Terms of Service for Basic Warranty and Care Program
At LOVST TOKYO, we believe that using items carefully and for a long time is one sustainable choice.
These Terms of Service stipulate the contents and conditions of use for our "Basic Warranty" and "Care Program (paid)".
By using this service, you are deemed to have agreed to these Terms of Service.
Article 1 (Purpose)
These Terms of Service stipulate the contents and conditions of use for our "Basic Warranty" and "Care Program (paid)".
By using this service, you are deemed to have agreed to these Terms of Service.
Article 2 (Applicable Products)
This applies to products purchased from our official online store or authorized sales channels (POPUP stores, Rakuten Ichiba).
Second-hand and transferred products are not covered.
The Care Program (paid) is limited to those who have joined through the online store.
【Basic Warranty】
Article 3 (Basic Warranty Contents)
If an initial defect is confirmed within 3 months from the date of purchase under normal use, we will provide free repair or replacement.
Whether it qualifies for repair or replacement will be determined by our standards after inspecting the product's condition.
Warranty Period: 3 months from order date
Action: Replacement or free repair
Terms of Application
Applies if the following defects are confirmed upon product arrival or within 3 months of purchase.
However, items falling under [Exclusions from Basic Warranty] are not covered.
Items covered by Basic Warranty
① Initial defects related to stitching and structure
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Frayed seams or broken threads (before normal use)
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Greatly distorted stitching
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Handle or shoulder strap stitching is loose and coming off before use
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Lining is shifted or not fixed
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Internal core material is skewed or protruding
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Missing or unstitched areas
② Metal fittings/parts defects
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Zipper is hard to open/close, gets stuck, or doesn't close
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Snap buttons/hooks don't fasten or come off easily
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Metal fittings are coming off, completely detached, or clearly distorted
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Rust, discoloration, or scratches on metal parts before use (before normal use)
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Improper installation position or missing metal fittings
③ Material, fabric, or leather defects
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Holes, tears, or rips in fabric/leather
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Noticeable scratches or cracks on the surface (before normal use)
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Material is peeling (e.g., surface peeling of synthetic leather)
④ Dirt/Appearance defects
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Noticeable dirt or stains (before normal use)
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Glue or adhesive residue on the surface (before normal use)
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Foreign objects (e.g., metal fragments) remaining inside
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Mold or discoloration likely from storage (before normal use)
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Clearly used appearance, like a second-hand item (before normal use)
⑤ Malfunction/Specification discrepancy
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Pocket is sewn shut and unusable
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Size/specifications significantly different from product description
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Shoulder strap length cannot be adjusted, or metal fittings are not functional
⑥ Missing accessories/set items
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Shoulder strap not included
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Stated accessories such as dust bag or tags are missing
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Included parts are defective (e.g., adjustment fittings are broken)
Article 4 (Exclusions from Basic Warranty)
The basic warranty does not cover the following cases:
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Wear and tear, loss, misuse, or accidental damage
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Excessive edge paint wear, natural fading, softening, and stains
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Spots and stains
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Stretching due to wearing and normal use
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Damage to surfaces and seams due to wear or friction
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Stains and damage due to improper conditioning or cleaning
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Wear and tear of lining due to normal use
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Damage due to excessive force
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Scratches and scuffs
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Damage caused by strong chemicals, cleaners, or other liquids
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Damage due to exposure to extreme cold or heat
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Damage caused by animals, fire, or weather
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Damage caused by natural disasters
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Damage caused by airlines, third parties, or mishandling
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Damage caused by modification or repair by a third party
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Theft, loss, or intentional damage
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Loss or damage occurring during delivery
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Third-party products
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Indirect or incidental damage during use of this product
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Failure and damage of this product or other products used with this product
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Damage to consumer electronics or other personal property such as laptops, mobile phones, smartphones, tablets, MP3 players, DVD players, handheld devices
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Damage to data contained in the above devices for any reason
【LOVST Care Program (Paid)】
Article 5 (Care Program Overview)
The Care Program is a paid support program that extends the standard warranty to help you enjoy your product longer.
Fees
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Accessories: 1,500 yen (tax included)
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Wallets/Bags: 3,000 yen (tax included)
※Generally, purchased concurrently with the eligible product.
Article 6 (Care Program Contents)
① Extended Basic Warranty
Initial defect coverage is extended to one year from the date of enrollment.
The scope of warranty covered by the extended basic warranty is as defined in the latter part of this article.
② Half-price repair for natural defects
For natural defects due to normal use, repairs will be handled at half the cost.
There is no limit to the number of times.
The applicable period is perpetual from purchase.
However, repairs may not be possible depending on the product's condition, type of damage, or availability of materials.
③ Provision of care cloth
A care cloth will be included with the warranty card.
④ In-store care service
Provided during specific times at POPUP events.
Future plans include offering this at permanent stores.
Details and times will be announced separately by us.
Article 7 (Repair Request Method)
If you wish to request a repair, please apply via our official website or designated contact point.
Confirmation of purchase history is required for use.
Repairs performed by methods other than those designated by us will not be covered by the warranty or Care Program.
1. Conditions for applying Extended Basic Warranty
Warranty Period: 1 year from order date
Action: Free repair
※However, one-way shipping costs are borne by the customer, and replacement is not possible.
Terms of Application
Applies if the following defects are confirmed within the service application period.
However, items falling under [Exclusions from Care Program] are not covered.
The content is equivalent to the basic warranty, excluding items that apply only before normal use.
① Initial defects related to stitching and structure
-
Greatly distorted stitching
-
Handle or shoulder strap stitching is loose and coming off
-
Lining is shifted or not fixed
-
Internal core material is skewed or protruding
-
Missing or unstitched areas
② Metal fittings/parts defects
-
Zipper is hard to open/close, gets stuck, or doesn't close
-
Snap buttons/hooks don't fasten or come off easily
-
Metal fittings are coming off, completely detached, or clearly distorted
-
Improper installation position or missing metal fittings
③ Material, fabric, or leather defects
-
Holes, tears, or rips in fabric/leather
-
Material is peeling (e.g., surface peeling of synthetic leather)
④ Dirt/Appearance defects
-
Foreign objects (e.g., metal fragments) remaining inside
⑤ Malfunction/Specification discrepancy
-
Pocket is sewn shut and unusable
-
Size/specifications significantly different from product description
-
Shoulder strap length cannot be adjusted, or metal fittings are not functional
⑥ Missing accessories/set items
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Shoulder strap not included
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Stated accessories such as dust bag or tags are missing
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Included parts are defective (e.g., adjustment fittings are broken)
2. Conditions for applying half-price repair for natural defects
Warranty Period: Perpetual from order date
Action: Half-price repair
Number of Applications: Half-price any number of times
Terms of Application
Repairable natural defects, excluding those covered by the "Extended Basic Warranty", are eligible for "half-price repair".
Examples of Repairable Items
【Bags】
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Zipper
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Opening/closing failure
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Fabric tear
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Deterioration of pull tab (leather)
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Metal fitting failure (damage to snaps, hooks, buckles, carabiners, spring hooks, etc.)
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Peeling of metal plating
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Fraying of seams
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Peeling of edge paint
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Deterioration/peeling of leather surface (handles, etc.)
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Deterioration of strap/handle
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Stains
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Peeling of engraving