whichever has the greater value.
  • If the outcome of the litigation is not in your favor, we cannot be held responsible in any way for the loss.
The Neokyo packaging system allows you to communicate the way you want your package to be prepared, including adding enhanced protection to safeguard your items in transit. For example, it's possible to request double protection (standard cardboard placed in another padded cardboard) for your items.
Although it is very rare, there is a possibility that you one or more items may be missing when you receive your packages. If you believe this has happened to you, here is the procedure to follow :

1 - Please notify us via our ticket system by enclosing: the purchase requisition number, supporting photos of the item, and an explanation of what is missing. Please also tell us if you have found any traces of tampering that might suggest that the parcel was opened while it was being transported.

2 - We will first verify that the items have not been left in our storage area. If this is the case and we have not already warned you about it, we will take responsibility and send the item at no additional cost.

3 - If the item has not been found in our possession, Neokyo mediation will then immediately be initiated. If the complaint is justified and the hypothesis of a theft is plausible, we will contact the Japan Post so that they may take action per their investigative policy.
Japan Post investigations typically last approximately one month from the time a complaint is registered. You will receive a notice from them and they will ask you to complete a claim form with information justifying your complaint. In any case, please keep in mind the following :

  • The refund that you will be entitled to can never be greater in value than the maximum insurance value of the shipping method you have selected or the amount stated on the invoice - whichever has the greater value.
  • If the outcome of the litigation is not in your favor, we cannot be held responsible in any way for the loss.
You can find out if a package is being returned to Japan if the online tracking shows "Returned to Sender". If this was not your doing and you want to investigate, here is the procedure to follow :

1 - Please notify us via our ticket system by enclosing: the purchase requisition number, supporting photos of the item, and a brief explanation of the issue.

2 - We cannot prevent this return and will in any case have to wait to receive the package to find out more. There are four possible reasons why your item was returned to sender :
  • The return occured because we made an error when filling out your shipping label: in this case, the parcel is returned at our expense.
  • The return occurred because of an unknown address or due to being unclaimed: in this case, the package is returnable at your expense. Refund of items and the original shipment is not possible and we cannot be held responsible for the loss you have encountered.
  • The return is due to unclaimed items, but you have not received a notice of passage: if this is the case, Neokyo mediation comes into play. We will contact Japan Post in order to obtain reimbursement of shipping costs. The return can be done at your expense if you wait for the refund of the first shipment by Japan Post. Please monitor your shipments via online tracking to avoid this case and contact us after several days, if your package does not reach you despite its arrival in France.
  • The return was made without valid reason: Neokyo mediation comes into play in this case. We will seek to obtain a refund of the original shipping costs. If you prefer, the return can be done at your expense without waiting for the possible refund of the first shipment by the Japan Post.

Note : if your package was shipped through Surface, SAL, Airmail or FEDEX methods, you will be charged for the return of your package.

Some concerns or issues are monitored and settled automatically by our staff, such as sending delays with vendors or shops, the grouping of items purchased within a short period of time from the same supplier, or requesting a shipping method and protection suitable for expensive, fragile or special items (poster, vinyl...).

4 - How Neokyo mediation works


Neokyo mediation is our conciliation policy when a problem arises between you and one of the third parties from whom you received service (shop, carrier ..).
Its principle is simple: we fully play our role as intermediary by representing your interests in the resolution of the dispute or concern. Here are the five key points of this mediation :

  • You must comply with the terms of service of the sales platform in the event of problems related to an item. For problems related to the package, the terms of service of the carrier will apply. We cannot impose our or your conditions on them. Similarly, we will not be able to litigate if doing so jeopardizes our purchasing profiles for our other customers (in the case of Yahoo Auction.)
  • In Japan, most payments are made by bank transfer, Paypal or similar. In these cases, disputes to represent your interests will not be possible. These money exchanges are based on mutual trust between seller and buyer. So, you must be careful about who you choose to source your purchase(s).
  • We expect your full cooperation to help us provide any supporting documents (photos, documents, etc.) that may be in your possession and are requested when settling a dispute.
  • If your testimony is not honest or the evidence provided is inconsistent or incomplete, we will not be able to take your side in the mediation.
  • If the mediation fails or you judge its result as unsatisfactory, Neokyo can in no way be held responsible.

5 - Cancelling purchase requests

Cancellation is not possible once the items have been bought by Neokyo, even in the case the shop has a cancellation policy.