Example of Consumer Affairs Consultations（消費生活相談）

Returning an Item Doesn’t Cancel Your Subscription（定期購入 「返品」だけでは解約になりません）

Question

1. I ordered a supplement I saw in an online ad. I was only planning to try it once, but the second one arrived, so I sent it back. Then, I received just an invoice. I had no intention of paying, so I left it, but then I received a notice from a law firm.
2. I saw an ad on SNS and bought a trial beauty serum. After that, the same product arrived, but I didn't remember ordering it, so I returned it with a letter of cancellation. I continued to receive invoices after that, but I ignored them, and then I received an envelope from a law firm that seemed to be a final notice about the bill. I don't understand why I was charged when I don't have the product in my hands.

Advice

There are cases where you see an ad that emphasizes low prices and trials, and you order a product thinking it's just for one time, but it turns out to be a subscription. Even if you return the product or refuse to receive it because you only ordered one, that alone does not cancel the contract, so be careful. When purchasing online, make sure to check the final confirmation screen to see if it is a subscription, and check the cancellation method, the conditions, the total payment amount, etc.

 When using TV shopping, be sure to check information other than the TV advertisement as well.（テレビショッピングではテレビ広告以外の情報もしっかり確認を）

Consultation

Last week, my mother saw a massage device being introduced on a TV shopping program and ordered it by phone. It seems that she felt the pounding strength was too strong to use, so she immediately called and said she wanted to return it. However, she was told, ‘We cannot accept returns for products that have been powered on. This was also explained during the ordering phone call,’ and the company would not accept the return. If it cannot be used, we would like to return it.

Advice

With TV shopping, you cannot check the actual product before purchasing. When placing an order, be sure to confirm over the phone not only the information shown in the TV advertisement, but also details such as how the product feels to use and its size. Because TV shopping falls under mail-order sales, the cooling-off period does not apply.
If the TV advertisement properly states the special conditions for returns, then the conditions for returns and cancellations are governed by those terms. Even when returns are allowed, they may be limited to unopened products only, or there may be a set deadline. Be sure to check the conditions carefully.

Inquiries

Consumer Affairs Center (Shohi Seikatsu Center, 消費生活センター):082-421-7189.
Location: 1F North building