HachiProxy

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Refund & Cancellation Policy

All amounts are in Japanese yen (JPY), tax included.

HachiProxy is a purchasing proxy service in which we buy items from stores in Japan (Mercari, Amazon.co.jp, trading card shops, etc.) at your request. Because we actually purchase the items, cancellations and refunds after purchase are limited as described below.

1. Cancellation before the purchase is confirmed (while the card hold is in place)

  • You can cancel free of charge.
  • We release the authorization (card hold) placed when you ordered. You are not charged.
  • When the released hold is reflected in your available credit depends on your card issuer.

2. Cancellation after the purchase is confirmed (for your own reasons)

  • Because we have already purchased and paid for the item, we cannot accept cancellations, returns, or refunds for your own reasons.

3. Defective items or items significantly different from the description

We are not the seller of the items; we act on your behalf to make the purchase.

  • Deadline for claims: Please check the item on the spot when you pick it up. For defects that cannot be found without opening the item, contact support@head-liner.co.jp with photos within 7 days of pickup.
  • Defects in the item itself or differences from its description: We negotiate a return or refund with the store or seller and pay you the amount we are able to recover from them. We cannot guarantee the outcome (individual sellers on Mercari and sellers of used items may not accept returns).
  • If we are responsible (we bought a different item from the one you specified, or the item was damaged or lost while in our care): We refund you at our expense, up to the amount you paid for that order.
  • If a return is needed, we will advise you individually on how the item will be handled (kept by us or sent back). As a rule, we will not ask you to ship items back to Japan from overseas after you return home.

4. If we cannot purchase the item

  • If we cannot confirm the purchase because the item is out of stock, has already sold, its price has changed significantly, or for similar reasons, we release the card hold (you are not charged).

5. Missed pickup deadline

  • Please pick up your items within 45 days of our arrival notice.
  • After the deadline, the order is treated as canceled and no refund is given (because we have already purchased and paid for the item).
  • If you have unavoidable circumstances, please contact support@head-liner.co.jp before the deadline.

How and when refunds are made

  • Refunds are made through Stripe to the credit card used for payment.
  • How long it takes for a refund to appear on your card depends on your card issuer's policies.

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