Order cancellations, returns, exchanges, defective or incorrect items, shipping damage and refund eligibility — explained clearly for our customers worldwide.
This Cancellation & Return Policy applies to all orders placed with Rai Star Corporation Ltd. (“we,” “us,” or “our”), including parts specially sourced for customers and parts shipped internationally through FedEx, DHL, UPS, EMS, or other shipping carriers.
This policy is included with our quotations and invoices and published on our website.
By paying a quotation or invoice, the customer acknowledges and agrees to this policy, subject to applicable law.
Please note:
Most parts are sourced specifically for individual customer orders. Therefore, cancellation and return conditions differ from those of ordinary retail purchases.
02
Order Cancellation
Orders may be cancelled only before we purchase or source the parts from our suppliers.
Customers must submit cancellation requests in writing by email as soon as possible.
If cancellation is approved before sourcing, the amount paid will be refunded to the original payment method.
Once parts have been purchased or sourced for an order, the order becomes final and cannot be cancelled for a change of mind.
We will confirm by email when the parts have been sourced, where applicable.
03
Orders After Shipment and Refused Deliveries
Orders cannot be cancelled after shipment.
Once an order has been handed over to FedEx, DHL, UPS, EMS, or another shipping carrier, it cannot be cancelled.
Refusing delivery or failing to accept a shipment does not automatically cancel the order or entitle the customer to a refund, subject to applicable law.
If a shipment is returned to us because the customer refused or failed to accept delivery, no refund will be issued for a change of mind, subject to applicable law.
The customer will be responsible for applicable return shipping costs, carrier fees, duties, taxes, and other reasonable costs arising from the refusal or non-acceptance, where legally permitted.
Upon request and subject to feasibility, we may arrange reshipment at the customer's expense.
Change-of-mind returns are not accepted,
subject to applicable law.
04
Defective or Incorrect Items
If we supply an item that is defective or different from the item ordered, the customer may request an exchange, subject to inspection and approval.
Conditions
Customers must notify us within 3 working days of delivery, based on the carrier's tracking records.
Customers must provide the order or invoice number, a description of the issue, and clear photographs of the item, its labels, and its packaging.
The item must not be installed, modified, disassembled, or otherwise altered before the claim is resolved.
Items must not be returned until we approve the claim and provide return instructions.
For approved claims, we will cover the reasonable return shipping and replacement shipping costs.
Reporting deadline:
Claims submitted after the 3-working-day reporting period may be declined, subject to applicable law.
05
Duties, Taxes, and Customs Charges
Import duties, customs duties, VAT, sales taxes, customs clearance fees, and other charges imposed by the destination country are the customer's responsibility unless otherwise agreed in writing.
These charges are not included in our product prices unless expressly stated. Their refundability is subject to the applicable customs authority's rules and relevant law.
06
Shipping Damage or Lost Shipments
Shipping Damage
If a parcel arrives visibly damaged, regardless of whether it was shipped through FedEx, DHL, UPS, EMS, or another carrier, the customer should:
Report the damageReport the damage to the carrier at delivery, where possible.
Keep the packagingRetain the original packaging and all shipping materials.
Take photographsTake clear photographs of the damaged parcel, packaging, shipping label, and affected items.
Notify us within 3 Working DaysNotify us within 3 working days of delivery, based on the carrier's tracking records.
We will review the information and, where appropriate, submit a claim to the relevant carrier.
Lost Shipments
If a shipment appears to be lost, please contact us with the order or invoice number and tracking information.
We will investigate the matter with FedEx, DHL, UPS, EMS, or the relevant carrier, as applicable.
Any carrier compensation will be subject to the carrier's applicable terms, investigation, and claim decision. We will communicate the outcome to the customer and explain any available next steps.
07
Payment Disputes and Chargebacks
Before initiating a payment dispute or chargeback with a bank or card issuer, customers are requested to contact us so that we can investigate and attempt to resolve the matter directly.
We aim to respond to customer inquiries within 2 business days, Japan time.
If a chargeback or payment dispute is initiated, we may provide relevant transaction records to the payment provider or card issuer, including this policy, the quotation, invoice, sourcing confirmation, correspondence, and shipping tracking information.
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable law.
Orders cannot be cancelled once parts have been sourced or shipped. Change-of-mind returns and refunds for refused deliveries are not accepted, subject to applicable law. Defective or incorrect items may qualify for an exchange if reported within 3 working days of delivery with supporting photographs and approved by us. Shipping damage must be reported within 7 calendar days of delivery. Shipments may be handled by FedEx, DHL, UPS, EMS, or other carriers. Import duties, taxes, and customs charges are the buyer's responsibility unless otherwise agreed in writing. Please contact
support@raistarcorp.com
before initiating a payment dispute so we can attempt to resolve the matter directly.
Questions about this policy?
Contact us with your order or invoice number and we will respond within 2 business days, Japan time.
