Regarding Inquiries

• Our responses are sent exclusively to the customer who made the inquiry. Please refrain from sharing or posting all or part of the response content with others or on platforms such as social media where it can be viewed by the public.

Initial Defective Product Exchange Guidelines

If you find a defect in the product you purchased, we apologize for the inconvenience, but please contact us through the Initial Defective Product Inquiry Form within 7 days of receiving the product.

Points to Check Before Inquiring

• Please prepare images or videos that show the defect of the product.

Cases Where Returns or Exchanges Cannot Be Accepted

• Returns or exchanges due to the customer's convenience.

• Contact made after 7 days from the product's arrival.

• Items returned without prior notice.

• Damage or defects occurring after the customer has used the product.

• Requests for returns or exchanges from someone other than the purchaser.

• Purchases made through auction sites or other non-official channels.

• Purchases made from stores other than our company.

• Paint imperfections, minor scratches, etc., which are difficult to avoid during manufacturing processes.

• Defects in outer packaging, boxes, product tags, etc., when there is no issue with the product itself.

• Other cases where no defect is recognized according to our company's regulations.

Important Notes on Exchanges

• If you send the product back without prior notice, we will not be able to process exchanges or refunds.

• The shipment of replacement products is limited to Japan only. We are unable to ship to countries outside of Japan, so please understand.

• Even if you contact us within 7 days of purchasing or receiving the product, if the product is sold out and no replacement is available, we may offer a refund. Please be aware of this in advance.

Inquiry Type *

Initial Defect Reception Form

Inquiry Form

Please enter the information you provided when you placed your order.

You can check your order number and product name in your order history on My Page.

If you are inquiring about an order, please enter the information you provided when you placed your order.

You can check your order number and product name in your order history on My Page.

Order Number

To verify your order details, please enter your order number.
If not provided, our response may be delayed.

Product name or product id *

Please enter the condition of the defective part *

Please attach a photo or video of the defective area

Inquiry Details *

File uploads *

temp-for-101400-file2-1_

*File size up to 30MG

File uploads

temp-for-101400-file2-2_

*File size up to 30MG

Please enter your name, e-mail address, and phone number registered on My Page

Last Name *

First Name *

Email *

Phone *

Address (required)

Please indicate your shipping address in case we have to reship the order.

If you do not provide a shipping address, we will reship to the address you provided when you placed your order.

Please note that this is not a guarantee of re-shipment or replacement.

Zip code (numbers only) *

Prefecture

If you live in US, leave this unselected and enter State/Region in the next field

State/Region/City *

Address line 1 *

Address line 2

Address (optional)

Zip code (numbers only)

Prefecture

If you live in US, leave this unselected and enter State/Region in the next field

State/Region/City

Address line 1

Address line 2

I agree toPrivacy Policy *

お問い合わせありがとうございます

[GLOBAL] HIBINO smart series