Return and Refund Policy
About the return and refund guarantee
If you try out the Companion and find that the product is defective, we will refund or exchange it within 8 days of the product's arrival date.
You may have difficulty hearing what is being said immediately after wearing the product. It usually takes at least 1-2 weeks to get used to it, so we recommend that you use it every day without tiring yourself out. If you are still not satisfied, please contact our call center. After examining the case internally, we may accept a return or refund within 30 days of the product's arrival date.
*This is called the 30-day return right.
About the application conditions of the return guarantee
- The product will be listed as "Return guarantee eligible product" on the product page.
- It must be a product that you are using for the first time, and it can only be used once per person.
* It cannot be used in conjunction with other ecommerce sites.
- The product must not have been damaged or broken by human error.
- The box, etc. must not be significantly damaged, the product must be packed in the same condition as when it was delivered, and all accessories must be included.
*Basically, we will respond if there is a defect in the product.
Refunds and exchanges in the event of a product defect
Return guarantee procedure:
[1] Contact the place of purchase
Please contact us to request a return or exchange. If you return the product without contacting us in advance, we may not be able to accept the return.
[2] Please send the product (including the outer box, inner box, and accessories) and the purchase receipt to the specified address by cash on delivery.
*It is okay to use a package other than the box it was delivered in.
[3] Product confirmation and refund procedure
After the product arrives, we will check it and proceed with the refund procedure in order.
Changes and additions to products due to customer's convenience
Changes and additions to products due to customer's convenience after the order is completed (sales contract is established) are not possible.
In addition, if you place an order in two or more parts, we cannot send them all together in one delivery.
Cancellation due to customer's convenience
Cancellation due to customer's convenience after the order is completed (sales contract is established) is not possible for all orders, except in cases where we specifically approve it.
Returns due to customer's convenience
Except for defective products and incorrect shipment of products, returns and exchanges due to customer's convenience are generally not possible.
* If our products do not fit after 1-2 weeks of listening, we may accept returns and refunds within 30 days of the arrival date of the product after separate consultation.
Return guarantee process
[1] Contact the place of purchase
First, please contact us to request a return guarantee. If you return the product without contacting us in advance, we may not be able to accept the return.
[2] Send the product (including the outer box, inner box, and accessories) and the purchase receipt to the specified address with prepaid shipping. In the unlikely event that it is sent cash on delivery, the amount will be deducted from the refund.
*It is okay to use a packaging other than the box that was delivered.
[3] Product confirmation and refund procedure
After the product arrives, we will check it and proceed with the refund procedure. Only the product price will be refunded. Please note that shipping fees, bank transfer fees, cash on delivery fees, convenience store payment fees, and deferred payment fees are not eligible for refunds.
When the return guarantee cannot be accepted
The return guarantee cannot be accepted in the following cases:
- If the product is not covered by the return guarantee.
- If it was purchased from a non-authorized retailer.
- If more than 30 days have passed since the date of purchase or the date of arrival of the product.
- If the product is found to have been damaged or broken by human error.
- If the product is returned without prior notice to the retailer.
- If the accessories or product packaging are lost or damaged.
* Accessories (main unit, ear tips, instruction manual, USB cable, etc.)
- If the same product has been purchased in the past.
Refunds
If you exercise your right of return within 30 days, we will deduct the amount of the decrease in value of the product if it has been used more than necessary to determine the nature, quality and functionality of the product.
This deduction will be made based on the value of the product at the time of return compared to its original value at the time of purchase.
Refunds will be made within 14 days from the date of receipt of the returned product.
Refunds will be made using the same payment method selected at the time of purchase, unless this is not possible or another method has been agreed upon.
Manufacturer's warranty
If the hearing aid (companion) breaks down within one year of purchase, we will exchange it.
The purchase date refers to the date of purchase at the store or the date the product arrived at your doorstep via e-commerce, etc.
*Some products are not eligible
Notes on refund and return guarantee
- When returning the product, please use
a traceable method such as courier service. In the unlikely event of loss or wrong
delivery, we will not be held responsible. - In the case of refunds by bank transfer, we will deduct the transfer fee from the refund only if the refund is due to customer's convenience.
*The specified course is limited to a bank account in Japan under the buyers name.