Refund policy
Refund, Exchange & Product Warranty Policy
Thank you for shopping with T.G.G Store, operated by A.W.Capital Co., Ltd. This policy explains the conditions for returns, exchanges, and product warranty support. Please read it carefully before placing your order.
1. Eligible Reasons for Returns & Exchanges
T.G.G Store accepts return and exchange requests only in the following circumstances:
- Initial product defects such as manufacturing defects, damage, or soiling present upon arrival
- Incorrect shipment where the item received differs from the order details
Returns and exchanges for reasons such as sizing issues, difference from expectations, personal preference, or other customer convenience reasons are not accepted.
2. Request Window & Contact Method
Request Window
For returns or exchanges due to an initial defect or incorrect shipment, please contact us within 7 days of delivery. Requests received after this period may not be accepted, regardless of the reason.
Contact Information
- Email: store@aw-c.co.jp
- Support Hours: Weekdays 11:00-18:00 JST, excluding public holidays and year-end/new-year holidays
Information Required When Contacting Us
- Order number
- Your full name
- Product name and quantity for the return or exchange request
- Description of the defect or shipment error
- Photos showing the condition of the item, where possible
Prior approval is required before sending any item back. Items returned without prior approval from T.G.G Store may not be accepted or processed.
3. Conditions for Returned Items
Returned items must meet all of the following conditions:
- Unused and unworn
- All product tags and accessories are included
- Original packaging and box are retained and in good condition
- Return shipment has been approved by T.G.G Store in advance
Items that do not meet these conditions may be ineligible for return or exchange.
4. Resolution Options
Exchange
If the same item is available in stock, we will ship the replacement within 10 business days after receiving and inspecting the returned item. If the same item is unavailable, we may switch to a refund, an equivalent product, or a successor product.
Refund
Once an approved returned item has been received and inspected, we will promptly initiate the refund process. The refund method and timing depend on the original payment method. Credit card refunds may take several days to several weeks depending on the card issuer's processing cycle.
Shipping Costs
For returns due to initial defects or incorrect shipments, T.G.G Store will cover round-trip shipping costs incurred during the initial-defect support period. Return instructions will be provided when your request is approved. Returns for customer convenience are not covered by this policy.
5. Product Warranty
Warranty Coverage
If a product develops a defect within the applicable product warranty period after purchase while being used normally in accordance with the instruction manual, please contact us via our inquiry form or email. After confirmation by T.G.G Store, we will provide repair or free replacement with the same product in accordance with this warranty policy.
Products Covered
This warranty applies to products purchased through A.W.Capital Co., Ltd. from authorized retailers in Japan or from our official EC site.
Products purchased overseas or from non-authorized sales channels, including parallel imports and resale items, are not eligible for warranty support or related responses from T.G.G Store.
Initial Defect Support Period and Product Warranty Period
The warranty period begins from the purchase date or delivery date shown on the receipt, invoice, order history, or other purchase proof issued by an authorized retailer in Japan or our official EC site.
- Initial defect period: 7 days from the purchase date or delivery date until the customer contacts us. During this period, T.G.G Store will cover round-trip shipping costs required for warranty procedures.
- Product warranty period: Please refer to the warranty card included with each product. Excluding the 7-day initial defect period, shipping and other costs related to repairs or exchanges during the warranty period are, in principle, borne by each party respectively. However, if the defect is caused by the customer's operation method or usage environment, the customer may be responsible for shipping costs related to repair or exchange.
After a product is replaced, the warranty period still ends on the original warranty expiration date and will not be extended.
6. Cases Not Covered by Return, Exchange, or Warranty
The following cases may be excluded from return, exchange, or warranty coverage:
- The official distributor warranty card or warranty sticker issued by T.G.G Store cannot be presented
- No proof of purchase, such as a receipt, invoice, or order history showing the product name and purchase date from an authorized retailer in Japan or our official EC site, can be provided
- The serial number printed on or attached to the product cannot be confirmed due to damage, removal, or any other reason
- The reported defect cannot be reproduced during T.G.G Store' operation check
- T.G.G Store determines that the defect was caused by use contrary to the cautions in the instruction manual
- Natural wear, abrasion, aging deterioration, damage, or failure caused by the customer's usage environment or method of use
- Wear of consumables, external aging, scratches, stains, or other appearance changes caused by use
- T.G.G Store determines that the failure was caused by another product connected to the covered product
- The product has been repaired, modified, or adjusted by anyone other than T.G.G Store
- Damage caused by transportation after purchase, dropping, improper storage, or other improper handling
- Fire, earthquake, flood, lightning, other natural disasters, pollution, abnormal heating, or unforeseen accidents
- Damage, failure, or malfunction caused by use for purposes other than the product's intended purpose
- Failure or damage caused by use outside a general household environment, including business use
- The product was sold or transferred to another person without prior approval
- The product was obtained through an importer other than T.G.G Store or is a parallel import
- The case falls within the scope of a store-specific service such as an extended warranty
- T.G.G Store reasonably determines that the case is outside warranty coverage
- Initial defect requests made more than 7 days after delivery
- Items that have been used, worn, or are missing accessories or included components
- Sale, outlet, discounted, or clearance items
- Hats, socks, or other items that are difficult to return or exchange for hygiene reasons
- Items returned without prior approval from T.G.G Store
7. How to Request Defect Inspection
If an initial defect or product failure occurs, please request inspection via our inquiry form or email.
- Reception Hours: Monday-Friday 10:00-18:00, excluding Saturdays, Sundays, public holidays, and long holiday periods
Information Required When Contacting Us
- Product name
- Purchase number, for online store purchases
- Receipt number and store name, for authorized retail store purchases
- Full name
- Email address
- Inquiry details
- Photos or video showing the defect, where possible
8. Additional Notes
- If items or parts other than the product are included when requesting defect inspection, T.G.G Store assumes no responsibility for storage, loss, damage, theft, or any other issue. Please check the package contents carefully before returning the product. Such included items cannot be returned.
- T.G.G Store does not protect or compensate for settings, internal data, or other stored data during defect inspection.
- Loaner devices are not provided during defect inspection.
- If a non-defective replacement is provided, it will be shipped in factory-default condition. Customer settings or data cannot be transferred.
- T.G.G Store does not provide repair service or on-site service.
- Shipping costs between the customer and T.G.G Store are covered round-trip by T.G.G Store during the initial defect period. After the initial defect period, each party will generally prepay and bear its own shipping costs.
- After a product is replaced, the warranty period still ends on the original warranty expiration date.
- Product warranty is not extended or newly created by secondhand sale, resale of unopened items, auctions, or private transactions.
- Some products may include a warranty card separate from the warranty card issued by T.G.G Store. In such cases, the warranty terms and scope stated in the warranty card issued by T.G.G Store take precedence, and presentation of that warranty card is required for warranty support.
- Store-specific services such as extended warranties are handled by the respective store and are outside the scope of this warranty policy.
- If the same product is unavailable, T.G.G Store may replace it with an equivalent product or successor product.
- This warranty policy may be changed without prior notice. The latest warranty policy will apply to product warranty coverage.
- This warranty is valid only in Japan.
9. Order Cancellations
Cancellations After Order Confirmation
Once an order has been confirmed, cancellation requests are not accepted in principle. Please review all product information and order details carefully before completing checkout.
Cancellations Due to Inventory Issues
If T.G.G Store is unable to fulfill an order due to inventory management or other operational reasons, we will contact you directly to process a cancellation and issue a full refund of the order amount.
10. Final Decision Authority
T.G.G Store makes the final determination regarding returns, exchanges, and product warranty coverage based on the actual condition of the item, the reported symptoms, and the circumstances of each case. If you have any questions, please contact us.
Contact Us
If you have any questions, please contact T.G.G Store Customer Support.
T.G.G Store Customer Support
Email: store@aw-c.co.jp
Hours: Weekdays 11:00-18:00 JST, excluding public holidays