Returns & Cancelations Policy
I accidentally order the same product twice, is it possible to cancel / return?
Due to customer circumstances, we don't accept any cancellation of orders, changes or returns of ordered products after the completion of orders.
When ordering, make sure to carefully check the title, artist, recorded songs, format, year, if the product need for a special player (Example. SA-CD Player), size, color, quantity, specifications, etc. before ordering, If you have questions about the product to order, contact us before making your purchase.
I made a mistake in the product (specifications, catalog number, format, year, version, size, color). Can I exchange/return?
Due to customer circumstances, we don't accept any cancellation of orders, changes or returns of ordered products after the completion of orders.
When ordering, make sure to carefully check the title, artist, recorded songs, format, year, if the product need for a special player (Example. SA-CD Player), size, color, quantity, specifications, etc. before ordering, If you have questions about the product to order, contact us before making your purchase.
I bought the wrong product, can I change it?
Due to customer circumstances, we don't accept any cancellation of orders, changes or returns of ordered products after the completion of orders.
When ordering, make sure to carefully check the title, artist, recorded songs, format, year, if the product need for a special player (Example. SA-CD Player), size, color, quantity, specifications, etc. before ordering, If you have questions about the product to order, contact us before making your purchase.
Can I cancel my order?
We regret to inform you that once an order is confirmed, it cannot be canceled due to the customer's convenience.
Is it possible to change the order contents or the shipping address after placing an order?
We are sorry, but we cannot change the order details or the shipping address once the order is confirmed.
I received a different product from the one I ordered.
We feel so sorry. Please contact us from (Contact) and provide the following information:
- Full name and eMail address
- Order number and date
- Returned product catalog number and title / exchanged product catalog number and title.
*We cannot accept returns or exchanges of products that are more than 5 days old after the date of delivered according with Japan post site.
The outer box of the product is damaged. Can you exchange it?
Please contact us from (Contact) and ask for more instructions.
*Please keep all shipping packing.
If the product is defective, can I change it?
If the product is defective or different from the one you ordered, please contact us. If any of the following "defective conditions" apply.
CD/DVD/Blu-ray, etc.... If there is stain, damage, defective playback, printing failure on the board/jacket/accessories, or scratches.
* Playback failure may be played back by cleaning the reading part of the player.
Goods: If there is stain, damage, poor sewing (such as the right and left sleeves of the T-shirt having different lengths), or defective print
*After use or washing, we may not be able to accept replacement of defective products.
* The exchange for defects only applies to new products, second-hand products have been previously tested and carefully packed, please read the details of each product carefully.
In the following cases, we cannot accept returns or exchanges.
a) second hand items
b) Items that are more than 5 days old after the delivered date according with Japan post.
c) Items for which the delivery note was lost
d) Products which has been used
e) Products that are dirty, scratched or damaged by the customer
f) If the condition of the product when it was returned was different from that at the time of delivery (including boxes and accessories)
Additional non-returnable / non-refundable items:
Gift cards
Downloadable software products
Some health and personal care items
Non-returnable items include items purchased through intermediaries, incorrect products purchased and products damaged by customer mismanagement.
Surface Records reserves the right to deny any return.
How to return an item?
Contact us within 5 days of receiving your order.
Please provide your order number as well as the reason for your return.
Our customer service team will review the return request and send further instructions if approved.
Returned items must be in their original packaging, including accessories, manuals and documentation.
Returned items must be unused, in the same condition as it was sent and in its original packaging. Stains, folded cards, broken stamps / broken plastic sheeting will not be accepted.
Please do not send your purchase back to the manufacturer.
If the condition of the product sent back to us is not in
Acceptable conditions, we reserve the right not to refund or exchange.
Products that have been customized cannot be refunded or
change.
Please provide the next information:
• Number of order
• Proof of purchase and postal receipt (If applicable)
• Video or photo of the defective product
• Complete delivery address
• Contact telephone number
In some cases, you may need to include a video or photo of the defective product as proof to refund or replace.
How long does the return process take?
Processing returns may take up to 14 business days from the day we receive the product, we will send you an email to confirm once your return has been processed.
For returned items, a full refund will be credited for defective products.
Return shipping: For defective, Incorrect or damaged products after being approved, we will pay the shipping in an amount equal to the original shipping (For example if you paid for the shipping of an item $ 8.50, the return shipping will be covered up to the same amount $ 8.50 as limit) , if you originally contract sent by EMS, we will cover only the amount equivalent to the Airmail registered service on the japan post website and according to the weight of the package.
In case of replacement of the product, the shipment will be made as soon as possible depending on availability, if the product is out of stock, we are sorry, we will proceed with your refund.
In case of refund we will only cover the price of the product and shipping, the refund excludes all the costs of duties, taxes, handling and any other charge not mentioned.
When will I receive my refund?
Refunds for cancellation, incorrect, defective or sold out product will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 14 business days of receipt of the returned item or cancellation request.
Refunds for products damaged in transit, will be subject to the insurance process in accordance with the policies of Japan post, If the damage coverage is not approved by Japan Post, your refund will be denied, Surface Records will not cover any amount related to the case. Japan post process takes approximately 30-40 days, after approval your refund will be applied to the original form of payment and according to the times required by the financial institution.
Contact the card issuing bank if you have questions about when the credit will be posted to your account.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us (Contact)
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Any problem or question you can contact us by following the necessary instructions in (Contact)