Warranty and Repair Services
Here are the steps to follow when a customer reports a problem.
Check-in Process
Received from a customer
Please verify the product name, symptoms, and date of purchase. You will need to provide yourA receipt or delivery slip showing the purchase date and the name of the store where the purchase was made.
Contact Us
Please contact us via the inquiry form or email and provide your store name, product name, description of the issue, and date of purchase.
Please send
We will provide you with the return address. Please include all accessories when sending the item back.
Verification and Follow-up
We will assess the symptoms and let you know whether the issue is covered under warranty. We will either repair the item or replace it with a new one.
Return
We will return it to your store. Please hand it over to the customer.
Warranty Criteria
| Warranty Period | One year from the date of purchase |
|---|---|
| Scope of the Warranty | Natural defects only |
Exclusions
- Damage or malfunction caused by the customer
- Loss, destruction, or misplacement of accessories other than the earphones themselves (such as ear tips and stabilizing fins)
- Items Purchased Through Parallel Import
- Items purchased on Amazon.co.jp from sellers or shipping providers other than those sold and shipped by Amazon
If You Receive an Inquiry Regarding Parallel Imports
Products purchased from overseas websites or through channels other than authorized distributors are not covered by the domestic warranty or repair service. Please direct customers to contact the store where they made their purchase. For further details, please refer to the section on parallel imports.
Common Requests
The 2-pin connector is stiff (AFUL products)
The 2-pin connectors on AFUL products are designed to be tight. This is not a defect. When attaching the cable, please ensure you hold the earphones firmly in place before inserting the connector.
Loss of Accessories
The loss of accessories other than the main unit—such as ear tips and stabilizing fins—is not covered by the warranty.