Question from a reader:
I have a question about returns for online shopping. I regret purchasing a more expensive item when the same product was being sold at a lower price on a site with the same name. I bought three STEAD cooling ponchos after watching a promotional video on YouTube. I hurried to place the order because I wanted them
before the Obon holiday. Later, upon further investigation, I found that the same shop was selling almost identical products at different prices. I purchased mine for 5,478 yen, which was scheduled to be shipped in mid-August. The shipping fee was discounted. There was a notice apologizing for a delay in delivery, stating that the mid-August items would be shipped on the 8th. On the other hand, the item I found in my search was priced at 4,980 yen (including shipping) and was set to ship on August 5. The shipping fee was 850 yen. Since I bought three items, including shipping makes the lower price cheaper, and I don’t mind the color, plus the shipping date is earlier. I contacted the email address for inquiries within 30 minutes of my purchase to request a cancellation due to the price difference, but I was told it was not possible. Is the price difference due to advertising costs from the promotional video? I think it’s strange that the same STEAD page has different prices. Also, I believe it’s unkind not to accept returns immediately after purchase for items that still have time before shipping and are delayed. Is this considered normal? Since it’s a product I want, it would be best if it arrives in time, but having worked in the online shopping industry in the past, I find it hard to accept this lack of price consistency and the refusal of pre-shipping returns, which leaves me feeling uneasy.

Issues with Online Shopping Returns and Consumer Rights

Hello! I’m a man in my 30s, born in California and raised in Osaka. Today, I’ve received a question about returns in online shopping. Since I often use online shopping myself, I understand the reader’s feelings well. It’s especially frustrating when you accidentally purchase an item with a price difference. Now, let’s take a closer look at the details of the question.

Price Differences After Purchase and Consumer Rights

You noticed that after ordering the STEAD cooling poncho for 5,478 yen, the same product was being sold for 4,980 yen. I completely understand how frustrating this can be. Prices can fluctuate frequently in online shopping. This can be due to advertising costs, promotions, or seasonal demand. If you purchased after watching a promotional video on YouTube, it might reflect the costs associated with that. Of course, whether this is justified is another matter… Regarding the cancellation request, you reached out within 30 minutes of your purchase, only to be told it was not possible. Honestly, that’s shocking. As a consumer, it is generally expected to be able to request a cancellation or return for purchased items. However, many online shopping sites make cancellations difficult once shipping preparations begin. This is a standard process in the industry, but it can be frustrating when you experience it firsthand.

Checking Return Policies

When using online shopping, it’s important to check the return policy in advance. Some companies allow cancellations or returns before shipping, while others have strict policies. Given your past experience in the online shopping industry, it’s understandable that you are sensitive to these inconsistencies. For example, typical return policies on online shopping sites might state, “Returns are possible within X days after product arrival” or “Returns are possible if unused.” Some sites may not have clear standards, so consumers need to be cautious.

Legal Perspective on the Validity of Returns

Under Japan’s Act on Specified Commercial Transactions, there are certain rules for online shopping. For instance, returns are often accepted if there is a defect in the product or if it differs from what was displayed. However, in your case, the “price difference” itself may not legally justify a return. Additionally, under the Consumer Contract Act, businesses are prohibited from making misleading representations to consumers. If the site you purchased from did not provide a clear explanation regarding the price difference, there may be legal issues.

Measures and Future Actions

For future situations similar to this one, here are some measures you can take: 1. Research products in advance: Check prices and benefits on other sites before making a purchase decision. 2. Confirm return policies: Ensure you thoroughly check the return policy before purchasing. 3. Inquire: If you have questions after making a purchase, reach out immediately. Sometimes, you can expect a prompt response. 4. Utilize social media: If you are unsatisfied, sending a direct message to the company on platforms like Twitter or Instagram can sometimes lead to improved responses.

Conclusion

Purchasing products from online shopping sites is convenient, but there are many points to be cautious about. When faced with unexpected price differences, as in your case, it’s important to understand your rights as a consumer and respond appropriately. If you are not satisfied, it’s necessary to voice your concerns. Let’s learn from these experiences to protect our rights as consumers. Thank you for reading to the end! I hope your online shopping experience is smooth and satisfying.