Refund policy

【Refund Policy】

For order cancellations prior to shipment, please contact us at the following email address: overseas-sales@advansentinel.co.jp

For cancellations after shipment, refunds will be processed excluding incurred costs such as shipping fees and customs duties, provided the request is made within 7 days of receipt. Returns due to the buyer's circumstances will only be accepted for products in unopened packing boxes, as opened items pose a risk of contamination. Shipping fees and customs duties for such returns must be borne by the customer. Products that have been opened or used cannot be returned or exchanged, except for defective or faulty items. 

If incorrect deliveries or shipping delays not caused by the customer occur, we will bear the costs incurred and accept cancellations as necessary. 

For customers residing in the EU: 
If you wish to return a product within 14 days of receipt, please contact customer support in advance at the email address provided above. Please note that opened packing boxes are not eligible for return due to potential contamination risks. 

【Defective or Faulty Items】

If you receive a defective product, please notify us within 30 days of receipt (EU customers: within 2 years) by email, attaching photos that clearly show the defect. Refunds for defective items will be processed upon confirmation.

To request a refund for defective items, contact us via email within 30 days of receipt (EU: within 2 years).
※ If you do not receive a response within 3 business days, please contact us again.
Please ensure that the following email domain is not blocked by spam filters or email settings: overseas-sales@advansentinel.co.jp

Important Notes:

  • In some cases, emails may be recognized as spam by mail services, mail software, or antivirus software and may not be delivered correctly (especially for users of free email services like Hotmail). Please check your spam folder or verify your email settings in such cases.

Defective Product Criteria: 

  • The product is damaged, defective, or has an initial manufacturing defect.
  • The product was damaged during shipping.

Exceptions for defective products:

  • Requests made beyond 30 days of receipt (EU: beyond 2 years) will not be accepted.
  • Used products or items deemed as second-hand cannot be treated as defective.

【Conditions for Returns in General】

  • If the order recipient and purchaser differ, only defective items will be eligible for return.

Procedure:

  1. Contact us within 30 days of receipt (EU: within 2 years) by sending an email with the following details:
    • Your full name
    • Delivery address
    • Email address
    • Product name and product number
    • Details of the defect (for damages, include photos)
    • Order number (included in the order confirmation email)
    • Email to: overseas-sales@advansentinel.co.jp
  2. Once your email has been reviewed, we will provide instructions for returning the product.
    ※ Shipping fees and customs duties for returns will be covered by us.
  3. Upon receipt of the returned product, we will guide you through the refund process.