RETURNS, CANCELLATIONS & PRODUCT WARRANTY
Return and Refund Policy
At Osaka World, we want you to be completely satisfied with your purchase. If, for any reason, you are not satisfied, you may return unused goods, including all original packaging and labels, within 14 days of receiving them for a full refund. Here are the steps to ensure a smooth return process:
Initiate Return: Contact our dedicated Customer Service team at paul.bundy@osakaworld.com to initiate a return request. Please provide your order details and a brief explanation of the reason for return.Β
Return Shipping: For return shipping, we recommend using a reputable courier or postal service. Return shipping costs can be refunded only if we sent the wrong goods in error. Ensure you retain proof of shipping for your records.
Refund Process: Upon receiving the returned goods and completing a thorough inspection, we will promptly process a refund to the original payment method. Please allow for standard processing times.
Reporting Issues: It's important to report any shortages, damages, or discrepancies in your shipment within 14 days of receipt. Our Customer Service team is here to assist you in resolving any issues promptly.
Return Shipping Address: Osaka World Returns 525-2912 West Broadway, Vancouver, BC, V6K 2G6.
Custom Orders Cancellation Policy
We understand that plans can change. For non-customized products, you may cancel your order free of charge before it has been shipped. Here's how:
Cancellation Request: If your order is in "Pending" or "On Hold" status, contact our Customer Service at paul.bundy@osakaworld.com to request a cancellation. Our dedicated agents will process your cancellation promptly at our warehouse.
Confirmation: Upon successful cancellation, we will notify you via email. If cancellation is not possible, the product(s) will be delivered, and you may follow our return procedure in accordance with our policies.
Note: Customized orders cannot be cancelled before shipment due to immediate production initiation. However, you can follow our return procedure for customized orders.
Handling Faulty Goods & Product Warrenty
Our commitment to quality extends to a 3-month guarantee for all our accessories, shoes and clothing and 6-month with our sticks. If an item is delivered faulty or becomes faulty through normal use, follow these steps:
For Purchases Under 14 Days: Contact our Customer Service at paul.bundy@osakaworld.com with your order number and daytime contact number to arrange a free exchange delivery.
For Purchases Over 14 Days: Send the faulty item to the provided address below, accompanied by a covering letter stating the fault, your order number, and daytime contact number. Retain proof of posting, receipt, or tracking number for the returned item.
Β Hockey Sticks Warranty: Our hockey sticks come with specific 6-month warranty coverage for factory default. Please note that the warranty for our hockey sticks does not cover the following:
- Chips, dents, or any other damage caused by stick on stick contact or impact with any other object.
- Scratches or abrasions caused by regular use or contact with any other surface.
- Grips or grip tape that wears out or becomes loose over time due to regular use.
- End caps that become loose or fall off due to regular use.
- Rattles or any other noise caused by the stick during play.
Please understand that these are considered normal wear and tear on hockey sticks and are not covered under our warranty. We are not responsible for any damage that occurs due to misuse or abuse of the item.
We value your satisfaction and are here to address any questions or concerns you may have. Our commitment to excellence extends beyond our products to your overall shopping experience.Β
Return Shipping Address: Osaka World Returns 525-2912 West Broadway, Vancouver, BC, V6K 2G6. Sticks damaged on arrival or becoming faulty through normal use within 6-months, email paul.bundy@osakaworld.com with your order number to arrange a refund. Returns are not always necessary and each case will be dealt independently. Retain proof of posting, receipts, or tracking numbers for any returned items.