On a marketplace like Rakuten, the cancellation of a purchase or the return of a product does not always follow the same path depending on whether the seller is a professional or an individual. The right of withdrawal, framed by the Consumer Code, sets a period of 14 calendar days after receipt to withdraw. However, several conditions and exceptions complicate the process.
Understanding these mechanisms before acting avoids unpleasant surprises, particularly regarding return costs and refund timelines.
Mandatory withdrawal button: what the January 2026 ordinance changes
Most guides on canceling a Rakuten purchase detail the steps from the buyer’s side without mentioning the recent regulatory framework. Ordinance No. 2026-2 of January 5, 2026, transposing Directive (EU) 2023/2673, imposes an ergonomic obligation on e-commerce sites regarding access to the withdrawal form.
In practical terms, marketplaces must provide a clearly identifiable withdrawal button or link in the order interface. This is no longer just a customer service issue: it is a compliance obligation of the sales interface. Rakuten, like any B2C platform, must comply.
The stakes for the buyer are direct. If the professional seller has not properly informed about the right of withdrawal, the period may be extended up to 12 months and 14 days. This point is largely absent from public help pages. Before initiating a return process, it may be useful to consult the Rakuten return procedure on Déco Maison to clarify the steps applicable to your situation.
Cancel a Rakuten purchase before and after receiving the product
The timing of your action determines the procedure. Two situations arise, with different consequences for the refund.
Order not yet shipped
If the seller has not yet validated the shipment, the cancellation is done through the “All my purchases” section of your Rakuten customer account. The seller receives a notification, and the transaction is canceled at no cost. The refund is processed to the original payment method or in the form of Rakuten Points, depending on the case.
Item already received
Once you have the product in hand, withdrawal remains possible within the 14-day period, provided that the seller is a professional. You must register your request from the order tracking, then return the complete item, with its accessories and original packaging. The seller then has 14 days after receipt of the return to process the refund.
A point often overlooked: return shipping costs are generally the responsibility of the buyer, unless otherwise stated in the seller’s conditions or if the product is non-compliant.
Products excluded from the right of withdrawal on Rakuten
Not all purchases entitle you to a return. The exceptions, provided by the Consumer Code and reiterated in Rakuten’s general conditions, cover specific categories:
- Audio, video, or computer software whose packaging has been opened after delivery
- Personalized products or made according to specifications unique to the buyer
- Perishable items or those likely to deteriorate quickly
- Unsealed products raising hygiene or health protection issues (cosmetics, lingerie, sex toys)
- Digital content whose execution has begun with the express consent of the consumer
This list explains why some purchases on the marketplace do not follow the classic “cancel then return” pattern. Before launching a complaint, checking the category of the ordered product can help avoid unnecessary exchanges with customer service.
Claim and refund Rakuten: points of friction
The refund on Rakuten does not work like on a traditional merchant site where the seller and the platform are one. On a marketplace, the platform acts as an intermediary between buyer and seller, which introduces additional delays and steps.
The first point of friction concerns the form of the refund. Rakuten may refund in Rakuten Points rather than cash, depending on the conditions of the initial transaction. If you partially paid with loyalty points, the distribution of the refund reflects this payment method.
The second point concerns individual sellers. The 14-day right of withdrawal only applies to professional sellers identified by a dedicated logo on their profile. In the case of an individual seller, there is no legal obligation to take back the item, except in the case of a product that does not conform to the description. The distinction is visible on the seller’s page, but many buyers discover it afterward.
What to do if the seller does not respond
The Rakuten customer service intervenes as a mediator when the seller does not process the request within the deadlines. The platform can then trigger the refund unilaterally, but field reports vary on this point: some buyers report longer delays than the regulatory 14 days before obtaining a resolution.
For orders not received, the process differs. The report is made through the customer area, in the claims section, and Rakuten investigates with the seller and the carrier. The processing time depends on the responsiveness of the seller and the availability of usable delivery tracking.
A purchase on a marketplace relies on a triangle of buyer-seller-platform. Keeping a written record of each exchange via Rakuten’s integrated messaging system is the best protection in case of a prolonged dispute. It is this traceability that allows customer service to make a decision, and it will also serve as evidence if an external mediation procedure needs to be initiated.