Product Guarantee & Return
Product Lifetime Guarantee
COMOSS guarantees every product we make, so we offer lifetime maintenance services to ensure a worry-free shopping experience. Once you purchase our products, we're happy to look at any COMOSS product that needs repair to see how we can help. Some technical items may be subject to a repair fee.
Product Guarantee Service Application
1. Please take photos of the condition of the product being submitted for repair, such as the defect/damage or the issue with the product's operation, and attach them to your product guarantee service application email.
2. Fill out the product guarantee service application email and send it to the Japan customer service mailbox: support.jp@comoss.com
- Repair product name/quantity
- Description of adverse situations
- Name
- Contact number
- Address
3. After receiving the email, our quality control personnel will assess whether the product can be repaired, and we will provide the estimated repair time and quotation for the repair costs.
4. Once you receive our assessment of the issue and the quotation, please reply to let us know if you would like to proceed with the repair. Upon receiving your confirmation email, we will send you the product guarantee service notification email with the return address. Then you can deliver the defective product to us.
5. Once the returned defective goods are received, our technical staff will carry out the repair work. After completion, we will arrange the delivery to you.
Returns
You have 7 calendar days from the date you received an item to return it. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. The returned item needs to have the receipt or proof of purchase.
Please be sure the return request is within 7 days of receiving the item:
1. Fill out the inquiry form or email directly to: support.jp@comoss.com, and indicate in the email.
- Member name
- Purchased product name/quantity
- Order number
- Reason for return
- Photos of returned products
2. As notified by our customer service, your return request has been approved. Please ensure the returned item is kept in its complete original packaging (including all related items or documents such as gifts, accessories, packaging, etc.) and send it back to the address provided in the email.
3. After our customer service receives the returned item and verifies the significant defects, the refund transaction will be processed.
4. Customized cables cannot be returned. If you have any questions after purchase, please write to our customer service mailbox. We will do our best to assist you.
Refunds
After confirming the successful return, the refund for the merchandise will be directly credited back to the original credit card account used for payment. The actual date you receive the refund will depend on the processing time of your issuing bank.
Shipping
Product shipping in Japan is handled by SAGAWA Express, and the delivery operation and delivery time follow the SOP of SAGAWA Express.
Shipping tracking: 佐川急便株式会社＜ＳＧホールディングスグループ＞
Shipping fees are required when purchasing items, and the fees will NOT be refunded when processing returns and refunds.