[Limited Warranty]
ACEMAGIC will provide after-sales service for products purchased through the ACEMAGIC Japan official website operated by our company during the warranty period described in the "Warranty Period" below, in accordance with the conditions set forth by our company.
[About the warranty period]
Products purchased on the ACEMAGIC Japan official website are covered by a 30-day return and exchange guarantee and a 3-year extended product warranty.
Warranty start date: From the date of delivery
[Limited to direct purchasers]
The warranty on ACEMAGIC products is exclusive to the original purchaser and is not transferable.
[After-sales service terms of use]
Please contact ACEMAGIC Customer Support before returning any item to request a return authorization number.
[About canceling an order]
If the item has not been shipped: Free cancellation If the item has been shipped (with tracking number): 2% of the payment amount will be charged
*As a general rule, if shipping arrangements have begun after your order, we cannot accept cancellations due to customer reasons under any circumstances. If you wish to cancel, please contact us via the inquiry page .
[30-day return and exchange guarantee]
We will provide a refund or exchange for your product within 30 days of receiving your order, provided that you return the product to our designated location within one of the following circumstances:
If the product does not work as described in the instructions, if you find that an item is missing from your package, if the product is scratched when unused, if the box is crushed when it arrives to you, etc. (these situations are called "Defects"), you need to contact Customer Support with your order number, a description of the problem, and evidence (text, photos, videos, etc.).
Once we have confirmed that the product is defective, we will exchange it for a new product of the same type or provide a refund. We will cover the shipping costs for the product to be returned.
However, this warranty does not cover product defects caused by actions that may lead to product failure unintentionally by the customer, such as dropping, impact, modification, or water damage after purchase (referred to as "defects caused by customer negligence").
We take every precaution to ensure the quality of our products, but if you find any scratches or damage, please contact us within 30 days of receiving the product.
1. Damaged Package
- You must inspect the parcel before receiving your product. If it appears to be damaged or opened, you must contact the delivery company and request a damage certificate for the parcel.
- Please contact ACEMAGIC Customer Support with a photo of the damaged item and a certificate of damage.
・After checking the situation, you can request a return/refund or exchange.
2. Out of stock
- Please check your package before receiving the goods. If you find any missing or damaged items, please contact ACEMAGIC Customer Support. Please provide your order number, a description of the problem, and any evidence (text, photos, videos, etc.).
After checking the situation, we will reship the missing items or refund the cost of the missing parts.
*We will cover the shipping costs for returns and exchanges due to missing or damaged items.
If you wish to return an item for any reason other than the above
If the product you purchased is not defective, but you wish to return it because you unintentionally ordered the wrong product (wrong color, wrong length, no longer needed, etc.), we will accept returns and refunds on the condition that you pay the return shipping fee for the product. Please note that we will not be able to accept returns if you choose to return the product by cash on delivery, etc.
*The arrival date is based on the date recorded on the waybill number.
*We need your cooperation to check the condition of the product. If you do not cooperate, you will not be able to return the product or request a refund.
* After confirming the defect, we will arrange for a return warehouse according to your address. After the package is returned to the designated return address, we will refund or exchange the product.
[3-year long-term product warranty]
The warranty period is three years from the date of arrival of your order. If an incident occurs during the warranty period that appears to be a defect in the product, we will promptly exchange the product for an identical new product after confirming that the incident is a defect.
In this case, the customer will be responsible for the shipping fee to return the product. We will cover the shipping fee to resend the new product.
Please note that defects caused by customer negligence are not covered by this warranty.
・Normal wear and tear due to daily use ・Customized rental/commercial/corporate bulk purchases ・When the customer does not provide a valid proof of purchase ・Loss or theft during daily use ・Products with expired warranties ・Discontinued products ・Models for which there is no spare stock due to after-sales ・Used products, free products, prizes ・Repairs or disassembly by unauthorized third parties ・Intentional man-made damage ・Damage caused by force majeure such as natural disasters (typhoons, floods, fires, earthquakes...), social events (strikes, wars, bans...) etc. ・Damage caused by improper use such as dropping, use at extreme temperatures, ingress of water, mishandling, damage caused by replacement parts, etc.
To make use of this warranty, you must contact customer support and provide your order number, a description of the problem, and evidence (in the form of text, photos, videos, etc.).
After confirming the defect, we will arrange for a return warehouse to handle the item according to your address.
However, please note that if we are unable to procure the same new product due to reasons such as stock shortages or discontinuation of sales, we will replace the product with an equivalent successor product.
*If the damage is caused by human error, the warranty will not apply and ACEMAGIC will not provide any compensation such as returns. Customers will be responsible for purchasing replacement parts and shipping costs as usual.
*This warranty does not cover damage caused by overclocking, even if overclocking is enabled by ACEMAGIC hardware or software.
*Notes on returns: 1. Please send the product (with all contents included at the time of delivery) to the address specified by our company.
② If the condition of the returned product does not meet our standards, the return will be invalidated.
3) If an incorrect product is returned or a product that is not defective is returned, the warranty will be void.
*Notes on refunds: 1. We will process the refund once we have confirmed that the returned item has arrived at our warehouse.
②Refunds will be made to the payment account used when you placed your order. For Paypal, it will take within 48 hours, and for credit card payments it will take 7-10 business days.
[Notes]
・If you require after-sales service, please contact ACEMAGIC customer support within the above warranty period.
・When inquiring, please tell us the product name (model number) and order number.
・If the product is within the warranty period and has been returned more than 30 days after the order arrival date, we will only provide an exchange. We will not provide a refund.
*We cannot accept returns or refunds for business/corporate bulk purchases.
If you choose to return or exchange the product, we will ship the replacement product within 3 business days of receipt, inspection, and depending on stock availability.
・If you choose to return or refund the item, the date that the funds will arrive will vary depending on your payment method, so please contact your card company for more information.
- When returning products, please use an insured, trackable shipping service.
- If there is any data stored on the product you are returning, you are responsible for deleting that data. If you do not delete that data, we will not be liable for any loss or damage caused by such data.
- Regarding the return shipping fee, if the product is found to be defective within 30 days of the arrival date of the order, we will cover it. In all other cases, the customer will be responsible for the return shipping fee.
・The 3-year product long-term warranty is a service that provides support (warranty) for 3 years and months from the date of arrival of your order. The warranty period will not be extended after a new replacement product is arranged.
・The return and refund policy described on this page is limited to the ACEMAGIC Japan Official Store (this site). If you purchase from another retailer or seller, the after-sales service described on this page is not applicable. Please contact the retailer where you purchased the product.
・If you wish to use the return and refund policy explained on this page, you must return the product to be returned (the product itself, the box it came in, the AC adapter, the power cable, the instruction manual, and all other contents of the delivery) to the return address specified by our company. If the condition of the returned product does not meet our standards, the return will be invalidated.
・We ask that you please return the product within one week after it has been confirmed that you will receive after-sales service through ACEMAGIC customer support. Please note that we may not be able to provide after-sales service if you return the product after one week.
[Limitation of Liability]
ACEMAGIC makes no warranties, express or implied, other than those set out in the above terms and conditions. ACEMAGIC shall not be liable for incidental or consequential damages resulting from force majeure (natural disasters, improper operation, interruption of business, loss of profits or data, or other indirect or special damages, etc.).
[Return address]
Please follow the instructions from our customer service department to return the defective item to the address below. Please note that we will not accept returns without your notification.
Address: 9 Hirota, Matsuyama, Osaki City, Miyagi Prefecture, 987-1304 Name: Son Hek Chiyo B231115
Phone: 080-3337-9987
【inquiry】
Customer Support: service@acemagic.jp
Weekdays 10:30-19:00
We are closed on weekends and national holidays, so please contact us via the inquiry page during those days. We will reply on the next business day at the earliest.
lastly
Regarding our return and refund policy, if our policy changes, we will update this page accordingly. Please check for the latest information.
