The Guidelines on Indication of Special Provisions on Returns in Mail Order Sales
In the Act on Specified Commercial Transactions (Act No. 57 of 1976; hereinafter referred
to as "the Act"), there are provisions about the withdrawal of an offer for a contract inMail Order Sales to prevent problems on returns caused by unclear indication of whether
goods or designated rights can be returned in Mail Order Sales (Article 15-2).
These provisions provide that, if the business operator indicates special provisions on
the withdrawal of an offer (hereinafter referred to as "special return provisions") in theadvertisements, such special return provisions will prevail.
Moreover, administrative controls specify that matters on the withdrawal of the offer fora contract including the special return provisions must be indicated in theadvertisements when the sales conditions of goods are advertised.
With regard to these special return provisions, in consideration of the purpose of Article
15-2 of the Act to prevent return disputes in Mail Order Sales, Article 9 and Article 16-2
of Regulations for Enforcement of the Act on Specified Commercial Transactions(Ordinance of the Ministry of International Trade and Industry No. 89 of 1976;
hereinafter referred to as "the Regulations for Enforcement") specify that it "must be
indicated in an easily-visible place in a clear, legible manner for customers, or in othermanner easily-recognizable by customers."
In these guidelines, specific examples are shown for each advertising medium, to give an
idea of such easily-recognizable indications, as well as the indication methods that
increase the possibility of consumers making the offer for a contract without recognizing
the special return provisions.
These guidelines are just an example, and sellers are expected to continue to make efforts
so as to make the indication easier to understand for consumers.
I. Common matters to each advertising medium
1. Indication methods of special return provisions(1) Indication size and placeIf special return provisions are indicated in a very small font or at a place which is hardfor consumers to recognize in advertisements, regardless of the media, it is notconsidered to be an easily-recognizable indication for customers, and thus it is necessary
to indicate them in an easily-recognizable manner in terms of indication size and place.
(2) Clear distinction from matters other than special return provisions
In order to enable consumers to easily recognize special return provisions, it is necessary
to indicate the provisions so that they stand out and won’t blend in with other matterssuch as offering process or bank transfer method, regardless of the media.
For example, it is necessary to take measures such as indicating near a place where thematters consumers will check for sure, such as the price of goods or telephone number
for making an offer, are indicated, or indicating the special return provisions in a
separate space with a title such as "matters on returns" so as to make a distinction fromother matters.
(3) Method for indicating "whether returns are possible," "return conditions," and "thenecessity of shipping charges for returns" in special return provisions"Whether returns are possible," "return conditions," and "the necessity of shipping
charges for returns" (hereinafter referred to as "important matters in special returnprovisions") are main causes of return problems, and thus it is necessary to indicate themin a clearer manner than that for other matters so as to enable consumers to easily
recognize the contents, in consideration of the purpose of Article 15-2 of the Act.
For example, it is necessary to take measures such as indicating near a place where
matters consumers will check for sure, such as the price of goods or telephone number
for making an offer, are indicated, indicating with the same font size as the price of goods,
etc., indicating in color or bold, or indicating in a font size larger than other matters(refund methods, etc.) related to special return provisions.
(4) Usage of a page that indicates common rules to be applied to all goods
In consideration of the purpose of Article 15-2 of the Act, in advertisements, all contents

of the special return provisions should be in principle indicated for each good, but there
are various types of advertisements, many of which have limited space or time. Moreover,
if all of the special return provisions are indicated for each good, it will be too muchinformation and may not serve the convenience of consumers.
Mainly in Catalog Mail Order Sales or Internet Mail Order Sales, on the other hand, thespecial return provisions are sometimes indicated on a page where common rules suchas a "user guide" to be applied to all goods are indicated (hereinafter referred to as"common indication part").
Such indication methods may not only solve restrictions on advertising space, but also
be easier for consumers to understand than repeated explanation for each good.
Thus, if the common indication part is used as the indication method, it may beconsidered to be an indication easily recognizable by consumers.
2. Special provisions on warranty against defects
These guidelines only show methods of indicating special return provisions for cases
where such provisions are provided for goods without defects.
On the other hand, if special provisions on the seller's warranty against defects areprovided for cases where the goods have defects, indication to that effect is separately
required pursuant to Article 8, item (v) of the Regulations for Enforcement under Article
11, item (v) of the Act.
As administrative controls, the former is a matter which must be indicated regardless ofthe contents, whereas the latter is a matter which must be indicated only if special
provisions are provided in order to avoid responsibility even when the goods have defects.
Considering the difference of these characteristics, when indicating special provisions, itis necessary to clarify whether they are special return provisions for the case that sellers
sold goods without defects, or they are special provisions about the seller's warranty
against defects in the case of goods with defects.
If it is hard to tell which of the above is indicated from the way it is indicated, such

advertising content is interpreted, based on the spirit of the Act and in terms of civil
liability, as providing only for the special return provisions for goods without defects, andthus for the seller's warranty against defects in case that goods have defects, the generalprinciples of the Civil Code and Commercial Code must be followed.
II. Indication of special return provisions in each advertising media
1. In the case of advertising by paper media such as a catalog(1) Indication methods of special return provisions without using the common indication
part① Indication method of special return provisions which is considered to be easily
recognizable by customers (Fig. 1)
Method of indicating all of the special return provisions in the description section of eachgood in the advertisements, in a clear manner, and so as not to be hidden or lost among
other matters (e.g., the indication, etc. in the same font size as the price of goods, in color
or bold, near a place where matters that consumers will check for sure, such as the priceof goods or telephone number for making an offer, are indicated).
② Indication method of special return provisions which may not be easily recognizable
by customers (Fig. 2)
Method of indicating no special return provisions in the description section of each goodin the advertisements, method of indicating indistinctly (e.g., indication in a very smallfont), or method of indicating so as to be hidden or lost among other matters.
(2) Indication methods of special return provisions by using the common indication part
① Indication method of special return provisions which is considered to be easily
recognizable by customers (Fig. 1)
Indication methods that satisfy all the conditions listed under i to iii below in theadvertising part of each good and in the common indication part.

i. Indication in the advertisements of each good・Method of showing a mark or letters indicating the "important matters in special
return provisions," such as "returns are not accepted," "returns are accepted only within○ days after arrival," "returns are accepted unless it is used," or "the shipping charges
are borne by customers," in a clear manner, so as not to be hidden or lost among othermatters in the description section of each good in the advertisements.
・ When the special return provisions are provided for several cases, and such cases are
categorized as "return A" or "return B," a method of showing a mark or letters indicating
those categories in a clear manner, so as not to be hidden or lost among other matters.
・ In addition to making the above indication, stating "please refer to the User Guide(page ○) for more details on returns," and indicating the details of the special returnprovisions in the common indication part.
ii. Indication in the common indication part・Method of indicating special return provisions in the common indication part in a way
such provisions are easily recognizable at first glance (e.g., clarifying the place where thespecial return provisions are described by providing a title such as "notification about
returns" for consumers)
・Method of indicating "important matters in special return provisions" in a clearermanner than the indication of the other details of the special return provisions so as toenable consumers to easily recognize the contents (e.g., using the same font size as theprice, etc. of goods, indicating in color or bold, etc.)
iii. Correspondence between advertised goods and special return provisions
・When different special return provisions apply to different goods that are advertisedin the same catalog, a method of clarifying the correspondence between each good andthe common indication part by clearly indicating which special return provision apply towhich good for consumers (e.g., a method of clarifying which kinds of goods are subject
to the special return provisions by indicating "the return of underwear (including
stocking as and excluding colored or patterned T-shirts) is not accepted" or "the returnof food and drink (excluding supplements) is accepted" in the common indication part.)② In cases where the common indication part is used, an indication method of special
return provisions which may not be easily recognizable by customers (Fig. 2)
Indication methods falling under any of the following i to iv in the advertising part ofeach good and in the common indication parti. Indication in the advertisements of each good・Method of indicating nothing about special return provisions in the description sectionof each good in the advertisements
・Method in which the explanation of special return provisions is lost among othermatters because they are indicated together with other matters without a title such as"returns are not accepted" or "returns are accepted only within ○ days after arrival" inthe description section of each good in the advertisements
・Method of indicating them in a place which is hard to recognize, such as on the cornerof a page
・A method of indicating them in a very small font・Method in which it is hard for consumers to recognize that the special return provisions
are indicated in the common indication part, e.g., the notification that the details of
special return provisions are indicated in the common indication part, such as "pleasesee here for the details of returns," is indicated in a very small font, or only on every
several pages
ii. Indication in the common indication part・Method in which the indication of special return provisions in the common indication
part is lost among other matters because they are indicated without distinction fromother matters as part of purchase rules comprised of tens of Articles including thoseabout matters other than special return provisions

・Method of indicating special return provisions in a very small font
ⅲ. Correspondence between advertised goods and special return provisions
・When different special return provisions apply to different goods that are advertisedin the same catalog, a method that does not clearly indicate which special returnprovisions apply to which goods for consumers and thus does not clarify thecorrespondence between each good and the common indication part (e.g., the range ofgoods subject to special return provisions is unclear, such as cases where only "returns
are not accepted for goods whose value significantly falls after purchase or use, such as
underwear or food and drink" is indicated and thus it is unclear whether T-shirts which
may be used like underwear or dietary supplements which are not general food or drink
are also subject to the special return provisions.)
iv. Other
・When the common indication part is indicated in a separate book from the catalog, andthe offer can be made by referring only to the catalog, ① method in which they areseparately distributed, such as not bundling the book with the catalog, ② method inwhich the size of the book is so small that it can easily be lost among other items thatare also bundled with the catalog, or ③ method in which the correspondence between
the catalog and the book is unclear because it is not shown in the catalog that thecommon indication part is indicated in the separate book.
It should be noted that even though the catalog and the separate book are together
considered to be one advertisement, physically they are separated; therefore it isdesirable to take such measures as providing, also in the catalog, the common indication
part about at least important matters in special return provisions.
2. Advertising on the Internet(1) Indication methods of special return provisions without using the common indication
part① Indication method of special return provisions which is considered to easily
recognizable by customers (Fig. 3)

Method in which all of the special return provisions are indicated in the description
section of each good in the advertisements and the page for finalizing an offer, in a clear
manner and so as not to be hidden or lost among other matters (e.g., indication in thesame font size as prices of goods, in a font size of 12 points or more at a default settingin the case of personal computers, or in color or in bold, near a place where mattersconsumers will check for sure, such as the price of goods or telephone number for making
an offer, are indicated)② Indication method of special return provisions which may not be easily recognizable
by customers (Fig. 4)
Method of indicating no special return provisions in the description section of each goodin the advertisements, method of indicating indistinctly (e.g., indication in a very smallfont), or method of indicating so as to be hidden or lost among other matters(2) Indication methods of special return provisions by using the common indication part(indication in the advertising)① Indication method of special return provisions which is considered to be easily
recognizable by customers (Fig. 3)
Indication methods that satisfy all the conditions under i to iv below in the advertisingpart of each good and in the common indication parti. Indication in the advertisements of each good・Method of showing a mark or letters mainly indicating the "important matters inspecial return provisions," such as "returns are not accepted," "returns are accepted only
within ○ days after arrival," "returns are accepted unless it is used," or "the shipping
charges are borne by customers," in a clear manner, so as not to be hidden or lost among
other matters in the description section of each good in the advertisements (e.g.,indication in the same font size as prices of goods, in a font size of 12 points or more at adefault setting in the case of personal computers, or in color or in bold, near a place where
matters consumers will check for sure, such as the price of goods or telephone number
for making an offer, are indicated).

・ When the special return provisions are provided for several cases, and such cases are
categorized as "return A" or "return B," a method of showing a mark or letters indicating
those categories in a clear manner, so as not to be hidden or lost among other matters.
・ In addition to making the above indication, stating "please refer to the User Guide
for more details on returns” for other details of the special return provisions, and setting
up a link on the sentence so that the common indication part will be displayed whenclicking on the link
ii. Indication through a so-called index tab

Method in which the common indication part is indicated by clicking on the labeling"User Guide" or the like, on a so-called "index tab" or other system for promptly
displaying desirable pages, which is displayed throughout all processes from theadvertising to the offer.
iii. Indication in the common indication part・Method of indicating special return provisions in the common indication part in a way
such provisions are easily recognizable at first glance (e.g., clarifying the place where thespecial return provisions are described by providing a title such as "notification about
returns" for consumers)
・Method of indicating "important matters in special return provisions" in a clearermanner than the indication of the other details of the special return provisions so as toenable consumers to easily recognize the contents (e.g., using the same font size as theprice, etc. of goods, indicating in color or bold, etc.)
iv. Correspondence between advertised goods and special return provisions
・When different special return provisions apply to different goods that are advertisedon the same website, a method of clarifying the correspondence between each good withthe common indication part by clearly indicating which special return provisions apply
to which goods for consumers (e.g., a method of clarifying which kinds of goods are subject

to the special return provisions by indicating "the return of underwear (including
stockings and excluding colored or patterned T-shirts) is not accepted" or "the return offood and drink (excluding supplements) is not accepted" in the common indication part.)② Indication method of special return provisions which may not be easily recognizable
by customers (Fig. 4)
Indication methods falling under any of the following i to iv in the advertising part ofeach good and the common indication parti. Indication in the advertisements of each good・Method of indicating nothing about special return provisions in the description sectionof each good in the advertisements
・Method in which titles such as "returns are not accepted" or "returns are accepted only
within ○ days after arrival" are indicated in the description section of each good in theadvertisements, but they are visible only after scrolling all the way down the page.
・Method in which the explanation of special return provisions is lost among othermatters because a title like "About Returns" is not provided
・Method of indicating them in a place which is hard to recognize, such as on the cornerof a page
・Method of indicating them in a very small font・Methods in which the notification for consumers that the details of special returnprovisions are indicated in the common indication part, such as "please see here for thedetails of returns," is indicated in a very small font, or the common indication part cannot
be reached without going through many pages
ii. Indication through a so-called index tab
・Method in which a so-called index tab or similar system that shows the common
indication part when clicked is not indicatediii. Indication in the common indication part・Method in which the indication of special return provisions in the common indication
part is lost among other matters because they are indicated without distinction fromother matters as part of purchase rules comprised of tens of Articles including thoseabout matters other than special return provisions
・Method of indicating special return provisions in a very small font
iv. Correspondence between advertised goods and special return provisions
・When different special return provisions apply to different goods that are advertisedon the same website, a method that does not clearly indicate which special returnprovisions apply to which goods for consumers and thus does not clarify thecorrespondence between each good and the common indication part (e.g., the range ofgoods subject to special return provisions is unclear, such as cases where only "returns
are not accepted for goods whose value significantly falls after purchase or use, such as
underwear or food and drink" is indicated and thus it is unclear whether T-shirts which
may be used like underwear or dietary supplements which are not general food or drink
are also subject to the special return provisions.)(3) Indication method of special return provisions on the page for finalizing an offer
which is considered to be easily recognizable by consumers① Indication method of special return provisions which is considered to be easily
recognizable by customers (Fig. 5)
Indication methods that satisfy all the conditions under i to iv below in the description
section of each good and in the common indication parti. Indication on the page for finalizing an offer
・Method of showing, on the page for finalizing an offer, a mark or letters indicating thespecial return provisions in addition to the indication of names or prices of each good ina clear manner so as not to be hidden or lost among other matters (e.g., indication in a

font size of 12 points or more at a default setting in the case of personal computers, or incolor or in bold, etc.).
・When the special return provisions are provided for several cases, and such cases are
categorized as "return A" or "return B," a method of showing, along with the names andprices of each good, a mark or letters indicating those categories in a clear manner, so as
not to be hidden or lost among other matters.
・In addition to making the above indication, stating "please refer to the User Guide formore details on returns” for other details of the special return provisions, and setting up
a link on the sentence so that the common indication part will be displayed when clicking
on the link
ii. Indication through a so-called index tab
Method in which the common indication part is indicated by clicking on the labeling"User Guide” or the like, on a so-called "index tab" or other system for promptly
displaying desirable pages, which is displayed throughout all processes from theadvertising to the offer.
iii. Indication in the common indication part・Method of indicating special return provisions in the common indication part in a way
such provisions are easily recognizable at first glance (e.g., clarifying the place where thespecial return provisions are described by providing a title such as "notification about
returns" for consumers)
・Method of indicating "important matters in special return provisions" in a clearermanner than the indication of the other details of the special return provisions so as toenable consumers to easily recognize the contents (e.g., using the same font size as theprice, etc. of goods, indicating in color or bold, etc.)
iv. Correspondence between advertised goods and special return provisions
・When different special return provisions apply to different goods that are advertisedon the same website, a method of clarifying the correspondence between each good andthe common indication part by clearly indicating which special return provisions apply
to which goods for consumers (e.g., a method of clarifying which kinds of goods are subject
to the special return provisions by indicating "the return of underwear (including
stockings and excluding colored or patterned T-shirts) is not accepted" or "the return offood and drink (excluding supplements) is not accepted" in the common indication part.)② Indication method of special return provisions which may not be easily recognizable
by customers (Fig. 6)
Indication methods falling under any of the following i to iv in the description section ofeach good and in the common indication parti. Indication in the advertisements of each good・Method of indicating nothing about special return provisions in the description sectionof each good on the page for making an offer
・Method in which titles such as "returns are not accepted" or "returns are accepted only
within ○ days after arrival" are indicated, but they are visible only after scrolling all theway down the page.
・Method in which the explanation of special return provisions is lost among othermatters because a title like "About Returns" is not provided
・Method of indicating them in a place which is hard to recognize, such as on the cornerof a page
・Method of indicating them in a very small font・Methods in which the notification for consumers that the details of special returnprovisions are indicated in the common indication part, such as "please see here for thedetails of returns," is indicated in a very small font, or the common indication part cannot
be reached without going through many pages
ii. Indication through a so-called index tab

・Method in which a so-called index tab or similar system that shows the common
indication part when clicked is not indicatediii. Indication in the common indication part・Method in which the indication of special return provisions in the common indication
part is lost among other matters because they are indicated without distinction fromother matters as part of purchase rules comprised of tens of Articles including thoseabout matters other than special return provisions
・Method of indicating special return provisions in a very small font
iv. Correspondence between advertised goods and special return provisions
・When different special return provisions apply to different goods that are advertisedon the same website, a method that does not clearly indicate which special returnprovisions apply to which goods for consumers and thus does not clarify thecorrespondence between each good and the common indication part (e.g., the range ofgoods subject to special return provisions is unclear, such as cases where only "returns
are not accepted for goods whose value significantly falls after purchase or use, such as
underwear or food and drink" is indicated and thus it is unclear whether T-shirts which
may be used like underwear or dietary supplements which are not general food or drink
are also subject to the special return provisions.)
3. Advertising on TV(1) Indication method of special return provisions which is considered to be easily
recognizable by customers (Fig. 7 and 8)
Methods that satisfy all the conditions under following items in the description sectionof each good・Method of indicating special return provisions for each good whenever a screen for
consumers to make an offer is displayed (a screen that shows a telephone number, etc.),
or for a certain time before or after such screen is shown.

・Method of indicating special return provisions so as not to be hidden or lost among
other matters
・Method of indicating important matters of special return provisions in a clear manner(e.g., using the same font size as prices of goods, etc., in color or in bold, or for a longer
display time)
・In the case of a long advertisement, it is desirable to indicate them not only on a screen
where a consumer is able to make an offer, but also in the middle of the advertising. (Itshould be noted that, if a telephone number is constantly displayed, it might be difficult
to show the matters on returns constantly as well due to problems of the screen layout,etc. In this case, if the details of goods are always indicated on the corner of the screen,for example, a method in which such details and an explanation of matters on returns
are alternately indicated for a certain period of time is also permitted as a methodcomplying with the constant indication.)
・It is desirable to also orally explain special return provisions during the advertising.
(2) Indication method of special return provisions which may not be easily recognizable
by customers (Fig. 9, 10)
Indication methods falling under any of the following i to iv in the description section ofeach good・Method of indicating nothing about special return provisions for each good when ascreen that shows information for consumers to make an offer is displayed (price of goods,
telephone numbers, etc.), or before and after such screen is shown・Method in which the part where special return provisions are indicated is hard torecognize, because there are no titles such as "About Returns," although special returnprovisions are indicated on the screen
・Method of indicating them in a place which is hard to recognize, such as on the cornerof a screen
・Method of indicating them in a very small font

4. Advertising on the radio(1) Indication method of special return provisions which is considered to be easily
recognizable by customers (Fig. 11)① Method in which all of the special return provisions are explained in a manner that
consumers are able to easily hear during the explanation of each good (e.g., indication at
the same volume as that for other matters, explanation at a speed which is easy tounderstand)② If the method explained in ① is not used, method that meets all of the following i toii. (*In the case of advertising on the radio, it is highly difficult to indicate many matters
due to its nature, and thus it is considered sufficient to meet only i to ii below, as an
exception.)
i. Indication in the advertising of each good
・When special return provisions are explained by a customer service representative ina call center, a method in which an explanation to that effect is given in a manner thatenables consumers to recognize that the speaker is talking about the special returnprovisions, in a way consumers are able to easily hear (e.g., indication at the same
volume as that for other matters, explanation at a speed which is easy to understand),such as by saying "please ask our customer service representative about delivery,
returns, etc." after the explanation of the prices of goods and other details.
ii. Response by a customer service representative
・Method of explaining special return provisions before starting procedures for offer
・Method of explaining special return provisions at a speed which is easy to understand(2) Indication method of special return provisions which may not be easily recognizable
by customers (Fig. 12)① Method of indicating nothing about special return provisions in the explanation ofeach good
② If the fact that they will be explained by a customer service representative is
explained in the advertisements, method which falls under any of the following i to ii
i. Indication in the advertisements of each good
・When special return provisions are explained by a customer service representative, themethod in which explanation to that effect is given to consumers, but in a manner thatis hard for consumers to hear (e.g., explaining at a very low volume, speaking too quickly,
etc.)ii. Response by a customer service representative
・ Method of explaining nothing about special return provisions even though it isexplained in the advertisements that the special return provisions will be explained bya customer service representative in a call center
・Method of explaining special return provisions at the end of procedures for making an
offer
・Method of explaining special return provisions so fast that it is hard for consumers tounderstand them