Cancellations, Exchanges, Refunds & Loss Policy

We provide information regarding reservation changes, cancellation fees, and support in case of product defects.

Contact Us

Cancellations, Exchanges, Refunds & Loss Policy

We provide information regarding reservation changes, cancellation fees, and support in case of product defects.

Contact Us

Refund Policy

Before Shipment

For reservation changes or cancellations before product shipment, please contact us via the contact form.

Cancellation Fees

If you cancel between the time we notify you of your reservation confirmation via email after the screening is complete and the time we notify you of product shipment via email, the following cancellation fees will apply depending on the timing of your cancellation.

  • 1 day before the scheduled rental start date: 30% of the rental fee
  • 2 days before the scheduled rental start date: 25% of the rental fee
  • 3 days before the scheduled rental start date: 20% of the rental fee
  • From 4 days to 7 days before the scheduled rental start date: 10% of the rental fee
  • From the reservation confirmation until 8 days before the scheduled rental start date: 5% of the rental fee

Through prior discussions with our company, if we procure and rent new products, an 80% cancellation fee of the rental fee will apply to all procured items, regardless of when you cancel after applying for the rental contract

After Shipment

Under no circumstances can we accommodate reservation changes or cancellations after product shipment. If you find any defects or malfunctions in the delivered products, please contact us via the contact form.

About Returns, Replacements, and Refunds

If any rental items we deliver are found to be defective or malfunctioning, we will either replace them with alternatives or offer a refund. However, if we cannot confirm the reported defects or malfunctions in the returned products, we will charge you for the round-trip shipping fees for replacing the products with alternatives. Additionally, if we cannot confirm the reported defects or malfunctions in the returned products intended for refund, we cannot offer refunds. When we verify the operation of the reported defective products, we will share the status of the operation confirmation in real-time online according to your preferences.

Defects and Malfunctions

Product Not Working Properly

Restarting, resetting, or reconnecting cables may resolve the issue.
If it still does not work properly, please contact our customer support.
We will assist you via phone or email.

Damage and Malfunctions

If any rental products we deliver are found to be defective or malfunctioning, we will address them by exchanging them with alternatives or issuing a refund. Even in cases of damage or malfunction caused by the customer, the maximum liability is up to ¥20,000. You won't be responsible for costs beyond that, even if you accidentally break the item.

*Please note that compensation fees may vary as exceptions for certain products. Please check the 'Usage Precautions' on the product pages.

Defects and Operational Issues

If there are defects or natural malfunctions in products that are not the customer's responsibility, we will address them by exchanging them with alternatives or issuing a refund.
*If we cannot confirm the reported defects or malfunctions, we will charge round-trip shipping fees for replacing with alternatives. We cannot offer refunds if we cannot confirm the reported defects or malfunctions.

Loss, etc.

Loss and Theft

In the event of loss or theft by a third party, or if you fail to return the product after the return period without prior contact with us, you will be responsible for the rental fee, late fees, and up to the equivalent amount of the purchase price of the rented product as determined by our company.

Forgot to Return Accessories, etc.

After inspecting the returned products, if any accessories are missing, we will contact you via email.
When returning the items, please use either Yamato Transport (Takkyubin/Takkyubin Compact) or Sagawa Express (Hikyaku Express).
*Shipping fees are to be borne by the customer.

Frequently Asked Questions About Defects, etc.

If there are defects in the received product, will you exchange it?

If you contact Astoness Customer Support, we will promptly assist you by issuing a refund or sending a replacement product.

The received product does not work, so I want a refund.

If the product has defects or natural malfunctions that are not your responsibility, we will address them by exchanging it with a replacement or issuing a refund.

The charger is not included.

Please check the product checklist to see if a charger adapter is included in the contents.
If it is listed on the checklist but not included, please contact Customer Support. We will promptly arrange the missing items for you.
*If the missing items cannot be delivered in time, preventing the use of the main product, we will discuss options such as refunds.

I accidentally dropped the controller while using it...

We will perform a functionality check on the returned product. If it operates normally, there are no issues. If there are any malfunctions before returning, please contact Customer Support.

I have decided to rent, but I would like to change the rental period.

If it is before shipment, we can accommodate your request. Please contact us via the contact form.

Can I cancel after making a reservation?

For reservation changes or cancellations before product shipment, please contact us via the contact form. Please check our 'Refund Policy' for information on cancellation fees, etc.
We do not accept cancellations after product shipment.

View Frequently Asked Questions

Contact Us

We are available for inquiries via email and phone. Feel free to reach out.

Email Us
+41 79 966 50 44 Business Hours: Mon-Fri 10:00 - 18:00