Refund policy

Article 1 (Scope)
This Order Cancellation, Return & Refund Policy ("these Terms") applies only to lipro products ("the Products") purchased directly from our official online shop. For returns of products purchased through other channels, please contact the retailer from which you purchased them 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, cancellation may not be possible at the time of your inquiry. In that case, please use the return procedure below.

Article 3 (Returns and Exchanges)
3.1. Returns/Refunds Due to Customer Circumstances
Returns due to customer circumstances are accepted only if you notify the lipro Support Center within 30 days, including the date the product is delivered. For returns due to our fault—such as damage or misdelivery—we will bear the return shipping costs. A return for a reason such as a problem with the installation location, or the product not matching your anticipated method of use, when there is no defect in the product itself, is deemed a return due to customer circumstances.

Return shipping costs for returns due to customer circumstances are borne by the customer.
Depending on the condition of the product, we may be unable to accept the return or exchange.
We cannot accommodate exchanges for reasons such as a problem with the installation location or unsuitability for your method of use when the product has no defect.

Article 4 (Limitations of These Terms)
Please note that we will decline a return or exchange if the Product falls under any of the following:

  • Purchased somewhere other than our official online shop.
  • A return/refund request made after the return/refund period set out in Article 3 has passed. (In such cases, we will accommodate only exchange or repair where we deem it appropriate.)
  • Proof of purchase cannot be provided, or it does not state the required items (store of purchase, date of purchase, model name/model number, etc.).
  • The original packaging or accessories (including the original packaging, manual, and accessories) have not been returned, or the returned product is incomplete (e.g., missing accessories or instruction manual).
  • Cosmetic damage or device malfunction due to intent or negligence.
  • The product's nameplate, SN barcode, or seal has been removed or damaged and is illegible, or shows signs of tampering.
  • A defect arising from misuse deviating from the instruction manual, or from improper handling.
  • A malfunction or defect caused by modification, unauthorized repair, or third-party products.
  • The product's outer box is scratched or damaged (excluding damage incurred during shipping/logistics).
  • Malfunction or damage caused by transport after the product's arrival, or by dropping, impact, or submersion when moving the product.
  • Damage due to theft, loss/misplacement, fraud/embezzlement, or harmful acts by a third party.
  • Any other case we determine that a return cannot be accommodated.

Article 5 (lipro Support Center Contact)
lipro Support Center
Email: support.jp@lipro.com
Hours: 10:00 AM–5:00 PM (Closed on Saturdays, Sundays, public holidays, and company holidays)