Repair Terms

1. These terms and conditions stipulate the basic conditions for users of this service (hereinafter referred to as "Customers") to request repairs for the various repair services (hereinafter referred to as "Services") provided by A.O.I. Japan Co., Ltd. (hereinafter referred to as "Our Company").
2. We will provide this service to you in accordance with these terms and conditions, so please agree to these terms and conditions before using this service. When you apply for repairs through this service, you will be deemed to have agreed to these terms and conditions. In the event of any contradiction or conflict between the provisions of these terms and conditions and the special terms and conditions, the special terms and conditions will take precedence.
3. Regarding the contents of the warranty, if there is an item in these Terms and Conditions that is not stated in the warranty card or if there is a discrepancy between the warranty card and these Terms and Conditions, these Terms and Conditions will take precedence. However, if there is an item in the warranty card that is not stated in these Terms and Conditions, the item in the warranty card will apply.
   
   

Article 2 Subject to Terms

1. We will provide this service to customers only for our products designated by us and sold in Japan, and only for products that we have determined to be eligible for this service and that are listed on our website, etc. Please note that there are some products that are not eligible for this service.
2. We provide this service only to customers who reside or are staying in Japan, and for products used in Japan.
3. If you have subscribed to an extended warranty or other service offered by a retailer, etc., the extended warranty and repair services based on said extended warranty are the result of an agreement between you and the retailer, etc., and we are not responsible for the content thereof, and these Terms and Conditions do not apply.
   
   

Article 3 Formation of Contract

1. The contract for this service based on these terms and conditions will be established when the customer applies for this service in accordance with the method specified by our company for the product designated by our company that they wish to have repaired (hereinafter referred to as the "repair request product"), and our company confirms the necessary details and whether or not we can provide this service, and then our company accepts the customer's request.
2. In addition to the cases set forth in these Terms and Conditions, there may be cases where we are unable to provide the Service due to the content, timing, method or other circumstances of your request, and we may refuse your request at our discretion.
   
   

Article 4 Purpose of Repair

1. We provide this service with the aim of repairing and maintaining the functionality and performance of our designated products used by customers in Japan when they break down. We do not guarantee that the product will be in a condition that meets the customer's intended use or special requests regarding functionality and performance.
2. After inspecting the item you have requested for repair, we may not be able to repair it depending on its condition and circumstances.
3. If we determine that repair is impossible, difficult, or unreasonable due to the condition of the product you are requesting repair, the defective part, or our circumstances, we may provide this service by replacing the product with a product selected by us that has equivalent functions and performance (including a product similar to the product you are requesting repair or a different model).If you do not agree to the replacement, your request for this service will be considered canceled.
   
   

Article 5 Repair Procedures

1. This service provided by our company is limited to pick-up repairs by shipping the product to our company for repair.
2. When we receive the product for repair, please remove all devices attached to the product itself (hereinafter referred to as "accessories"). If you hand over the product to us or a person designated by us with accessories attached, we will not be liable for any damages that may occur to the accessories during the repair process, such as stains, breakage, or loss.
3. Even if the product is returned unrepaired, we may take safety measures such as removing the battery for safety reasons.
4. Cancellations or changes cannot be accepted after repairs have begun.
5. Items for repair can only be returned within Japan by a shipping company designated by our company.
   
   

Article 6 Free repair

1. This only applies if the product is sent to us for repair within the warranty period.
2. If the product you request for repair is within the warranty period and we determine that it is an electrical or mechanical failure (hereinafter referred to as a "natural failure") caused by the product itself that occurred under normal use conditions in accordance with the instruction manual, the product label, and other cautions, we will repair the product you request for repair free of charge. However, if our diagnosis does not determine that the product is eligible for free repair even within the warranty period, we will repair it for a fee in accordance with these terms and conditions.
3. Even within the period specified in the preceding paragraph, any breakdowns, damage or other malfunctions caused by any of the following will be handled for a fee.
   - If the product is damaged due to improper use, modification, or improper repair.
   - Breakdowns and damage caused by improper handling after purchase (for example, dropping or tipping over), or by transportation or movement
   - When using an unspecified AC adapter or power source (voltage, frequency) or abnormal voltage caused by fire, earthquake, flood, lightning, or other natural disasters, as well as pollution, salt damage, or gas damage
   - When caused by external factors
   - If the warranty card is not presented, or if the date of purchase, customer name, or retailer name is not written on the warranty card, or if a warranty card with altered or copied wording is used.
   - When adjusting or changing settings or replacing consumable parts
   - When caused by the intentional or negligent acts of the customer or a third party, or by the actions of animals, etc.
   - Appearance differences within manufacturing tolerances (including processing marks, irregularities, bubbles, etc.)
   - If a malfunction, damage, or deterioration due to aging occurs due to use that does not comply with the instruction manual, enclosed label, or other cautions.
   ・When replacing a non-faulty part at the customer's request. ・When used in an environment that exceeds the water resistance depth or operating temperature range.
   - If the product is stored outside the storage temperature range (-5℃ to +45℃) or humidity range (20% to 60%). - If a false statement is made regarding the cause of the malfunction.
4. For repaired products (including product replacement), the warranty period from the time of original purchase will apply. However, if we determine that the failure is due to a natural cause in the same part within 180 days after the repair is completed, we will repair it free of charge.
   
   

Article 7 Repair work outsourcing

At our discretion and responsibility, we may outsource all or part of this service (including any related services) to our partner companies.

Article 8: Fees

1. The fee for this service (including repair fees and other expenses, hereinafter referred to as "repair fees") will vary depending on the condition and circumstances of the repair, and will be notified to the customer by our company on each occasion. The estimated repair fee can be confirmed on our website or at the repair consultation desk, but the actual fee may vary depending on the condition and circumstances, so please check with our customer support separately when requesting this service.
2. Regarding repair fees, if our diagnosis determines that the product is eligible for free repair, we will begin repairs without confirming whether or not the repair can proceed. If our diagnosis determines that the product is eligible for paid repairs, we will inform you of the estimated service fee, and you will be asked to let us know whether you would like to receive this service for that amount. Unless you agree to this service at that amount, we will not be obligated to repair the product and will return it to you.
3. In addition to the repair fee, the customer will be responsible for the following costs:
   ・Shipping fee
   ・Transfer fees, etc.
   ・Other costs that we will inform you of separately
4. Even if repairs are not carried out, the following service fees will be incurred.
   ・Inspection costs
   If you cancel your request for this service for your own reasons after we have provided you with a quote for the service fee, you will be responsible for the inspection fee of 1,100 yen (including consumption tax) and shipping costs.In addition, if the diagnosis reveals that the product you requested repair is not malfunctioning and no repairs or other measures are taken, you will be responsible for the inspection fee.
5. The fee structure and applicable products are subject to change without prior notice to you.
   
   

Article 9: Provision of Replacement Devices

This service does not include the provision of replacement equipment or loaner equipment while we are accepting the product you have requested for repair, and we are not obligated to provide such equipment to you.

Article 10 Handling of repair parts

1. In order to provide this service stably for a long period of time and to promote environmental protection, we may use refurbished or substitute parts during repairs at our discretion.
2. At our discretion, we may collect parts removed from the product for repair when replacing parts as part of this service for recycling, analysis, etc. Collected parts will become our property and will be recycled, reused, or disposed of at our discretion.
3. All parts removed from the product for replacement purposes will be owned by our company.
4. The specifications of parts used in this service may be subject to change without prior notice.
   
   

Article 11 Parts Retention Period

We have set a retention period for replacement parts (parts necessary to maintain the product's functionality) for each product. The retention period for these replacement parts will be the period during which this service can be provided for the product requested for repair. Therefore, we may no longer be able to accept repairs once replacement parts are out of stock. For limited products that use limited parts, once the limited parts in stock are gone, repairs will be carried out using existing parts instead.

Article 12 Storage of items requested for repair

1. If the repair of the product entrusted to us by you is completed, if the product is returned without being repaired, or if we have notified you of a date on which the product can be returned, and you have not received the product within 30 days (hereinafter referred to as the "storage period") from the date we provided you with the estimated cost, you shall promptly pay to us, upon our request, all costs incurred in storing the product (including, but not limited to, transportation costs to the storage location) and disposing of the product, in addition to the repair fee.
2. If you do not wish to receive this service at the estimated price after the storage period has elapsed, we will return the product to you. In this case, Article 8, Paragraph 4 of these Terms and Conditions will apply. If you do not collect the product, we will assume that you have abandoned ownership of the product, and we or our designated partner company will dispose of the product in a manner specified by us.
3. If our service involves exchanging the product you requested for repair for a replacement product, the exchange will be deemed to have been completed when our designated procedures are completed and the replacement product is ready to be handed over to you, and ownership of the product you requested for repair will be transferred from you to our company, and ownership of the replacement product will be transferred from our company to you (with this transfer of ownership, the product you requested for repair will become our property, and the replacement product will become your property). If you are unable to collect the replacement product, the customer's expenses and disposal of the replacement product will be in accordance with the preceding paragraph.
   
   

Article 13 Change of Contact Information

1. If your contact details, such as your address, telephone number, or email address, change before the provision of this service is completed, please contact us immediately.
2. Even if mail or other deliveries are not delivered due to an unknown address or other reasons, we will treat them as having arrived at the address provided by the customer.
3. Even if an email is not delivered due to an unknown address or internet problems, the email will be considered as having been received if it was sent to the email address provided by the customer.
   
   

Article 14 Handling of Personal Information

We strive to manage our customers' personal information appropriately in accordance with our " Privacy Policy ."

Article 15 Compensation for damages

Our liability for providing this service is limited to the matters and contents set forth in these Terms and Conditions, except in cases of our willful misconduct or gross negligence. We shall not be liable for any damages incurred by the customer due to special circumstances, lost profits, damages based on claims for compensation made by third parties, or damages resulting from the customer being unable to use the product due to a malfunction or defect in the product requested for repair. In principle, we will repair the product even if it becomes soiled or damaged while in our possession. Even if we are liable for damages to the customer in connection with the provision of this service, our liability shall be limited to the amount equivalent to the value of the product requested for repair, except in cases of our willful misconduct or gross negligence. The value of the product requested for repair shall be calculated based on the residual value after depreciation or the price of a product with equivalent performance sold in the market at the time of the damage.

Article 16: Exclusion of Relationships with Anti-Social Forces

If it is discovered that you are a member of an anti-social force (an organized crime group as defined in Article 2, Paragraph 2 of the Act on Prevention of Unjust Acts by Organized Crime Group Members (hereinafter referred to as the "Anti-Organized Crime Act"), an organized crime member as defined in Article 2, Paragraph 6 of the Anti-Organized Crime Act, a person who has not yet passed five years since the date of ceasing to be an organized crime member, a company related to an organized crime group, a corporate racketeer, a scammer pretending to be a social activist, a scammer pretending to be a political activist, a violent group with special intelligence, or any other group or individual who engages in violent demands or makes unreasonable demands that exceed legal responsibility), we may terminate the contract for this service, in whole or in part, at any time after such an event occurs, without any notice being required.

Article 17: Response to Unreasonable Demands and Customer Harassment

If the Company determines that a customer has engaged in conduct against the Company (including employees of the Company, affiliates, and cooperating companies) that exceeds the scope of socially acceptable conduct (including, but not limited to, the conduct set out below), the Company may terminate the contract for the Service in whole or in part without incurring any obligations.
Furthermore, if we determine that the behavior is malicious, we will contact the police, lawyers, etc. and take appropriate measures, such as claiming compensation for damages and costs related to restoring trust.

• Requests for free repairs, product replacements, or monetary compensation beyond the scope of the warranty (including cases where our company's fault or negligence is not recognized)
• Requests for repairs, product replacements, monetary compensation, etc., for items unrelated to the products or services provided by our company
• Unreasonable demands for apologies or punishment of those involved
• Violent acts, threatening or intimidating language, abusive language, sexual or discriminatory language, or language that denies a person's dignity. Restrictive acts such as refusing to leave, staying in, or being confined.
• Unreasonable requests, complaints, repeated contact, or continued behavior such as being restricted for more than 30 minutes
• Requesting false reports or diagnoses
• Requesting a reduction in repair costs or payment in installments
• Violation of the privacy of employees of our company and affiliated companies or dissemination of personal information
• Disseminating or spreading defamatory or false information on social media or the internet
• Other acts similar to those mentioned above
  
  

Article 18 Other

1. We cannot restore stickers or sheets applied by the customer, or coloring applied to the exterior casing parts, to their original condition.
2. These Terms are valid only in Japan. Furthermore, these Terms do not limit the legal rights of customers. Any matters not stipulated in these Terms will be decided through separate consultation.
3. The establishment, validity, performance and interpretation of these Terms and Conditions shall be governed by the laws of Japan.
4. Any disputes arising out of or relating to these Terms and Conditions shall be submitted to the exclusive jurisdiction of the Tokyo District Court as the court of first instance.
   
   

Article 19 Changes to Terms

The Company may change these Terms and Conditions as necessary. If the Terms and Conditions are changed, the date of the change will be announced on the Company's website or by other means, and the changed provisions will apply.

Established October 31, 2024