Order Cancellation/Return/Refund Policy

Article 1 (Scope of Application)

This Order Cancellation, Return, and Refund Policy (hereinafter referred to as "this Policy") applies only to lipro products (hereinafter referred to as "the Products") purchased directly from lipro's official online shop.
For returns of products purchased through other channels, please contact the original retailer directly.

Article 2 (Cancellation of Ordered Products)

Cancellations are accepted before the product is shipped.
If your ordered product has already entered the shipping preparation stage, it may be difficult to process your cancellation request at the time of inquiry. In such cases, please follow the return procedure below.

Article 3 (Returns and Exchanges)

3.1. Returns/Refunds due to Customer Convenience

Returns due to customer convenience will only be accepted if reported to the lipro Support Center within 30 days including the product arrival date. If the return is due to our fault, such as damage to the product or incorrect delivery, we will bear the return shipping costs. If the return is for reasons such as installation location issues or incompatibility with intended use, despite the product itself being free of defects, it will be considered a return due to customer convenience.

  • Customers are responsible for return shipping costs for returns due to customer convenience.
  • Returns/exchanges may not be accepted depending on the product's condition.
  • Exchanges will not be accepted if there is no defect in the product and the reason is an installation location issue or unsuitability for intended use.

Article 4 (Limitations of This Policy)

Please note that returns and exchanges will be refused if the Product falls under any of the following circumstances:

  • Purchased from a channel other than our official online shop.
  • Return/refund request made after exceeding the return/refund period specified in Article 3. However, we may accept it only if we deem it appropriate, such as for an exchange or repair.
  • Failure to provide proof of purchase, or if the proof of purchase lacks necessary information (e.g., store of purchase, date of purchase, model name).
  • Original packaging or accessories (including original packaging, manuals, and accessories) are not returned, or the returned product is incomplete (e.g., missing accessories or instruction manuals).
  • External damage or device malfunction due to intentional acts or negligence.
  • The product nameplate, SN barcode, or sealing sticker has been peeled off, damaged, is unidentifiable, or shows signs of tampering.
  • Malfunctions caused by misuse or improper handling that deviates from the usage instructions provided in the product manual.
  • Malfunctions or defects caused by modification, unauthorized repair, or products from other companies.
  • The product's outer box has scratches or damage (excluding damage during logistics).
  • Malfunctions and damage caused by transport after product arrival, dropping during product movement, impact, or immersion in water.
  • Damage caused by theft, loss/misplacement, fraud/embezzlement, or third-party harmful acts.
  • Other cases where we deem returns unacceptable.

Article 5 (lipro Support Center Contact Information)

lipro Support Center
Inquiry Email: support.jp@lipro.com
Reception Hours: 10:00-18:00 (Open all year round)