After-sales service

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After-sales service

TORRAS Japan, a company of Rakuso Tensei Technology Co., Ltd. (hereinafter referred to as "TORRAS" or "our company"), is committed to customer satisfaction and to providing customers with high-quality products and services, so all TORRAS products come with a 180-day warranty period from the date of delivery. By purchasing a TORRAS product, you agree to the TORRAS limited warranty terms. Please read the information below for specific warranty terms.

1. Warranty Policy

1.1 Warranty Period and Channel

- TORRAS products purchased from official stores (official website, Amazon direct store, Rakuten direct store) are covered by a 180-day limited warranty. The warranty period begins when the purchaser receives the product.
- TORRAS products are sold through official channels such as the official website, Amazon, and Rakuten. Authorized stores outside of these channels may provide their own warranties, which may differ from the official warranty. For more information, please contact the customer service of each channel.

1.2 Warranty Coverage

- The warranty does not apply in the following cases:
(1) If the warranty period has expired
(2) If you purchased the product from a seller other than an authorized dealer
(3) You fail to provide sufficient proof of purchase
(4) Problems not related to quality (after 30 days from purchase)
(5) In the event of loss or theft of the product
(6) If the product breaks down due to modification, disassembly, or repair by the customer or a third party without following the official manual.
(7) Damage to the product caused by improper operation by the purchaser (including, but not limited to, use at altitudes, temperatures, humidity, and improper operation of the equipment that exceed the range of the usage environment shown in the advertisement).
(8) Breakdowns and damage caused by external factors after purchase (load such as pressure, inclusion of liquids/foreign objects, etc.)
(9) Damage to the product caused by fire, earthquake, storm, flood, other natural disasters, pollution, etc.
(10) In the case of free products

1.3 Warranty Process

- Please send an email directly to the after-sales service email address in the corresponding channel. In the email, please be sure to include a valid proof of purchase such as your order number in the corresponding channel, a detailed description of the problem, and materials such as photos and videos.
Official website after-sales service email: torrassupport@torras.co.jp
Amazon after-sales service email: support@torraslife.com
Rakuten Ichiba after-sales service email: support.jp@torraslife.com
After-sales service email for offline authorized stores: sales@torraslife.com
- We will respond within 1-2 business days.

1.4 Disclaimer

TORRAS shall not be liable if:
- Data loss while using TORRAS products;
- Loss or damage to any third party products other than TORRAS products (including but not limited to damage to mobile phones, damage to screens, etc.)

2. Returns and Refunds Policy

Thank you for using TORRAS. By ordering from TORRAS, you are implicitly agreeing to the following terms and conditions.
Non-TORRAS manufacturers, suppliers, and distributors may have their own policies available to you. Please contact them for more information. Please note that return and refund policies may vary depending on local laws and regulations.

2.1 Warranty Return Policy

-If there is a quality problem with the product within the warranty period, you can contact us at any time to receive after-sales service. However, as return policies may differ depending on the platform, customers who purchased the product from a platform other than the official website can contact the customer service of the corresponding platform.

2.2 Cancellation of an order

- You can cancel your order within 24 hours of placing your order. However, please note that you cannot cancel your order after it has been shipped. If you wish to cancel your order, Please contact us at torrassupport@torras.co.jp .

2.3 Returns/Exchanges

2.3.1 Return and exchange deadlines

- If you are not satisfied with the product you purchased from our official website, please contact us within the warranty period and we will provide you with after-sales service.

Contact email address: torrassupport@torras.co.jp

- If you purchased from Amazon or Rakuten Ichiba's directly managed stores, please contact the customer service of the platform directly. They will provide you with the after-sales service. You can also contact us at the following email address:

Amazon: support@torraslife.com

Rakuten Market: support.jp@torraslife.com

- Returns or exchanges will not be accepted after the warranty period has expired.

- If there is a quality problem with the product, we will provide a full refund or a one-time free replacement service within the warranty period.

2.3.2 Return Procedure

2.3.3 Replacement Procedure

2.3.4. Shipping Fees for Returns and Exchanges

If there is a problem with the quality of the product, we will cover the shipping costs for the return or exchange. If you wish to return or exchange the product for your own reasons, you will be responsible for the shipping costs.

3. Price Protection

- TORRAS Japan (Rakuso Tensei Co., Ltd.) reserves the right to change the prices of products displayed on this website at any time, and to correct any pricing errors that may occur unexpectedly. However, TORRAS Japan offers a 14-day price guarantee. If TORRAS Japan lowers the price within 14 days of the purchase date, we will refund the difference, so please feel free to contact us. Please contact us at torrassupport@torras.co.jp . Please note that you must contact us within 14 days of the price change to receive a refund. However, please note that this does not apply to limited-time price reductions such as Black Friday and Amazon Prime Day, and only applies to price comparisons on the same channel.

4. After-sales service and support inquiries

Official website after-sales service email: torrassupport@torras.co.jp
Amazon after-sales service email: support@torraslife.com
Rakuten Ichiba after-sales service email: support.jp@torraslife.com
After-sales service email of offline authorized store: sales@torraslife.com

5. Shipping Policy

Thank you for using https://torras.co.jp/. TORRAS aims to provide the best delivery service. Below are the terms and conditions that make up our delivery policy.

5.1 Shipping Processing Time

- All orders are processed within 1-2 business days (only processed on business days).
- Business hours: 11:00--19:00
- Please note that around holidays and during peak periods, orders may take longer than usual to be processed/delivered. If there is a significant delay in your order, please contact us by email.

5.2 Estimated Delivery Date

Order processing times may vary depending on factors such as the availability of individual items, the season, holidays, and other circumstances. Also, popular items that are currently out of stock may take longer to ship. We apologize for any inconvenience this may cause.

5.3 Shipping Confirmation and Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. Click on the tracking number in the email to check the status of your order.
If your tracking information is not updated within 5 business days, Please contact us at torrassupport@torras.co.jp .

5.4 Shipping Area

Delivery is available within Japan.
Standard shipping takes 3-5 business days, but shipping to islands such as Hokkaido takes 7 business days.
If your area isn't listed, Please contact us at torrassupport@torras.co.jp .

5.5 Shipping Information

Please ensure that all shipping information you provide is correct, as we are not responsible for any losses, including lost packages, damaged packages, losses due to delays, or any other losses caused by incorrect shipping information provided by you.

5.6 Logistics companies

YUN Express is the logistics partner for TORRAS products. We will select the most suitable shipping company (Sagawa Express, Japan Post, etc.) based on your address. At this time, we cannot specify a specific logistics company.

6. Frequently Asked Questions

- I have ordered multiple items. Will they be shipped at the same time?
We try to ensure that all items are delivered to you at the same time. However, we may choose different shipping methods for some items, so items may not always be shipped together. You will receive a shipping notification email once your items have been shipped.

- Can I change the delivery address after the item has been shipped?
Unfortunately, we cannot change your shipping information after your order has been shipped. However, you may reorder your order by contacting us within 24 hours of placing your order and providing us with the correct shipping information.
Please note that if you cancel your order more than 24 hours after placing your order, you will be responsible for the return shipping fee. If your package is lost or you are unable to receive it due to an incorrect address, you will be responsible for the loss.

- What should I do if I receive a different product than what I ordered?
Please contact us at torrassupport@torras.co.jp and we will respond within 1-2 business days.

7. Privacy Policy

Handling of Personal Information

7.1 In this policy, "personal information" refers to information about an individual that can identify a specific individual by name, date of birth, or other description contained in the information, or that includes a personal identification code. Some of the information collected about customers cannot identify a specific individual by itself, but if it can identify a specific individual by combining it with other information, all such information will be treated as "personal information" to the extent that it is treated in combination.

- (Compliance with laws and regulations)

7.2 When handling personal information, TORRAS will comply with the obligations set out in the Personal Information Protection Act and other laws and regulations related to the protection of personal information, guidelines issued by the Personal Information Protection Commission and competent authorities, as well as this Policy.

- (Use within the scope of the intended purpose)

7.3 TORRAS will process personal information only to the extent necessary to achieve the specified purposes of use, unless it has obtained the prior consent of the individual or is permitted by law, and will take measures to do so.

- (Acquisition of personal information)

7.4 When acquiring personal information, TORRAS will clearly indicate the items of personal information to be handled, the purpose of use, contact information, and other necessary information in advance, and will not acquire personal information without the individual's consent. When acquiring personal information from a third party, if there is a legal obligation to confirm and create records when receiving information from a third party, TORRAS will comply with such obligation.

- (Personal information of individuals under the age of 15)

7.5 TORRAS strives to comply with all applicable laws and regulations regarding the collection, storage and use of personal information about customers under the age of 15. If a parent or guardian becomes aware that their child has provided personal information to Sony without their parent or guardian's consent, they should contact us using the contact details set out in this Policy.

- (Safety Control Measures)

7.6 TORRAS will endeavor to keep personal information accurate, complete and up-to-date within the scope of the intended use, and will take necessary and appropriate security measures in accordance with the current state of technology to prevent unauthorized access, leakage, falsification, loss, damage, etc., and will correct such measures as necessary.

- (Supervision of contractors)

7.7 TORRAS may entrust the handling of personal information to other TORRAS companies or third parties to the extent necessary to achieve the purpose of use. In such cases, TORRAS will take appropriate safety management measures under the TORRAS common information security policy. In addition, when entrusting business to a third party, we will ensure that the handling of personal information is properly managed through contracts, etc. In the case of entrusting business to a third party in a foreign country, if a legal obligation to keep records arises when providing the information to a third party, we will comply with this.

- (Provision to third parties)

7.8 TORRAS will not provide personal information to third parties without the consent of the individual, unless permitted by law. In the event that personal information is provided to a third party and a legal obligation to create records arises when providing such information to a third party, TORRAS will comply with such obligation.

- (Response to inquiries)

7.9 TORRAS will respond appropriately to inquiries about the disclosure, correction, suspension of use (such as introduction of products and services), deletion, and other inquiries regarding the handling of personal information in accordance with the provisions of laws and regulations. Please contact the office provided by the company to which you provided your personal information.

- (Strengthening systems, education, etc.)

7.10 In order to handle personal information appropriately, TORRAS will strive to continuously strengthen and improve its internal systems, including reviewing this policy, by appointing a personal information management officer, establishing internal regulations, educating officers and employees, and conducting appropriate internal audits.

7.11 In order to measure the effectiveness of advertisements, we may obtain information about advertisements clicked before visiting our site (such as the click date and the site where the advertisement was posted) from a tool operated by a third party and compare it with your order information.

7.12 We use personal information collected through TORRAS Products and Services in a variety of ways to provide TORRAS Products and Services and operate our business. The purposes for which we use personal information we collect include, but are not limited to, the following:

① To provide and operate the functionality of TORRAS Products and Services, to verify and manage your TORRAS user account, to provide services and information you request, and to process and provide registrations and rewards in connection with promotions that TORRAS may offer from time to time. We process your personal information in accordance with this Policy and any preferences you express through TORRAS Products and Services (including our website and TORRAS App).
② To maintain and improve TORRAS products and services, personalize the content you receive and provide you with content that is customized to your interests.
③ To understand and analyze usage trends and preferences, improve TORRAS products and services, and develop new products, services, and features.
④ To contact you for administrative and informational purposes (including customer service). We may send you direct marketing, such as information about products and services offered by our company and third parties with which we partner, including promotional and event updates. If you are an individual or consumer, we will send you direct marketing only with your consent or where permitted by applicable law. You may unsubscribe or withdraw your consent at any time by submitting a request to unsubscribe.
⑤ To detect, prevent, and respond to fraud, unauthorized use, security risks, and technical issues that may cause harm to our customers, our company, or the general public.
⑥ For other purposes disclosed to you at the time the information is collected or with your consent.
⑦ We aggregate the Personal Data we collect (such as the number and frequency of visits to our Sites and Apps) to create metrics and statistics. We use aggregated data to understand how the Sites are used and to improve their usability. We also use it to enhance the quality and availability of the products and services we offer.
8. To comply with applicable laws, such as laws regarding the use of products and opening online accounts.

8. Payment Methods

Payment can be made by credit card, smartphone payment, convenience store payment, or bank transfer.

9. Disclosure under the Specified Commercial Transactions Act

Name of business operator	Rakuso Mirai Co., Ltd.
Business address	〒110-0016 B1F, Plite Akihabara, 1-24-9 Taito, Taito-ku, Tokyo :
Email	torrassupport@torras.co.jp
Shipping Fee	Nationwide flat rate: ￥480 If your order totals 5,500 yen (tax included) or more, shipping will be free.
payment method	Payment can be made by credit card, smartphone payment, convenience store payment, or bank transfer.
Timing of payment	Credit card/PayPal: Charge will be applied after the order is accepted (shipping will begin after payment is complete).
Delivery time and method of the product	After receiving your order, we will ship your order within 1-3 business days (excluding Saturdays, Sundays, and holidays). However, please note that delivery may be delayed during periods of high order volume or around holidays.
Returns and Exchanges	We provide after-sales service for products purchased from official stores (official website, Amazon, Rakuten Ichiba, offline certified stores) that are within the warranty period. *Different after-sales policies apply for each platform. For details, please contact the customer service of each platform. For detailed return and exchange policy, please see our Refund Policy . For after-sales contact: Official website after-sales service email: torrassupport@torras.co.jp Amazon after-sales service email: support@torraslife.com Rakuten Ichiba after-sales service email: support.jp@torraslife.com After-sales service email for offline authorized stores: sales@torraslife.com

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180 Days Warranty
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