Support
Warranty Support and Product Replacement Service
We explain the process from identifying your product to shipment. Please have photos and proof of purchase ready so we can review your request smoothly.
Replacement support may no longer be available for some discontinued products.
Please check whether your product is eligible before applying.
Depending on your application, we may contact you by email to confirm the details.
Please check whether your product is eligible before applying.
Depending on your application, we may contact you by email to confirm the details.
From application to delivery of your replacement
- ① Apply online
- Complete the application on this page using a computer or smartphone.
- ② We arrange and ship the replacement
- After reviewing your application, we will ship the replacement product.
- ③ Receive your replacement
- Once it arrives, please return the defective product using the enclosed freight-collect return slip, if a return is required.
STEP 1 / 4: Check your product
Identify your product by its model number, which is shown on the packaging or warranty card.
| Model number | Example: L102BEAN CG. The model number is shown on the packaging or warranty card. |
|---|---|
| Purchase date | YYYY/MM/DD (used to check the warranty period) |
STEP 2 / 4: Review the warranty conditions
Please review the conditions for replacement before proceeding.
| ✓ Eligible for replacement Initial defects or malfunctions occurring within the warranty period | ✕ Not eligible Products showing signs of damage, water exposure, disassembly, rust, or modification; products purchased through auctions or flea-market apps (such as Mercari) |
|---|
- Depending on stock availability, the replacement may be an equivalent product or a successor model.
- Proof of purchase showing the purchase date (such as a receipt or order history) is required.
- Depending on the symptoms, we may ask you to return the product so we can assess its condition.
- Under the warranty terms, a second replacement is allowed only once and only within three months of the first replacement.
- Support for broken wires in wired earphones is also limited to one replacement.
- For some products supplied without a warranty card, the warranty period is six months from the purchase date. This excludes products treated as consumables, such as USB cables.
- Products received as gifts, through point-redemption programs, or by similar means are covered only if the warranty period can be verified. If it cannot be verified, please contact the provider from whom you received the product.
STEP 3 / 4: Prepare details of the problem
Please prepare a description of the symptoms and photos showing the issue. This will help us review your request.
- You cannot use the replacement service without attaching proof of purchase.
- Acceptable proof of purchase includes:
- Warranty card with a store stamp and date
- Receipt
- Screenshot of your order history
- Invoice or delivery slip showing the model number and date
- The following cannot be accepted as proof of purchase because the model number cannot be verified:
- Warranty card without a store stamp or date
- Credit card statement
- Bank transfer receipt
- PayPay or LINE Pay payment record
- Receipt showing only the store name
STEP 4 / 4: Enter your details
If your product is found ineligible, we may offer a paid repair service.