Returns & Refunds

Terraformer Shop
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■ Returns & Refunds.

  For international customers who selected an insured delivery method
Although we make assurance doubly sure on the packaging items,
there may be any change shapes or broken at the time of arrival by any possibility.
If there are any problems such as breakage on your package unexpectedly when you receive it,
please let us know by e-mail within 7days from the day you receive the item.
Since your package was insured, you will be able to claim for damaged items.
Your order will be compensated as EMS [Full amount] / registered Airmail or SAL [Up to 6000yen].
  How to make a claim for a compensation
If your item got damaged during shipment, please go through the following procedures to make a compensation claim.
1. Please report any losses or damages to your delivery company and ask them to make an "Damage Report" immediately.
To be covered, the items have to be identified the extent of damage by delivery company.
Please contact a customer service representative in a call center or head office if the claim cannot be accepted at the local post office.
Or please make a note of the following 3 points at least and let us know them by e-mail.

We would appreciate receiving your report within 7 days from the date of arrival
・The name of the branch post office
・The name of the person who took your inquiry
・The date of the inquiry you made

2. Please take some photos of the damaged parts, inside and outer cardboard box too, and e-mail us with an attachment.
An apparent condition is also important information to determine how the damage occurred.
*Please contact the store where you purchased the items in each online mall since we have each customer service independently.

We will apply for damage compensation to Japan Post as soon as we recieve those documents above.
Your cooperation is greatly appreciated.
  ≪ For customer who chose unregistered SAL ≫
We are sorry to say that the item is not insured.
Please note that we are unable to provide refunds/replacements for uninsured items damaged during shipment.
For this reason, we highly recommend choosing EMS or Registered SAL for your shipping method especially when purchasing high value items.
Thank you for your understanding and patience.

■ USED ITEMS

Used items may have crease on the packaging and signs of minimal wear but no large visible damage.

Used items has been carefully checked for damages and cleaned by a professional staff.

Rest assured that the item inside does not have damage or does not contain pirated goods.
*There may be some defects for used items.

We will not be able to answer questions on the state of condition for used items since some of them are stored in the warehouse or at branch store.

There are some cases that items might be damaged during transit/delivery. Please contact us for compensation claim.
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Address:28-1,Higasishimogawara,Kira-cho,nisio-city,Aichi    Contact Information: auc-terraformer@shop.rakuten.co.jp