Return and Refund Policy 

Product Experiencing Initial Failure

We make every effort to ensure quality, but if the product is damaged or defective, we will accept returns or exchanges and bear the return shipping fee.

Please be sure to contact us using the inquiry form on the HOME page or by contacting us at this email, sales@reps-japan.com, within 7 days of receiving the item.

Sorry for your inconvenience, but please attach a photo of the damaged or defective part and specify the situation in as much detail as possible when contacting us.

Please do not discard the packing material used for packaging until you confirm that the product is functioning properly.

We will respond to your request as soon as possible. Please note that it may not be possible to replace the item immediately as it depends on our inventory.

Regarding refunds, in the case of returns due to a defective product, we will promptly process the refund as soon as the defective product is returned.

 

Cancellation / Return / Exchange due to Customer's Convenience

Please note that we cannot accept any cancellations, returns, or exchanges after the product has been shipped due to customer's convenience (other than initial defects and misdelivery). "Cooling-off" is a system applied to door-to-door sales. Cooling-off is not required for mail-order sales.

 

Please note, the following cases are examples of "returns for customer convenience":

  • Returns when all oil is used

  • Returns if the product has already been opened (used) other than a defective product

  • Returns if the product is scratched, damaged or soiled by the customer after it arrives

  • Items that have been delivered for more than 8 days

  • Returns without any particular reason

  • Returns if you don't like the item

  • Returns due to reasons such as not being able to wait if it takes time to replace products or parts due to initial defective products

  • Returns due to reasons such as arrival date and time

 

Long-term Absence / Refusal of Receipt

If you were absent when the product was delivered, please be sure to contact each delivery company office listed on the absentee card directly within 5 days.

 

Please be sure to pick up the package you sent at your own risk.

In the unlikely event that you do not pick up your package after the storage period of your absent package, the package will be returned to REPS and no refund will be given. Please pay the round-trip shipping fee and the return handling fee by bank transfer. We will inform you of the transfer destination by e-mail. After confirming that the transfer has been made, we will reship it.

 

About Emails Sent by REPS

If you do not receive a reply from us for your order or inquiry, we may have made a mistake in entering the address or sorted it into junk e-mail. We apologize for the inconvenience, but please contact us by clearly stating the content in the e-mail.