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warranty

service & warranty

- About services and product warranties -

sputnik shop is the official importer and sole distributor in Japan of all the brands we sell. We offer a variety of product warranties and services to help you purchase with confidence. All purchased products come with free shipping, returns, and size exchanges. We also guarantee against damage after use.

Authorized

- Genuinely imported goods -

This is the official shop of the import sales agent. Sputnik Co., Ltd. has concluded agreements as the exclusive importer and distributor in Japan with each brand sold at the Sputnik Shop. We recommend purchasing our products from the authorized dealers listed on our website or from our online store. For after-sales care of purchased products, please contact the store where you purchased the product, as we and our authorized dealers will respond promptly.

1 year warranty

- Product warranty -

Our store offers a free warranty against product defects for one year after purchase. If there is a problem with the product you purchased from our store, please contact us by email. In the event of a defect, we would appreciate it if you could also send us a photo of the defective part so that we can respond quickly. Please return the product in the same condition as you purchased it to the address specified by our store by cash on delivery. We will check the stock status at our store and exchange it for a new item. We may not be able to accept exchanges if the desired product is out of stock or out of production. If we do not have the same item in stock, we will replace it with a similar item or issue a refund.

free exchange

- Free exchange -

This is possible because we are a directly managed store of an authorized distributor. If the size or fitting does not match, you can exchange the size free of charge within 7 days of purchase for products purchased at our store.
Due to our system, we cannot accept changes to order details such as size, color, quantity, etc. after an order has been placed. Please fill out your desired details and contact us via email within 7 days of delivery. If an exchange is possible, please return the product in its original condition to the address specified by our store. Please note that the shipping costs for returning the product will be borne by the customer. After confirming the actual condition of the returned product, we will promptly send you a replacement product.

free return

- Free returns -

We can only do this because we are a directly managed store of an authorized distributor. We will accept returns free of charge within 7 days of purchase, even if the product is not what you expected, the size does not fit, etc.
Please contact our store via email within 7 days of delivery, stating the reason for the return. Please return the product in the same condition as you purchased it to the address specified by our store. The customer will be responsible for the shipping costs when returning the product. If the returned product can be resold, we will issue a refund.
We will cancel the payment within 5 business days after the product arrives at our store. After that, the refund will be sent to your account through the payment company. Please note that it may take some time to complete depending on the credit card company's closing date.

We cannot accept returns or exchanges in the following cases.
- Products damaged by the customer intentionally or through gross negligence
- Products damaged due to usage not specified in the product manual
- If the actual product cannot be confirmed due to loss, theft, natural disaster, etc.
- In case of damage due to aging after the product warranty period has passed
- Products purchased at other stores (please contact the store of purchase)
- Products returned without prior notice

crush replace

- Crash Replace -

Some of the products we handle are developed to ensure safety during outdoor sports. While no one expects a product to be damaged in an accident, sometimes products can perform better by destroying themselves during the activities you enjoy.
At our store, we offer a crash replacement service where we provide a new replacement product at a discounted price if the product is damaged due to normal use in the outdoor field and is marked as a "crash replacement applicable product" on the product page. . Newly purchased products can be purchased at a 40% discount off the retail price.

Replacement items will be the same model as the original or, if the original is not available, the closest current equivalent. Also, this does not apply if the product's functionality is maintained due to only exterior damage. Please note that replacement can only be done once within the warranty period.

Products covered by warranty:

- Sweet Protection: Helmets, goggles, sunglasses, protective gear

Warranty conditions:

- The warranty period is three years from the date of purchase.
- Limited to purchases made at our official online store.
- Please explain the circumstances when the damage occurred.
- Must be caused by a collision or impact during normal activities.

How to apply:

Please send us the following information by email. Please follow the email from our store and return the product in the same condition as you purchased it to the address specified by our store. The customer will be responsible for the shipping costs when returning the product. After confirming the damaged product, we will issue a warranty discount coupon code that can be used at our store. Select the model you would like to purchase and enter the coupon code to purchase.
Application email address: shop@sputnik-japan.com
Information to fill in: ① Product information of the damaged item (model/color/size/serial number), ② A photo of the damaged helmet and a brief description of the accident that caused the damage, ③ Your name, address, and Customer details such as phone number and email address

please note:

This service is not applicable in the following cases.
- If the customer information differs from the one at the time of purchase.
- Products damaged by the customer intentionally or through gross negligence
- Products damaged due to usage not specified in the product manual
- If the actual product cannot be confirmed due to loss, theft, natural disaster, etc.
- In case of damage due to aging after the product warranty period has passed
- Products purchased at other stores (please contact the store of purchase)
- Products returned without prior notice

extended warranty

-Proteger extended warranty service-

Kiva Co., Ltd.'s paid extended warranty service ``Proteger'' allows you to extend the one-year warranty period for initially defective products to up to three years (free replacement of a new product or replacement equivalent to the purchase price). We have it ready. This is a service that guarantees your products that you will continue to use even after our one-year manufacturer's warranty expires.
With Proteger, you can now more easily apply for a warranty that you previously had to do over the phone. You no longer need to manage warranties and receipts. You can apply online using only your email address or the guarantee number sent via email.

We will replace, repair, or refund any defects that occur within the warranty period. There are no additional charges for replacement or repair. Applications from the chat screen are accepted 24 hours a day.

Products covered by warranty:

- Sweet Protection: Helmets, goggles, sunglasses, protective gear

How to apply:

STEP1 Please apply for extended warranty when ordering eligible products. You cannot apply for the extended warranty only after completing your order, so please make sure that the extended warranty is included in your cart when ordering.
STEP2 You will receive an email from Proteger to your registered email address informing you of the start of the warranty period. The warranty enrollment procedure is automatically completed upon receipt by the customer.

STEP3 One year after purchase is within our warranty period. This warranty does not cover malfunctions or damage that occur within our warranty period. Please contact our store directly.
STEP4 One-year manufacturer warranty The next day, you will receive an email from Proteger to your registered email address to inform you of the start of the warranty period. For defects that occur within the warranty period, Proteger will provide replacements, repairs, and refunds.

How to apply:

STEP1 Application via chat: Applications will be accepted immediately via chat on the web or by phone.
STEP 2 Returning defective products: Proteger Please return defective products to the specified address.

STEP3 Sending a free replacement product: Proteger will issue a guarantee coupon code for the purchase amount that can be used at our store. Select the model you would like to purchase and enter the coupon code to purchase. (Refunds may be available in some cases)

caution

- please note -

About parallel import products

Parallel import products refer to products that are purchased and sold directly from overseas retailers, etc., without going through authorized domestic retailers. Parallel imported products may contain inferior products whose quality is lower than that of genuine products. Please be aware that there are also malicious cases where parallel imported products are sold under the guise of genuine products.
We cannot handle any problems related to the purchase of parallel import products. Please note that products purchased from sources other than official retailers in Japan, such as parallel importers or overseas mail order stores, are not covered by our warranty. We do not provide exchanges, returns, or after-sales services for parallel imported products. For confirmation or questions regarding parallel import products, please contact the store where you purchased the product.

To parallel importers/individual importers:

As a general agent in Japan, our company is licensed and entrusted with the rights to sell each brand's products and use the copyrights in Japan. Legal action will be taken against the use of trademarks, logos, etc. that may mislead people into thinking that they are official dealers, unauthorized use of product photos and images, and any other rights infringements on websites dealing with parallel imports or personal import products. We will take strict action, including:

contact

- Contact information -

Sputnik Co., Ltd. 3F Guelsakae Daikanzaka, 1-74-2 Motomachi, Naka-ku, Yokohama, Kanagawa 231-0861
mail : shop@sputnik-japan.com