RETURNS, CANCELLATIONS, TERMS & PRODUCT WARRANTY

Return, Exchange, and Refund Policy

At Osakaworld, 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 or exchange. Please follow the steps below to ensure a smooth process:

1. Initiate Return or Exchange:

Contact our dedicated Customer Service team at info@osakaworldcanada.com to initiate a return or exchange request. Be sure to provide your order details and a brief explanation of the reason for the return or exchange.

2. Return or Exchange Shipping:

  • For returns or exchanges, we recommend using a reputable courier or postal service. Return shipping costs are only refundable if we sent the wrong goods in error.
  • Ensure you retain proof of shipping for your records.

Exchange Process:

  • If you'd like to exchange an item, please specify the item you wish to exchange for (e.g., a different size or color) in your initial communication. We will process your exchange and ship the new item to you as soon as we receive the original item.

3. Refund Process:

  • Once we receive the returned goods and complete a thorough inspection, we will promptly process a refund to your original payment method. Please allow for standard processing times.

4. Return or Exchange Conditions:

  • Items must be unused, and in original condition, including packaging and labels.
  • If an order returned with free shipping drops below the 'free shipping threshold,' the original shipping cost will be deducted from the refund. Additionally, a $20 restocking fee will apply.

5. Reporting Issues:

  • If there are any shortages, damages, or discrepancies with your shipment, please report them within 14 days of receipt. Our Customer Service team is here to assist you in resolving any issues promptly.

7. Items Not Eligible for Return or Exchange

Certain items are non-returnable and non-exchangeable. These include:

  • Gift cards
  • Products marked as "final sale" unless otherwise detailed in our Return Terms and Conditions

Note: Osakaworld Canada Inc. reserves the right to refuse any unauthorized returns or exchanges.

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:

1. Cancellation Request:

  • If your order is in "Pending" or "On Hold" status, contact our Customer Service at info@osakaworldcanada.com to request a cancellation. Our dedicated agents will process your cancellation promptly at our warehouse.

2. Cancellation 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 Warranty

Our commitment to quality extends to a 3-month guarantee for all our accessories, shoes, and clothing, and a 6-month warranty for our hockey sticks. If an item is delivered faulty or becomes faulty through normal use, please follow the steps below:

1. For Purchases Under 14 Days:

  • Contact our Customer Service at info@osakaworldcanada.com with your order number and daytime contact number to arrange a free exchange delivery.

2. 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.

Hockey Sticks Warranty:

  • Our hockey sticks come with a 6-month warranty for factory defects.
  • The warranty does not cover:
    • Chips, dents, or other damage caused by stick-on-stick contact or impact with other objects.
    • Scratches or abrasions caused by regular use.
    • Grip tape that wears out over time.
    • End caps that loosen or fall off with regular use.
    • Rattles or noises caused during play.

Please note that these are considered normal wear and tear and are not covered under warranty. We are not responsible for damage due to misuse or abuse of the item.

We value your satisfaction and are here to assist with any questions or concerns. Our commitment to excellence extends beyond our products to your overall shopping experience.

Return Shipping Address:
Osaka World Returns
525-2912 West Broadway
Vancouver, BC, V6K 2G6