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 provides high-quality products and services to its customers. All TORRAS products come with a 180-day warranty from the date of delivery. By purchasing a TORRAS product, you agree to the TORRAS Limited Warranty Policy. Please read the information below for specific warranty terms.

1. Warranty Policy

1.1 Warranty Period and Channels

- 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 retailers outside of these channels may offer their own warranty, 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 cover the following cases:
(1) If the warranty period has expired
(2) If you purchased from a seller other than an authorized dealer
(3) Failure 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 modifications, disassembly, or repairs by the customer or a third party without following the official manual.
(7) Damage to the product due to improper operation by the purchaser (including, but not limited to, use in environments with heights, temperatures, or humidity that exceed the range of the usage environment shown in the advertisement, or improper operation of the equipment).
(8) Malfunctions and damage caused by external factors after purchase (such as pressure, liquids or foreign objects entering the product, etc.)
(9) Damage to the product caused by fire, earthquake, storm, flood, other natural disasters, pollution, etc.
(10) Free products

1.3 Warranty Process

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

1.4 Disclaimer

TORRAS shall not be liable for:
- 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, screen damage, etc.)

2. Return and Refund Policy

Thank you for using TORRAS. By ordering from TORRAS, you are implicitly agreeing to the following terms and conditions.
Manufacturers, suppliers, and distributors other than TORRAS may have their own policies that they offer to customers. Please contact them for details. 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 from platforms other than the official website should contact the customer service of the corresponding platform.

2.2 Cancellation of Order

- You can request a cancellation within 24 hours of placing your order. However, please note that cancellations are not possible after the item has been shipped. If you wish to cancel, Please contact us at torrassupport@torras.co.jp .

2.3 Returns/Exchanges

2.3.1 Return and exchange deadline

- 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, please contact the platform's customer service directly. They will provide you with after-sales service. You can also contact us at the following email address:

Amazon: support@torraslife.com

Rakuten Market: support.jp@torraslife.com

- Returns and exchanges are not accepted after the warranty period has expired.

-If you experience any problems with your product during the warranty period, please feel free to contact us at any time. We will offer a refund or a new product (full refund is available in the case of initial defects).

2.3.2 Return Procedure

2.3.3 Replacement Procedure

2.3.4. Return and exchange shipping costs

If there is a problem with the quality of the product, we will cover the shipping costs for returns and exchanges. If the return or exchange is due to customer convenience, the customer 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 unforeseen pricing errors. However, TORRAS Japan offers a 14-day price guarantee. If TORRAS Japan lowers the price within 14 days of your purchase date, we will refund the difference. 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. 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 within 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 Market after-sales service email: support.jp@torraslife.com
After-sales service email for authorized offline stores: sales@torraslife.com

5. Shipping Policy

Thank you for using https://torras.co.jp/. TORRAS aims to provide the best possible 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
- Orders may take longer to process/ship around holidays and during peak periods. If your order is significantly delayed, 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 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

We offer shipping within Japan.
Standard delivery takes 3-5 business days, but delivery to islands such as Hokkaido takes 7 business days.
If your area is not listed, Please contact us at torrassupport@torras.co.jp .

5.5 Shipping Information

Please ensure all shipping information you provide is correct, as we are not responsible for any losses, including lost, damaged, delayed, or other losses caused by incorrect shipping information you provide.

5.6 Logistics companies

YUN Express is our 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 are unable to specify a specific shipping company.

6. Frequently Asked Questions

- I ordered multiple items. Will they be shipped at the same time?
We strive to ensure that all items arrive at the same time. However, we may use 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 product 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 it, you will be responsible for the return shipping fee. If your package is lost or not received 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" means information about an individual that can identify a specific individual by name, date of birth, or other description contained in such information, or that includes a personal identification code. Some of the information collected about customers may not be able to identify a specific individual on its own, 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 Act on the Protection of Personal Information and other laws and regulations related to the protection of personal information, as well as the guidelines published 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 only process personal information to the extent necessary to achieve the specified purposes of use, unless it has obtained the prior consent of the individual or is otherwise permitted by law, and will take measures to do so.

- (Acquisition of personal information)

7.4 When acquiring personal information, TORRAS will clearly state the items of personal information to be handled, the purpose of use, contact point for inquiries, and other necessary information in advance, and will not acquire personal information without the consent of the individual. When acquiring personal information from a third party, if there is a legal obligation to verify and create records when receiving third-party provision, TORRAS will comply with this.

- (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 children under the age of 15. If a parent or guardian becomes aware that their child has provided personal information to Sony without their parent's or guardian's consent, they should contact us using the contact details set out in this Policy.

- (Safety Management Measures)

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

- (Supervision of contractors)

7.7 TORRAS may outsource 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. Furthermore, when outsourcing to a third party, we will ensure that the handling of personal information is properly managed through contracts, etc. In the case of outsourcing to a third party in a foreign country, if a legal obligation to provide information to a third party arises, we will comply with this obligation.

- (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, TORRAS will comply with such obligation.

- (Response to inquiries)

7.9 TORRAS will respond appropriately to inquiries regarding the disclosure, correction, suspension of use (such as product and service introductions), deletion, and other matters related to the handling of personal information in accordance with the provisions of laws and regulations. Please contact the contact point 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, this website may obtain information from tools operated by third parties regarding advertisements clicked before visiting this website (such as the click date and the website where the advertisement was posted) and compare this information 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, including, but not limited to, the following purposes for which we use personal information:

① To provide and operate the features of TORRAS products and services, verify and manage your TORRAS user account, provide services and information you request, and process and provide registrations and offers 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 tailored 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 updates on promotions and events. If you are an individual or consumer, we will only send you direct marketing if we have your consent or if permitted by applicable law. You can request to unsubscribe or withdraw your consent at any time.
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 any other purposes disclosed to you by us at the time of collection 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, improve their usability, and enhance the quality and availability of the products and services we offer.
8. To comply with applicable laws, such as those related to product use and opening online accounts.

8. Payment Methods

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

9. Disclosure based on the Specified Commercial Transactions Act

Name of business operator	Rakuso Mirai Co., Ltd.
Business address	〒110-0016 B1F, Prite Akihabara, 1-24-9 Taito, Taito-ku, Tokyo :
Email	torrassupport@torras.co.jp
Shipping Fee	Nationwide flat rate ¥480 If the total amount of your order is 5,500 yen (tax included) or more, shipping is free.
payment method	Payment can be made by credit card, smartphone payment, convenience store payment, or bank transfer. (eg: konbini, Payeasy, JCB, Merpay Aupay)
Timing of payment	Credit card/PayPal: Charges will be applied after the order is accepted (shipment will be made after payment is completed).
Delivery time and method of the product	Once your order is received, we will ship your order within 1-3 business days (excluding Saturdays, Sundays, and public holidays). However, please be aware that delivery may be delayed if there is a large number of orders 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 to each platform. For details, please contact the customer service of each platform. For detailed return and exchange policy, please see our Refund Policy . After-sales contact: Official website after-sales service email: torrassupport@torras.co.jp Amazon after-sales service email: support@torraslife.com Rakuten Market after-sales service email: support.jp@torraslife.com After-sales service email for authorized offline stores: sales@torraslife.com Contact phone number (in case of emergency)* Tel: 034 520 9408