Returns & Exchange Policy
About cancellations and returns (refunds and exchanges)
Our conditions are as follows:
Cancellation due to customer's convenience (before the product is shipped)
Refunds due to customer convenience
Exchange at customer's convenience
Refunds due to product defects
Exchange due to product defects
*We do not accept exchanges or refunds due to customer convenience.
■Cancellation due to customer's convenience (before the product is shipped)
You may cancel your order within 30 minutes of placing it, with or without giving any reason.
However, in the following cases, you may not be able to cancel within 30 minutes.
- Orders with the earliest possible delivery date specified. Please note that we do not accept cancellations due to customer convenience if more than 30 minutes have passed since the order was placed.
Please be aware of this in advance.
■Refunds due to customer convenience
Generally, we do not accept refunds due to customer convenience.
Please let us know via chat, phone or email if you wish to request a refund.
■Exchange due to customer's convenience
Generally, we do not accept exchanges due to customer convenience.
Note: In some cases, we may be unable to accommodate an exchange, such as if we are unable to arrange for the same product. In such cases, we will refund your money.
■Refunds due to product defects
We will refund you if the following conditions are met:
Conditions for Support Regardless of whether the product has been used or not, in principle, we will only support those who contact us by chat, phone or email within the support period. However, refunds will not be made for malfunctions due to the following reasons: - Malfunctions caused by modification, disassembly or use of the device by the customer or a third party - Malfunctions caused by natural disasters such as fire, submersion in water or earthquakes - Malfunctions caused by the customer's intentional or negligent acts - Malfunctions caused by operating the product in an environment outside the product specifications (such as impact from a fall) - Malfunctions caused by salt damage, gas damage (sulfur gas, etc.), etc.
Available period: If you contact us within 3 days after the product arrives
Refund amount: Full product price
Return shipping fee paid by the store
Please let us know via chat, phone or email that you would like a refund. In principle, we will cover the cost of return shipping. We will check whether the return meets the terms and conditions and then process the return. (At our expense)
■ Exchange due to product defects
We will exchange products if the following conditions are met:
Conditions for Support In the event that a defect is found when the customer receives and checks the product, we will only respond to cases where the customer notifies us by chat, phone or email within the support period. However, refunds will not be made for malfunctions due to the following reasons: - Malfunctions caused by modification, disassembly or use of the device by the customer or a third party - Malfunctions caused by natural disasters such as fire, submersion in water or earthquakes - Malfunctions caused by the customer's intentional or negligent acts - Malfunctions caused by operating the product in an environment outside the product specifications (such as impact from a fall) - Malfunctions caused by salt damage, gas damage (sulfur gas, etc.), etc.
Available period: If you contact us within 3 days after the product arrives
Return shipping fee paid by the store
Re-shipping fee to be paid by the store
Note: There may be cases where we are unable to arrange an exchange for the same product. In that case, please understand that we will refund your money. We will check whether the product meets the exchange conditions and then respond to your request. (At our expense)
■ Cancellation, refund and exchange contact information
telephone number
0335428999
email address
tom@traxtokyo.com
chat
■Return address
post code
1040061
Address: 3F Tanabe Building, 7-13-4 Ginza, Chuo-ku, Tokyo
telephone number
0335428999
■Notes regarding cancellations, refunds, and exchanges
Damage caused by the following reasons will not be eligible for refunds, returns or cancellations. If you would like a refund, please let us know the situation and we will confirm whether we can accommodate your request. - Damage caused by modification, disassembly or use of the device by the customer or a third party - Damage caused by natural disasters such as fire, submersion in water or earthquakes - Damage caused by intentional or negligent acts by the customer - Damage caused by operating the product in an environment outside of the product specifications (such as impact from a fall) - Damage caused by salt damage, gas damage (sulfur gas, etc.), etc.