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After-sales service terms and conditions

 

Last updated: January 4, 2026

 

This agreement sets forth the basic conditions applicable to the various after-sales services (hereinafter referred to as "the Services") provided by Wise Innovation Co., Ltd. (hereinafter referred to as "the Company") for its products.

By using this service, you are deemed to have agreed to all the terms set forth in this agreement for the provision of the service in accordance with these terms.

 

Article 1 Scope of this Service

1. The products subject to this service (hereinafter referred to as "target products") are the products, parts, and accessories of our company sold at the WiseeLAB official online shop.

Please note that consumables such as charging cables, data, and software are not included in the products covered by this warranty. However, for consumables, only initial defects reported to us within 8 days from the date of arrival of the product will be covered by the warranty.

2. We will provide the service to you when we determine that it is possible to offer the service.

Products sold at stores that do not fall under item 1, as well as products purchased through auctions, personal sales, etc., are not covered by this service.

4. Products manufactured or sold overseas among our products are not covered by this service, and this service does not establish a global warranty service.

5. We provide this service only to customers residing or staying in Japan, and only within Japan.

 

Article 2 Purpose of this Service

This service is intended for the return and exchange of the target products, as well as for repairing and maintaining their functions and performance in the event of a malfunction. However, it does not guarantee that the products will meet the individual usage purposes of the customer or any special requests regarding the functions and performance of our products.

 

Article 3 Warranty Period

1. The applicable period of the manufacturer warranty (hereinafter referred to as "Manufacturer Warranty") based on these terms shall commence from the reference date below, depending on the type of the product.
Please note that regardless of whether this service is provided, the manufacturer's warranty period will not be reset or extended (except for the extended warranty system separately stipulated by us).

(1) Regularly sold products: Customers who purchase the product in questionDate of order (payment completion)This will be the starting date.
(2) Pre-order products: The product in question isThe date it arrived at the customer's addressThis will be the starting date.

The warranty period for each applicable product shall be in accordance with the details specified in the separate list or product page established by our company.
*The delivery date of the product will be determined based on the delivery records of our company or the delivery company.

2. We will repair or replace the product free of charge in the cases listed below. However, this is only applicable if we determine that the issue arose due to "reasons attributable to us" during the actual inspection conducted by us.

If the same symptoms of failure occur at the same location of the repaired product received by the customer based on this service within 30 days from the day following the receipt of the product, and the customer notifies us of the occurrence of the failure.
If the customer notifies us of a malfunction in the repaired product within 15 days from the day after receiving the product based on this service.

3. For eligible products purchased on or after September 15, 2025, within 30 days of the purchase dateLINE@By contacting our company, you can extend the warranty period by 6 months. However, some products are not eligible for the extended warranty.

[List of Warranty Periods](Applicable to eligible products purchased on or after September 15, 2025)

Product Name Warranty period
WiseeLAB Charger Q25 18 months + 6 months = 24 months
WiseeLAB Charger Q65 18 months + 6 months = 24 months
WiseeLAB Wireless Charger W15 12 months+6 months = 18 months
WiseeLAB Cable 12 months+6 months = 18 months
WiseeLAB MagCable 12 months+6 months = 18 months
WiseeLAB Clear Tough Cable 12 months+6 months = 18 months
WiseeLAB MagLink 12 months+6 months = 18 months
WiseeLAB MagVacuo Charger 12 months+6 months = 18 months
WiseeLAB Clear Case for iPhone 17 Series with MagSafe Compatible(Not covered by extended warranty) 6 months
Wisee Cockpit Monitor 15.6inch 12 months + 6 months = 18 months

*The above warranty period applies to products ordered on or after September 15, 2025.
The products ordered before that will follow the old system (Q25: 18 months + 6 months / other products: 12 months).

Article 4 Content of this service

1. We will accept returns (refunds), exchanges, and repairs for the products listed in the following items if they meet the conditions specified in these terms.

(1) Return (refund) request
Calculated from the date of product arrivalWithin 8 daysIf all of the following conditions are met, you can submit a return request by contacting our customer support (support@wiseelab.shop).

  • This applies if you return an unopened, brand-new item, or if you receive a product different from what you ordered.
  • This applies if you return all included items to the address specified by our company.

*Purchase location is WiseeLAB official online shop (https://www.wiseelab.shop/We cannot assist you at stores other than those listed above. Please contact the place where you made your purchase.

 

(2) Initial poor exchange
Please read the instruction manual before using our products. Alternatively, please refer to our official website.Product FAQ pagePlease refer to the following. If you wish to return or exchange a product due to a malfunction or initial defect, please do so after receiving the product.8 daysPlease contact us within [number] days.

1) If the product meets all of the following conditions, we will replace it with a new one.

  • The product is experiencing functional defects or quality issues.
  • There is clearly no evidence of human error.

2) If the product falls under any of the following conditions, we will not be able to replace it due to initial defects.

  • If you are unable to provide the order number. If there is suspicion that the order number is fabricated.
  • If the returned product is missing parts or has been damaged due to human error.
  • In the case of malfunctions due to user errors or improper handling that deviate from the usage methods described in the product manual.
  • Products that have malfunctioned or been damaged due to condensation caused by humidity, contamination with foreign matter such as water, oil, or sand, or improper handling.
  • This applies to cases where the product has been modified, repaired by an unauthorized company, or malfunctions caused by products from other manufacturers.
  • If it is clear from the product label, product number, waterproof mark, genuine product guarantee mark, etc., that the product is not genuine.
  • If the product is damaged due to force majeure external factors such as fire, flood, strong winds, or lightning.
  • If you purchased the item from a store other than the official WiseeLAB online shop.

 

(3) Repair

Free repair
1) If the product meets all of the following conditions during the manufacturer's warranty period, we will provide free repair services (including replacement).
a. A product defect occurred within the manufacturer's warranty period from the date of purchase.
b. No damage, deformation, impact marks, modification marks, etc.
c. If it is determined during inspection by our repair center that the issue occurred due to "reasons attributable to our company."

2) Free repairs cannot be performed if the product falls under any of the following conditions:
a. If the purchase number cannot be provided. If there is suspicion that the purchase number is fabricated.
b. In cases of man-made trauma.
c. If, after inspection by our repair center, no manufacturing defects, defects, etc., are found in the product.
d. Products that have defects or damage caused by moisture condensation, water, oil, sand, or other foreign substances, or improper handling.
e. If modifications or signs of modifications are found.
f. If evidence of repairs performed outside of our repair center is found.
If it is clear from the product label, product number, waterproof mark, genuine product guarantee mark, etc., that it is a non-genuine product.
h. In the event that the product is damaged due to force majeure external factors such as fire, flood, strong winds, or lightning.
i. If you purchased the item from a shop other than the official WiseeLAB online shop.

Paid Repairs
If the product subject to paid repair meets all of the following conditions, we will provide paid repair services (including replacement).
a. The product malfunctions or is damaged within the manufacturer's warranty period from the date of purchase.
b. If inspection by our repair center determines that the issue is not attributable to our company.

2) Repairs outside the manufacturer's warranty period For products that exceed the manufacturer's warranty period, only paid repairs will be available in the event of failure or damage. Please note that if our domestic products and parts inventory is insufficient, there may be delays in providing repair services or we may be unable to provide them.


1) Product exchange during repairs Please be aware that for all repair requests, our repair center will conduct an inspection, and depending on the condition and situation, it may not be possible to perform repairs. If we determine that repair is impossible, difficult, or unreasonable, we may provide this service by exchanging the product with a refurbished item instead of the product you requested for repair (hereinafter referred to as "repair request item").

If you do not agree to the above exchange, we will treat it as a cancellation of your request for this service.
*Refurbished products: Products selected by our company that are guaranteed to have the same performance and reliability as new products.

2) Conditions under which after-sales service cannot be provided
If any overseas specification products, modifications, or signs of modifications, as well as repair marks from service centers other than ours, are confirmed, we will not be able to provide this service, including paid repairs. Thank you for your understanding.

3) Provision of replacement equipment during repairs
The provision of substitute equipment while we have the customer's repair or exchange items is not included in this service, and we are not obligated to provide these devices to the customer.

4) If initialization is performed during the process of handling data for repairs of the entrusted product, all recorded data on the product may be lost.
Therefore, we kindly ask you to back up your data to the necessary extent before providing the repair request items to us.
Please note that we cannot be held responsible for any data corruption or loss.

2. When using the product, our repair center may perform an inspection on the product in question.

In the case mentioned above, since we cannot confirm the actual situation, we will determine the environment and frequency of use of the product in question based on the condition of the product we receive.

4. The serial number (S/N) of the product may change as a result of providing this service.

 

(4) Points to note when applying the return and refund service

  • If you choose to return the item using cash on delivery or similar methods, please be aware that we will not accept refunds.
  • If the reason for the return is determined to be the customer's fault, the shipping costs for returning the product and the transfer fees for the refund will be borne by the customer.
  • The refund amount will be the actual amount you paid at the time of purchase. Coupons used at the time of purchase and limited-time points are not eligible for a refund.
  • Refunds are usually processed through the online shop system you used, but in some cases, they may be issued via bank transfer. The refund amount for bank transfers will be the purchase amount minus the points earned at the time of purchase.
  • This agreement is provided to you by our company independently. In addition to this agreement, we also accept returns and refunds under separate policies on Amazon. Customers who wish to return or refund through Amazon should contact Amazon directly, not our customer support.
  • The refund process usually takes about 7 to 10 business days to complete on our end. The refund will be processed through the payment method selected at the time of your order. For details regarding the refund method and timing, please check with your card company or bank. (If you used a debit card, it may take around 60 days for the refund to be processed.)

 

(5) Points to note when applying for repair services

  • If the customer wishes to have repairs done and it will be a paid service, please make the payment via credit card or by transferring to the bank account designated by us, following the methods listed in the following items. We will begin the repair process as soon as we confirm the payment.

    (1) For credit card payments, please access the payment page directly from the body of the quotation and complete the payment.
    (2) If paying by bank transfer, please check the bank account details provided in the quotation.
  • If the customer wishes to have repairs and cancels the repair request after we have issued a quotation, we will charge a separate cancellation fee, including verification costs and round-trip shipping fees.
  • The estimate will be prepared by adding up the labor costs, the cost of replacement parts, and other necessary expenses.
  • The parts removed during the paid and free repair processes will be disposed of by our company. The ownership of the collected parts will belong to our company and cannot be returned to the customer. The collected parts will be treated as our property, and we will appropriately handle and dispose of them through recycling, reuse, or disposal, as determined by our company. Thank you for your understanding in advance.
  • When the exchange of replacement items and repair request items constitutes the provision of this service by our company, it shall be deemed that the exchange has taken place at the point when our prescribed processing is completed and the replacement item is in a condition that can be delivered to the customer. At that time, the ownership of the repair request item shall transfer from the customer to our company, and the ownership of the replacement item shall transfer from our company to the customer.
  • We do not accept any responsibility for damages that occur when customers send products or parts from other companies to us.
  • The labels (such as stickers and protective sheets) that you have applied yourself, as well as any painting or engraving done by you, may be lost during the exchange process. In such cases, restoration to the original condition will not be possible. Please be aware that we will not be liable for any compensation regarding this loss.
  • In the following cases, regardless of the reasons such as the customer's unknown location, refusal of receipt, or any other reasons, it will be deemed that the customer has waived ownership of the relevant product after the expiration of the 90-day storage period starting from the date the product was received. The company will dispose of the relevant product in a manner determined by the company, and the customer agrees to this.

    (1) If you are unable to receive the item after being notified of its return.
    (2) If the item cannot be received after cancellation.
    (3) If we do not receive a response within 30 days after providing a quote.
  • In the case mentioned above, even if no repairs are carried out, we will charge you for the costs incurred for the diagnosis as cancellation fees.

 

Article 5 Change of Contact Information

If there are any changes to your contact information, such as your address, phone number, or email address, before the completion of the service, please contact us promptly.

2. Even if the mail or other deliveries we sent do not arrive due to reasons such as unknown address, we will consider it as delivered if it was sent to the address provided by the customer.

3. Even if the emails we send are undeliverable due to unknown recipients, internet issues, etc., we will consider them as delivered if they were sent to the email address provided by the customer.

 

Article 6 Handling of Personal Information and Data

1. The personal information we obtain from customers in this service is ourprivacy policyWe will handle it appropriately in accordance with the regulations.

2. We will use the personal information and data of customers obtained in the provision of this service only for the purposes listed in the following items, and we will not provide customers' personal information or data to third parties without the customer's consent.
　
(1) To investigate the cause, analyze the problem, and determine if it has failed.
(2) For other purposes in order to provide this service.

3. We may provide your personal information and data to our affiliates and judicial or administrative authorities in the cases listed below.

(1) When providing your personal information and data to our affiliated companies for the purpose of performing this service.
(2) When a request is received from a judicial or administrative body that involves a legal obligation to conduct an investigation or other action.

 

Article 7 Precautions regarding damages resulting from product inability to be used

We will not be liable for any loss, profit or opportunity loss incurred by the customer due to the inability to use the product, damages arising from special circumstances regardless of our foresight, secondary damages, accident compensation, damages to products other than ours, damages or losses to the customer's business, or any other special damages, consequential damages, and secondary damages.

 

Article 8: Elimination of relationships with anti-social forces

1. If it is determined that the customer is part of an anti-social force (as defined in Article 2, Item 2 of the Act on Prevention of Unjust Acts by Organized Crime Group Members (hereinafter referred to as the "Anti-Organized Crime Act"), including organized crime groups, organized crime group members as defined in Article 2, Item 6 of the Anti-Organized Crime Act, individuals who have not been out of organized crime groups for more than five years, quasi-members of organized crime groups, companies related to organized crime groups, corporate extortionists, those who claim to represent social movements, those who claim to engage in political activities, special intelligence violent groups, close associates of organized crime groups, and other groups or individuals that engage in violent demands or unjust demands beyond legal responsibilities), the company may terminate all or part of the contract regarding this service at any time after the occurrence of such circumstances without any prior notice.

2. Based on this provision, even if damages occur due to our company terminating all or part of the contract related to this service, we shall not be liable for compensation.

 

Article 9 Other

1. These terms and conditions are only valid within Japan. Furthermore, these terms do not limit your legal rights. Matters not specified in these terms will be decided through separate consultation.

If you purchase the target product using Makuake, GREEN FUNDING, Kickstarter, or Indiegogo, both our company and you shall comply with the terms of use of Makuake, GREEN FUNDING, Kickstarter, or Indiegogo.

3. Even if some provisions of these terms are deemed invalid by law, such provisions shall remain valid to the extent recognized as valid by law.

4. The formation, validity, performance, and interpretation of these Terms and Conditions shall be governed by the laws of Japan.

 

Article 10: Amendments to these Terms and Conditions

This agreement may be revised by our company without prior notice. In this case, the terms of use for this service will be based on the latest version of this agreement after the changes, so please check the latest content.

Changes to these terms as stipulated herein may include a reduction in the warranty period of this warranty service, restrictions or exclusions of the eligible products, changes, limitations, or abolishment of the content of this warranty service, among others.

The revised terms and conditions shall take effect at the time they are displayed on the website, unless otherwise specified by our company.