Support

Email inquiries: support@i-chain.co.jp

Phone inquiries: 03-6380-9168 (Mon-Fri 9:00-17:30, excluding public holidays, Obon, and year-end/New Year holidays)

Phone lines may be busy. If your inquiry is not urgent, please contact us by email.

──Return/Exchange Shipping Address

I-CHAIN JAPAN Returns Desk

6-4-10-1F Asakusa, Taito-ku, Tokyo 111-0032, Japan

Please contact us in advance before returning any item. Returns sent without prior notice may be rejected to help prevent fraud and other crimes.

──Warranty Coverage

30-day return/refund guarantee

For 30 days from the order date (*1), refunds are available only in the cases below, after returning the product to the location designated by us.

(*1: For pre-orders, this period starts from the shipping date.)

For consumables such as mouse pads, refunds are available only for initial defects (such as dirt or damage) reported within 14 days of delivery.

Please note that if there is a significant delay after contacting us (for example, if the returned item arrives more than one week later), we may decline support.

Please also note that we may not accept returns/refunds if clear signs of normal use, dirt, or wear are found.

──Product Defects

Cases where the product does not operate properly (except where covered by disclaimers), or where the product has scratches while still unused, etc. (collectively referred to as “defects”).

In such cases, we will refund the full product price upon request.

In this case, return shipping costs for the applicable product will be covered by us.

However, defects caused by actions that may lead to product failure, whether intentional or not, such as dropping, impact, modification, or water damage after purchase (“defects due to customer negligence”), are excluded from this warranty.

The cosmetic box is packaging material to protect the product. Dents or scuffs on the box caused during shipping are not eligible for exchange or compensation.

If the product itself is damaged, it may be due to shipping-related accidents. Please attach photos showing the condition at delivery and contact the shipping carrier.

──If You Wish to Return for Other Reasons

Returns/exchanges for customer convenience

Unused and unopened items: 100% refund of the product price (tax included).

Opened items: 50% refund of the product price (tax included).

Shipping charges and handling fees are non-refundable regardless of opened/unopened status. Return shipping is the customer’s responsibility.

Items are considered opened if any of the following applies:

• Manufacturer packaging has been opened or damaged

• Repackaged in a way that appears intentionally damaging

• Plastic wrapping of contents has been opened

• Cable ties/wires have been removed

• Any other sign that the product itself has been used

• Package or manuals have been discarded

──1-Year Product Warranty

For one year from the order date (*2), if an issue that appears to be a defect occurs during use, and after we confirm it as a defect, we will provide a replacement with the same new product. Shipping costs for this process are covered by us.

(*2: For pre-orders, this period starts from the shipping date.)

However, if we cannot procure the same product due to stock-out or discontinuation, we may provide an equivalent successor model, or issue a partial refund based on the remaining warranty period (calculated in months, rounded by day) from the product price.

Defects due to customer negligence are excluded from this warranty.

──Notes

Customers who wish to receive the above warranty support must contact I-CHAIN JAPAN Customer Support by email or phone within each applicable warranty period.

If more than 30 days (*3) but within 6 months have passed from the order date, only replacement support is available. Refunds are not available.

(*3: For pre-orders, this period starts from the shipping date.)

If the defect cannot be confirmed through messages, and products are returned unilaterally without our approval, we may refuse to accept the return.

Warranty support described on this page applies only when the seller is I-CHAIN JAPAN or an authorized dealer of our products.

Products purchased from other sellers are not covered by the warranty on this page.

Please contact the store where you made the purchase.

For purchases on online marketplaces, warranty is available only if the seller is I-CHAIN JAPAN or an authorized dealer. Please keep your order number in a safe place.

When we arrange replacements under this warranty policy, shipping is limited to destinations within Japan.

To receive warranty support described on this page, customers must return the applicable product to us.

After warranty eligibility is confirmed through I-CHAIN JAPAN Customer Support, please return the product within 2 weeks.

Please note that if the return arrives after 2 weeks, warranty support may not be provided.

We do not provide repair services.

──To Customers

When contacting customer support, please have your product and order number ready.

If our warranty policy changes, this page will be updated accordingly. Customers who purchase our products are requested to check this page periodically for the latest information.