Return and Refund Policy

Last updated: July 31, 2026

This policy applies to products purchased through the Shopify store operated by Middle Flat Lab Co., Ltd. (“we,” “us,” or “our”).

For products purchased through Amazon or other sales platforms, the return and refund terms displayed on the relevant sales platform will apply. For transactions with businesses or organizations where separate terms are specified in a quotation, purchase order, individual agreement, or similar document, those separate terms will prevail.

1. Returns and Exchanges Due to Customer Preference

If a product is not defective, we generally do not accept returns or exchanges due to customer preference.

Customer preference includes, but is not limited to, the following circumstances:

• The product’s appearance, color, shape, size, or other characteristics differ from the customer’s expectations.

• The customer ordered the wrong product, quantity, or compatible model.

• The customer no longer needs the product.

• The service area, signal conditions, or installation environment differ from the customer’s expectations.

• The customer placed an order without reviewing the product description or specifications.

• Any other circumstances attributable to the customer.

The statutory cooling-off system does not apply to mail-order sales.

2. Order Cancellations

We may accept a cancellation request only if the product has not yet been shipped and we have not started preparing it for shipment. If you wish to cancel an order, please contact us promptly by email or through our official LINE account.

Orders cannot be cancelled after shipment.

For made-to-order products, custom-specification products, personalized products, special-order products, large-volume orders, or other products manufactured or procured at the customer’s request, cancellations may not be accepted after the order has been confirmed.

3. Initial Defects, Damage, or Incorrect Shipments

Please contact us within seven days after receiving the product if any of the following applies:

• The product has a physical initial defect.

• The product was damaged during delivery.

• You received a product different from the one ordered.

• The quantity received differs from the quantity ordered.

• There is any other issue attributable to us.

After confirming the condition of the product, we will provide an appropriate remedy, such as a replacement, repair, shipment of replacement parts, or refund.

Where an issue or incorrect shipment is attributable to us, we will bear the shipping costs required to return the product and send a replacement.

For failures that arise or are discovered more than seven days after the product has been received, we will respond in accordance with the warranty terms applicable to that product.

4. Cases Where Returns or Exchanges Cannot Be Accepted

We cannot accept returns or exchanges in the following cases, except where the product has an issue attributable to us:

• Returns or exchanges due to customer preference.

• The product was damaged, soiled, or lost due to the customer’s responsibility.

• The product was modified, disassembled, or used improperly.

• Accessories, manuals, the outer box, packaging materials, or other included items are missing.

• The product was returned before we provided instructions for the return process.

• Made-to-order products, custom-specification products, personalized products, or special-order products.

• Products that are difficult to return or resell due to their nature.

• Other products stated as non-returnable on the relevant product page.

5. Prepaid SIM Cards

Returns or exchanges of prepaid SIM cards due to customer preference cannot be accepted after the package has been opened.

In addition, prepaid SIM cards are not eligible for return, exchange, or refund in the following cases:

• The SIM card has been activated or put into use.

• The activation deadline printed on the package has passed.

• The SIM card was used with a device other than a compatible device.

• There is an error in the APN settings or other settings configured by the customer.

• The request is based on the service area, signal conditions, installation location, or usage environment.

• The high-speed data allowance has been used up.

• The service period has ended.

• The SIM card has been damaged or lost.

However, this does not apply in cases of an incorrect shipment, a physical initial defect while the SIM card remains unused, or any other issue attributable to us.

For communication conditions, service periods, and other conditions applicable to prepaid SIM cards, please refer to the separately published Prepaid Data SIM Terms of Use.

6. Return and Exchange Procedure

If you wish to request a return or exchange, please contact us in advance with the following information:

• Order number

• Purchaser’s name or business/organization name

• Product name and quantity

• Detailed description of the defect or damage

• Photos or videos that show the condition

We will provide the return address and return instructions individually. Products returned without prior contact may not be accepted or processed.

7. Refund Method

If we determine that a refund is necessary, we will generally issue it through the payment method used for the original purchase.

For refunds made by bank transfer, we will transfer the refund to the bank account specified by the customer.

We will generally process refunds within ten business days after receiving and confirming the condition of the returned product. The actual timing of the refund may be delayed depending on the processing status of the credit-card company, payment provider, or financial institution.

8. Contact Information

Middle Flat Lab Co., Ltd.

Email: middleflatlab@gmail.com
Official LINE Account: @wanamori