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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 and is clearly a carrier issue.
  • Unfortunately issues which are seller responsbility cannot be disputed whatsoever when and why.

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 Outcome
Problems related to items
My article does not match the original description. Japanese vendor or shop No claim or refund possible. Chargebacks will result in a permanent ban and payment method flagged as fraudulent use.
My purchase instructions were not followed without notifying me. Neokyo Cancellation and refund, if desired
My item is not authentic. Japanese vendor or shop No claim or refund possible. Chargebacks will result in a permanent ban and payment method flagged as fraudulent use.
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 No claim or refund possible. Chargebacks will result in a permanent ban and payment method flagged as fraudulent use.
I want to cancel an item after my purchase request has already been accepted. Recipient of the Neokyo service (you) No claim or refund possible. Chargebacks will result in a permanent ban and payment method flagged as fraudulent use.
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!
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 After decision of the carrier, full or partial refund depending on the shipping method and if damage is also seen on the package itself.
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.
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.
Problems related to storage and packaging
An object was lost during its storage period. Neokyo Full Refund
An error was made regarding the contents of the parcel. Neokyo The missing item(s) are resent.
My packing instructions were not correctly reflected. Neokyo Amicable settlement according to the consequence of the failure to implement
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.
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
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 No claim or refund possible. Chargebacks will result in a permanent ban and payment method flagged as fraudulent use.

3 - Resolution of encountered problems

No claim or refund possible whatsoever!
Neokyo only proceed the purchase and request the shipment of your items. We will not contact the shop or seller if an issue arises. You will be permanently banned from the service and blacklisted in the event you issue a chargeback, and the payment method used for payment flagged as fraudulent.

No claim or refund possible whatsoever!
Neokyo only proceed the purchase and request the shipment of your items. We will not contact the shop or seller if an issue arises. You will be permanently banned from the service and blacklisted in the event you issue a chargeback, and the payment method used for payment flagged as fraudulent.

We cannot in any case be held responsible if you receive a counterfeit or a reproduction of the article expected. However please feel free to report the case to our customer service so that we may block the seller if too many infringements have been reported.

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 items 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 first notify the carrier within 24 hours of receiving the parcel, and then the Neokyo customer service via our ticket system by enclosing: the purchase 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 and you confirmed having reached the carrier on your end, we will contact the carrier on ours to initiate a claim by way of their complaint policy.
The carriers typically takes approximately few months to one year 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, we will assess the situation further and let you know of our conclusion.
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 - 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.