Refund Policy

Suzuki provides proxy buying, proxy bidding, and package forwarding services. Goods are supplied by sellers or Japanese marketplaces/websites. Suzuki carries out transactions on behalf of customers as requested, receives items at the Japan warehouse, and ships them to Vietnam.

Refunds, if any arise, are refunded by default to the customer's Suzuki Balance in Vietnamese dong. Suzuki Balance is prepaid money in the account, used to pay amounts on Suzuki, cannot be transferred to others, and does not earn interest.

• Available balance is the balance minus the amount being held for orders not yet fully purchased and withdrawal requests being processed.
• Auction deposit is managed separately and is not included in the available balance.
• Customers who want to receive money from their Balance to a bank need to create a withdrawal request in accordance with the withdrawal section of this policy.

For proxy buying orders, when placing an order, the customer pays 100% of the item price and known amounts at the time of ordering, such as Japan domestic shipping fee if any, Rakuten fee if applicable, and selected additional services. This amount is held from the Balance and is only finally deducted when Suzuki successfully purchases the item.

Item prices are calculated in yen and converted to Vietnamese dong according to the exchange rate announced by Suzuki on the website. The exchange rate is fixed at the time of ordering; later charges for the same item use the fixed exchange rate. The amount in VND is rounded up to the nearest thousand.

Item information, including description, photos, and condition, is published by the seller. Suzuki does not inspect items before purchase and is not responsible for information posted by the seller. Used items purchased from sellers are not covered by a product warranty from Suzuki.

Customers are refunded to Balance for amounts that Suzuki has held or collected when the transaction falls under the refundable cases below.

The shipping fee collected by the seller when the item arrives at the warehouse may be deducted directly from Balance. Any surcharges incurred are displayed in "Payment management" ("Quản lý thanh toán") when the customer needs to pay.

For package forwarding, Suzuki only processes amounts collected on Suzuki. Customers purchase items elsewhere themselves and are responsible for correctly declaring the information of package-forwarded items.

The cases below are not automatically refunded, or the refund will only be considered based on the actual status of the transaction.

• Orders or links that have been successfully purchased by Suzuki according to the customer's request.
• The customer changes their mind after placing the order, no longer needs to receive the item, or wants to cancel for personal reasons.
• The customer is not satisfied with the description, photos, condition, or content published by the seller, while Suzuki purchased correctly according to the information on the link at the time of processing.
• Used items develop product quality issues according to the condition described by the seller.
• The customer has won an auction on Yahoo! Auctions. After winning, the customer cannot cancel and needs to pay for the auction order in "Payment management" ("Quản lý thanh toán").
• The customer does not pay or abandons the item after winning an auction. This case may incur a processing fee and result in auction feature restriction; repeat violations may result in permanent restriction.

After winning an auction, the system creates an order consisting of the winning price including tax and the shipping fee reported by the seller. This amount is not automatically deducted from the balance; the customer needs to proactively pay in "Payment management" ("Quản lý thanh toán") within the deadline required by the seller. Some sellers require payment within 12 or 24 hours, so the customer needs to pay as soon as possible.

After placing an order, customers cannot cancel it themselves on the website. If support is needed, customers should contact Suzuki to have the processing status of the link or order checked.

• If a link is canceled because the item is out of stock, the seller cancels, or the transaction is rejected, the held amount will be refunded to the balance.
• If the cancellation is not due to the seller’s fault, the customer may bear a processing fee. The fee amount is reviewed on a case-by-case basis.
• For Mercari, items marked "専用" will be asked about by Suzuki with the seller before purchase.
• For Yahoo! Auctions, customers cannot cancel after they have won the auction.

When a surcharge arises after placing an order, customers receive a payment request in "Payment Management" ("Quản lý thanh toán"). For surcharges due to the seller increasing the price, customers may refuse to pay and the link will be canceled, except in the case of Yahoo! Auctions where the surcharge is mandatory.

When a link or order falls under a refundable case, the refund is recorded to the customer’s Balance.

• Most refunds are recorded as soon as the link or order is canceled on Suzuki.
• If Suzuki must wait for the marketplace or seller to refund the money, the timing of the refund to the Balance depends on the refund from the marketplace or seller.
• Transaction history can be viewed on the account page.
• Amounts awaiting customer payment are displayed in "Payment management" ("Quản lý thanh toán").

Refunding to the Balance and withdrawing money to a bank are two different steps. After the money has been credited to the Balance, the customer can create a withdrawal request if the withdrawal conditions are met.

Customers create a withdrawal request in the "Withdrawal history" ("Lịch sử rút tiền") section. Withdrawals apply only to the VND wallet.

The amount being held for orders that have not been completely purchased, withdrawal requests being processed, and auction deposits is not included in the available balance for withdrawal.

Issues involving damaged, missing, or lost items are handled according to the claim process. Compensation or a refund, if any, will be reviewed based on the cause, evidence, and item value.

• Customers submit a claim in the "Claim/Feedback" ("Khiếu nại/Góp ý") section in their account or send a chat message.
• The file should include the order code or package code, photos and a continuous video recorded while opening the package, photos of the packaging and label, together with a description of the issue.
• Customers should report as soon as possible after receiving the items.
• Before the items arrive at the Japan warehouse, delivery and receipt are the responsibility of the seller and the Japan domestic shipping carrier; Suzuki assists in working with the seller or marketplace.
• From the time the items are received into the Japan warehouse until they leave the Vietnam warehouse, Suzuki will review its own responsibility.
• When the Vietnam domestic delivery carrier is holding the items, handling will follow that carrier’s policy; Suzuki assists with the claim.

Suzuki does not provide insurance services. Compensation requests, if any, will be reviewed on a case-by-case basis according to the file and actual evidence.

To bid on Yahoo! Auctions, customers need to verify their phone number and activate the "Auction Plan" ("Gói đấu giá") with a deposit. The auction deposit is separated from the available balance.

• Each item for which the customer is currently leading or which is pending occupies one slot in the auction plan.
• Customers withdraw the deposit by clicking "Withdraw deposit" ("Rút cọc"); the deposit is transferred back to the Balance.
• The deposit cannot be withdrawn when the customer is leading an auction that has not ended or still has an unpaid auction order.
• After the deposit has returned to the Balance, withdrawing it to a bank account is subject to the conditions and withdrawal limits from the Balance.

Suzuki handles refunds, order cancellations, handling fees, and claims based on transaction data, status with the seller or marketplace, shipping status, evidence provided by the customer, and relevant regulations.

Within the scope of Suzuki’s service, the handling result after reviewing the file is the final basis applied to any refund, handling fee, and compensation if any. Suzuki notifies the customer of the handling result.

• Support email: [email protected].
• Support phone: +81 3 3667 7108, from 10:00 to 18:00 Japan time, Monday to Friday, excluding Japanese holidays.
• Support chat: from 9:00 to 20:00 Vietnam time, directly on the website and app.
• Website: https://suzukitrade.com.