Global Limited Warranty Terms & Conditions
保証規定

日本国内で+LUMBER商品をご購入頂いたお客様は、商品に付属している保証書を御参照の上、販売店へお問合せください。

Strict inspections have been performed on all +LUMBER products throughout the production, however should you ever receive a defective product or the product that fails during the normal and proper use within the warranty period, you may receive a replacement or repair though Hacoa or vendors.

WHOM TO CONTACT

1. Customers who have purchased goods in authorized vendors, please contact the vendor directly regarding products and sales transactions. In order to have your product replaced, please follow the vendor’s instruction and policy. You may need to bring or send the defective product along with a valid proof of purchase & warranty.
Authorized vendors are all stores, except for Hacoa Direct Stores, Hacoa Online Store, and Rakuten Mokkoya.

2. Customers who purchased goods directly from Hacoa, including Hacoa Direct Stores, Hacoa Online Store, and Rakuten Mokkoya, and those who ordered through Hacoa’s email and phone order service shall contact Hacoa for repair or exchange. Customer service is available in English and Japanese.

CONTACTING Hacoa

To request a repair or exchange to Hacoa, please email the following to us at global@hacoa.com. Only an item with prior approval may be repaired or exchanged.

Things to email Hacoa

• Proof of purchase –
  Receipt or Order Confirmation that includes the date of purchase, shop name, and the product name or code that identifies item.
• Warranty Form, if any – Date & vendor’s information are filled.
• Delivery Slip - a scan or digital photograph, if item is delivered.
• Digital photograph of the product and packaging.
• Brief description of the problem in English or Japanese.

INTERNATIONALLY SENDING ITEMS BACK TO Hacoa

After your item was pre-approved, it is customer’s responsibility to get the product to Hacoa in the condition shown in the approved photos.

Send to Hacoa

• Approval Reference Number
• Approved proof of purchase – must be original. Copy is not accepted
• Approved Warranty Form, if any – must be original. Copy is not accepted
• Your name
• Phone number
• Return address
• Defective product
• Original packaging

In case of sending by courier all postage, packing, insurance and any other costs related to request for exchange or repair, either covered or not covered by warranty, are customer’s responsibility and will not be refunded. Please use a proper carton, adequate packing materials and a traceable delivery method, as Hacoa shall not be liable for loss of or damage to the goods occurred during transportation.

For overseas return, only the item with a prior approval will be exchanged or repaired. Please print clearly on package “RETURN ITEM FOR REPAIR WITH NO COMMERCIAL VALUE.”

It is granted that Hacoa inspects the goods within 7- 10 business days following delivery if the customer believes the goods are defective any way. For defective goods, which we have agreed in writing that the customer is entitled to reject, Hacoa’s liability is limited to either (at our discretion) replacing the goods with the same or the closest possible products. Goods repaired or exchanged shall be sent back to the customer by EMS. Although taxes and customs duties are not always incurred, in case they are incurred, the customer agrees to pay these fees.

PRODUCTS WITH WARRANTY

Hacoa warrants +Lumber’s electronic devices and clocks against defects in materials and workmanship when used normally and properly in accordance with the precautions and guidelines for a period stated in Warranty Form (“Warranty Period”). Hacoa’s obligation is strictly limited to repair or replacement, at the sole option of Hacoa.

If you contact Hacoa within Warranty Period you may be entitled to the following:

• Complimentary repair
• Complimentary exchange
• Customer-paid repair

If you contact Hacoa after the warranty is expired, you may be entitled to the following:

• Customer-paid repair

OTHER PRODUCTS

All products besides electronics and clocks are provided “as is” and without warranties of any kind, either expressed or implied. Only when initial defects are observed repair or exchange will be assessed. Hacoa’s obligation is strictly limited to repair or replacement, at the sole option of Hacoa.

If you contact Hacoa within fourteen (14) days of purchase or delivery, you may be entitled to the following:

• Complimentary repair
• Complimentary exchange

If you contact Hacoa more than fifteen (15) days after your purchase or delivery, you may be entitled to the following:

• Customer-paid repair

WARRANTY COVERAGE EXCLUSIONS

The Limited Warranty provides a warranty that our products are free from manufacturing defect only. The Limited Warranty shall NOT apply to and expressly EXCLUDES any of the following circumstances:

• Damage or failure due to improper repair or modification.
• Damage or failure due to the extreme events including earthquake, fire, and flood damage.
• Cracks and scratches on the wood product that occurred during use.
• The warranty is not presented.
• The date of purchase and the name of the shop where the product was purchased have not been filled in on the warranty.
• Failure or damage caused by use contrary to instructions.

REMARK

Wood, being a natural, non-synthetic material, expands and contracts due to varying levels of local humidity, with high humidity causing expansion and low humidity causing contraction. These uncontrollable variances may cause visual problems, expansion, contraction or warping. For this reason, all purchases of wood products are final and not subject to return. Differences in color and grain are inherent to all wood products. There may be variations in color, texture, and grain pattern. Wood naturally ages over time. The natural process of color change in real wood is part of unique character and enhances the beauty of real wood products. Wood's inherent characteristics do not provide a valid reason for exchange.