Repair and Processing Terms and Conditions
Tsuchiya Kaban Co., Ltd. (hereinafter referred to as "Tsuchiya") hereby establishes the following terms and conditions (hereinafter referred to as "Terms") in relation to the repair or processing (including remakes) of products (hereinafter referred to as "Products") manufactured and sold by Tsuchiya. These Terms shall apply to customers (hereinafter referred to as "Customer(s)") who request repairs, processing, or estimates for the Products.
Article 1 (Purpose)
These Terms are intended to govern the relationship between Tsuchiya and the Customers who entrust Tsuchiya with the repair or processing of Products or request an estimate for such services.
Article 2 (Applicable Products)
Repairs or processings accepted by Tsuchiya are limited to Products manufactured and sold by Tsuchiya.
Depending on the condition of the Product or the availability of materials, repairs may not be possible. If repairs cannot be performed, the Product will be returned to the Customer, who shall be responsible for all shipping costs.
Products that have been previously repaired or modified by entities other than Tsuchiya may not be accepted for repair.
Article 3 (Application Process)
Online Repair Process
STEP 1: Repair Inquiry and Quotation
Fill out the form above with the required details. Based on the information and photos, our craftspeople in Japan will assess the repair and provide the recommended methods, estimated time, and costs. Once you agree to the repair, we'll guide you through the shipping and payment process. We will respond within 3 to 5 business days.
STEP 2: Shipping and Payment Instructions
After agreeing to the repair, we will provide instructions for shipping and payment.
STEP 3: Repairing
Depending on the repair needs, your bag or accessory will be handled by Tsuchiya Kaban-certified craftspeople. The repair can only be confirmed after they assess the damage in person. All repairs are handled individually. Once you agree to the repair, cancellations are not permitted. Repairs usually take 8-10 weeks but may take longer if parts are unavailable or during holidays in Japan.
STEP 4: Receiving the Repaired Product
Once the repair is complete, we will notify you via email and return your repaired item.
Customers located in countries with direct stores overseas may also submit repairs in person at the store. For in-store submissions, please inquire with store staff.
The handling of personal information collected during the repair application process is governed by our Privacy Policy.
Article 4 (Estimates)
Upon receiving a repair request or an estimate request, we will provide an estimate within 3 to 5 business days.
Although a repair may initially be deemed feasible based on online assessment, it may be determined impossible upon receiving and inspecting the actual Product.
If there is any change to the estimated cost after the repair has been accepted, we will notify the Customer immediately. The repair will continue only upon the Customer's agreement. If the Customer does not agree to the revised estimate, the repair will be canceled.
For Products that are not repaired based on the provisions of Article 2 or this Article, they will be returned to the Customer, and we will not accept the disposal of the Products. If we cannot contact the Customer or if the Customer does not receive the Product after we have shipped it, we will consider the Customer to have abandoned ownership of the Product after 6 months from our notice of return and will dispose of the Product.
Article 5 (Receiving the Repaired Product)
Once the repair or processing is complete, the Product will be returned to the Customer by mail or made available for pickup at the designated store.
If the Customer cannot be contacted within 6 months after the repair is completed, we will consider the Customer to have abandoned ownership of the Product and will dispose of it.
Article 6 (Shipping Fees and Other Costs)
Regardless of whether the repair is carried out or not, the Customer will be responsible for all shipping fees, customs duties, and other charges related to the delivery of the Product.
When returning the repaired Product, any additional customs duties or local taxes that may apply will be the responsibility of the Customer.
Article 7 (Warranty)
If a defect in the repair is identified, we will, in principle, address it free of charge. However, due to the nature of the Product, slight misalignments, wrinkles, or minor defects may persist after repairs. Such issues are considered inherent to the repair process and will not be eligible for additional repairs under warranty.
If the Product becomes unrepairable due to a fault on Tsuchiya, or if the Product is lost while under repair, we will compensate the Customer for the Product’s sale price or provide a replacement of equivalent value. However, losses caused by third parties such as delivery companies or theft will not be covered.
THE ABOVE WARRANTIES SET FORTH HEREIN ARE TSUCHIYA'S ONLY WARRANTIES AND NO OTHER WARRANTY, EXPRESS OR IMPLIED, WILL APPLY TO THE REPAIRED OR PROCESSED PRODUCTS.
TSUCHIYA SPECIFICALLY EXCLUDES THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
Article 8 (Disclaimer)
TSUCHIYA SHALL NOT BE LIABLE FOR THE FOLLOWING CHARGES TO THE PRODUCTS RESULTING FROM REPAIR OR PROCESSING:
- EVEN IF THE FOLLOWING ISSUES ARISE AS A RESULT OF THE REPAIR, WE DO NOT ACCEPT LIABILITY:
- A) CHANGE IN THE TEXTURE OR APPEARANCE OF THE LEATHER
- B) MINOR CHANGES IN DIMENSIONS
- C) SEWING MACHINE MARKS LEFT ON THE PRODUCT AS A RESULT OF REPAIR WORK
- D) WRINKLES IN THE LEATHER
- E) MISALIGNMENT OF NEEDLE HOLES WHEN RE-SEWING AFTER REMOVING STITCHES
- F) DAMAGE TO METAL FITTINGS DUE TO DETERIORATION DURING REMOVAL
- EVEN IF THE FOLLOWING ISSUES ARISE AS A RESULT OF COLOR RESTORATION, WE DO NOT ACCEPT LIABILITY:
- A) CHANGES IN THE TEXTURE OR FEEL OF THE LEATHER
- B) DIFFERENCE IN THE AGING PROCESS OF THE RESTORED AREAS
- C) DYEING OF STITCHES AROUND THE RESTORED AREA
- D) DENTS OR ROUGHNESS REMAINING ON AREAS WITH DEEP SCRATCHES
Article.9(governing law and dispute resolution)
These Terms shall be governed by and construed in accordance with the laws of Japan. All disputes arising out of or in connection with this Terms shall be settled in court in the Tokyo District Court in Japan.
Article 10 (Consultation)
For matters not covered by these Terms or for any interpretation issues, Tsuchiya and the Customer will seek to resolve the matter through consultation.