Return and Refund Policy
| Order Cancellation | We do not accept returns of orders other than defective items. If the product is defective, please contact us within 7 days after receiving the product. If the item is not successfully received within the delivery company's storage period and is returned, it will be considered a cancellation due to the customer's convenience and no refunds will be given. Please note that you may be charged additional shipping charges for returning the item. |
| In the case of defective products | If the product is found to be defective, we will either provide a repair free of charge, or offer an exchange for the same product pending availability. If a repair is not possible, or no stock is available that can be exchanged, we will issue a refund. |
| Return Postage | GENTEMSTICK ONLINE STORE will cover the return shipping fee for the repaired or replacement items within Japan, however, the customer is responsible for the shipping fee for returning defective items to us. In the case of a return due to the customer's convenience, the customer will be responsible for the cost of shipping both ways. Customers shipping or carrying their items outside of Japan assume any and all shipping expenses even in the case of a manufacturing defect. |
| Please note |
Please note that returns/refunds will not be accepted in the following cases. |
| Notice for Customers within the EU |
【Notice for Customers within the EU: Cancellation and Return Policy】 Customers within the EU have the right to cancel (withdraw from) their contract within 14 days of receiving their goods. If you wish to return an item, please be sure to review the following terms and conditions. 1. High Return Shipping Costs (To be borne by the customer) In the event of a return, all direct costs for international return shipping back to Japan (international shipping fees) must be fully borne by the customer. Because large or oversized items such as snowboards cannot be shipped via standard international mail, you will need to use international courier services (such as FedEx, DHL, etc.). Please be aware that return shipping costs can be high, estimated at approximately €250 to €500. Note: Any customs duties or import Value Added Tax (VAT) paid in your country upon receipt of the item are non-refundable by our store. If you wish to claim a refund for these taxes, please contact your local customs authority directly. 2. Reduction in Refund Value Due to Diminished Value of Goods When inspecting the item you received, please limit the handling to what would be permitted in a physical retail store (such as visual inspection indoors). If the goods are used beyond what is necessary to establish their nature, characteristics, and functioning—resulting in a diminished value of the product (as outlined in the examples below)—the amount of that depreciation (up to 100% of the product price) will be deducted from your refund. ・Presence of binding marks (screw marks, deck scratches, etc.) ・Actual riding or use on snow or outdoors ・Any modifications made to the product by the customer, such as tuning/waxing ・Any other scratches, stains, or damage resulting from unnecessary handling 3. Exceptions Regarding Optional Services (Tuning, Processing, etc.) Fees for optional services performed prior to shipment at the customer's request, such as "Structure Processing" or "BASIC TUNE," are non-refundable as they constitute services that have already been fully rendered. Furthermore, if irreversible modifications are made to the board itself (such as a CUSTOM TUNE or Structure Processing), the item falls under the EU law exception for "goods made to order or clearly personalised" Therefore, the product itself will be ineligible for cancellation or return (or subject to a 100% value reduction). |