Important Notice

Support for defective products is provided only for customers who purchased SMT-A1 through this official global site and have the enclosed Certificate.

Please note that products purchased in Japan are not eligible for support via this form.

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.

Defective Product Exchange Guidelines

If you find a defect in the product you purchased, we apologize for the inconvenience, but please contact us through this Defective Product Inquiry Form within 14 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 due to "change of mind" or personal preference.

• Requests made more than 14 days after delivery.

• Items returned without prior notification/authorization.

• Damage or defects caused by customer use or mishandling.

• Requests made by anyone other than the original purchaser.

• Items purchased via auction sites or unauthorized resellers.

• Items not purchased directly from our Global Store (https://hibino-smartseries.com).

• Minor cosmetic imperfections (e.g., paint specs, fine scratches) inherent to the manufacturing process.

• Damage to outer packaging (boxes, tags) where the product itself is unaffected.

• Products purchased in Japan.

• Other cases where the product is deemed non-defective upon our inspection.

Important Notes on Exchanges

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

• The shipment of replacement products is limited to the United States only. We are unable to ship to the other countries.

• Even if you contact us within 14 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 and Number *

Please enter the condition of the defective part *

Please attach a photo or video of the defective area

Inquiry Details *

File uploads

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*File size up to 100MB

File uploads

temp-for-101400-file2-2_

*File size up to 100MB

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) *

State/Region/City *

Address line 1 *

Address line 2

Address (optional)

Zip code (numbers only)

State/Region/City

Address line 1

Address line 2

I agree toPrivacy Policy *

Thank you for your inquiry

We will contact you soon.

Thank you for your inquiry

We will contact you soon.

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