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）

Question

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.

Beware of suspicious calls from overseas（海外からの不審な電話にご注意）

Question

1. Recently, I have been receiving many international calls beginning with “+1.” Even when I answer, there is silence on the line. I would like to block incoming international calls. What should I do?
    
2. I received a suspicious automated call saying that my phone service would stop working in a few hours. The message instructed me to press “1,” so I did. A person then came on the line and asked for my name and date of birth, which I provided. However, they then said it was a mistake and hung up. Later, I realized from the call history that the call had come from overseas. What should I do now?

Advice

The number of suspicious international calls from overseas is increasing. Phone numbers beginning with “+,” such as “+1” or “+44,” are international dialing codes. International calls from unknown numbers are highly likely to be scams. Do not answer or return suspicious calls. If you do answer such a call, never provide personal information and hang up immediately.
People who do not use international calling services should consider applying to suspend international call usage.

Contact:  

International Call Blocking Reception Center (Kokusai denwa futoriatsukai uketsuke center, 国際電話不取扱受付センター), tel.: 0120-210-364 (toll-free). 

Inquiries

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