Store Policy (last updated: 12th, nov. 2024)

Welcome to Tokyo Marui Shop! We value your business and strive to provide a smooth and enjoyable shopping experience. Below is our comprehensive Store Policy, covering all aspects of your shopping experience, including ordering, payment, shipping, returns, and more. Please take a moment to review these policies:

1. ORDERING

1.1 Product Descriptions: We make every effort to provide accurate product descriptions. If you have any questions, please contact our customer service team before purchasing.

2. PAYMENT

2.1 Payment Methods: We accept major credit cards through the Stripe payment gateway. Please ensure your payment details are accurate.

2.2 Pricing: Prices are listed in your local currency and are subject to change without notice.

3. SHIPPING AND DELIVERY

3.1 Worldwide Shipping: We offer international shipping, subject to your country’s regulations regarding airsoft products. Please verify product compliance with local import laws.

3.2 Shipping Rates and Times: Shipping rates are based on destination, parcel weight, and shipping method. Tokyo Marui Shop reserves the right to adjust the selected shipping method for large or heavy parcels.

There are two shipping methods:

1) Japan Post Tracked Airmail, which is trackable anytime and with a delivery window of 10 to 20 business days.

2) Japan Post Surface mail: this method involves shipping orders by boat and it takes between 10 to 90 days to reach the customers delivery address. During boat transit there is no tracking available; it's only when the boat reaches the destination country that the tracking number is picked up by the national post services of the destination country. It can then be tracked directly.

3.3 Parcel Reception: If your order does not arrive, please check with your local post office before contacting us. If your parcel is not received within 90 days (surface mail) or 20 days (EMS shipping), please reach out to us.

3.4 Parcel Tracking: Customers are responsible for tracking their parcels using the provided tracking number. If necessary, please contact the carrier to arrange delivery.

3.5 Payment of taxes and duties: It is the responsibility of the customer to pay import duties and taxes (ex: VAT) when importing our products. We cannot be held responsible for those taxes and we will not accept refund claims from customers who refuse to pay the import taxes their country of destination might levy on the products they have ordered from our website.

4. RETURNS AND CANCELLATIONS

4.1 Product Satisfaction: If a product does not match its description, you may request a refund or exchange within 7 days of receipt. Returns must be requested via email with the order number and reason for return. We do not accept returns for tampered, damaged, or disassembled products. Return claims for 'change of heart' (ex: you ordered a product in black, but after receiving it, you decided that you didn't want that color) reasons are not accepted.

Shipping fees are non-refundable, and return shipping costs are the customer’s responsibility. The product must be in new condition and original packaging. For damaged parcels, please contact customer service with a photo of the defective product(s) and the order number.

4.2 Order Refunds: If you cancel your order, we will refund it after deducting the payment processing fee (5% of the total order value) and a flat fee of 20 USD to cover the packaging costs. Cancellations are only possible before the order is processed and shipped. Refunds are processed no later than 15 days after cancellation requests.

4.3 Parcel refusal, wrong addresses, delivery issues: we cannot be held liable in the event a parcel is listed under tracking history as follows:

Returned due to insufficient or wrong address
Returned because address unknown
Returned because recipient refused/didn't claim the parcel

In such occurrences, your parcel will be returned to us, which incurs costs. If it is proven (acceptable proof: post communications and parcel status) that the issue stems from the customer’s actions and not ours, we will keep the parcel, cancel and refund the order after deducting 5% of the total order value as well as a flat 20 USD fee to cover the costs of return. Refunds are processed no later than 15 days after the products are returned to us, provided that they are not damaged in any way. In case of damage, we will assess the extent of the damage and give the customer a partial refund based on this assessment.

5. WARRANTY

5.1 Limited Warranty: Tokyo Marui Shop offers a limited 6-month factory warranty on all products, covering only manufacturing defects. This warranty is strictly limited to the original purchaser and cannot be transferred. The warranty period begins on the date of purchase as indicated on the customer’s receipt.

5.2 Warranty Coverage: The warranty covers manufacturing defects in materials and workmanship only. It does not cover damage resulting from misuse, abuse, neglect, modification, improper installation, unauthorized repairs, normal wear and tear, or any damage caused by external factors such as impact, moisture, or exposure to extreme temperatures. Note that we do not honour warranty claims for products malfunctions stemming from the use of a gas type other than HFC134a or 144a.

5.3 Warranty Claims: To initiate a warranty claim, customers must contact our customer service team within the 6-month warranty period, providing proof of purchase and a detailed description of the defect. Tokyo Marui Shop reserves the right to request additional information, including photographs, and may require the return of the defective product for inspection.

5.4 Limitations of Liability: Tokyo Marui Shop’s liability under this warranty is limited to the repair or replacement of the defective product, at our discretion. Under no circumstances will Tokyo Marui Shop be liable for any indirect, incidental, or consequential damages arising from the use or inability to use the product, even if Tokyo Marui Shop has been advised of the possibility of such damages.

5.5 Exclusions: This warranty does not cover any products that have been tampered with, altered, or modified in any way by the customer or any third party. Any unauthorized repair or attempt to repair the product will void the warranty.

5.6 Final Determination: Tokyo Marui Shop reserves the right to make the final determination regarding the applicability of this warranty to any product submitted for warranty claims. The decision of Tokyo Marui Shop shall be final and binding.

6. CUSTOMER SERVICE

6.1 Contact Us: Our customer service team is available to assist with any questions or issues. You can reach us through our website’s contact system.

6.2 Communication: We expect respectful communication. Rude or abusive language will not be tolerated.

7. PRIVACY AND SECURITY

7.1 Data Privacy: We are committed to protecting your personal information. Please review our Privacy Policy for details.

7.2 Security: Our website uses industry-standard security measures to protect your information during transactions.

8. UPDATES TO STORE POLICY

8.1 Policy Changes: Tokyo Marui Shop may update this Store Policy as needed. Customers are encouraged to review the policy periodically.

By shopping with Tokyo Marui Shop, you agree to our Store Policy. We are dedicated to providing high-quality airsoft products and excellent customer service. If you have any questions, please contact our customer service team—your satisfaction is our priority.

9. PAYMENT METHODS

We accept all major credit cards and wire transfers.

10. LIABILITY DISCLAIMER AND INDEMNIFICATION AGREEMENT

Tokyomaruiairsoft.com (TM Japan) expressly disclaims any and all liability for injury, loss, or damage, whether direct or indirect, arising from the use, misuse, or improper handling of its Airsoft products. By purchasing and/or using products sold on the present website, the customer acknowledges and agrees that they assume full responsibility for ensuring that they and any other persons using the products are properly trained and equipped to handle the products safely.

Tokyomaruiairsoft.com (TM Japan) shall not be held liable for any injuries, damages, or legal consequences resulting from the use of its products, including but not limited to bodily harm, property damage, or violations of law. The customer further agrees to indemnify and hold Tokyomaruiairsoft.com (TM Japan) harmless from any claims or actions arising from the use of its airsoft products.