Safety Guarantee Plus

At Tenso JAPAN, "Safety Guarantee Plus", a comprehensive after-sales service for forwarding items, is now available. Even if your forwarded item has an initial defect, you are assured of repair warranty. Also, should you suspect that an item you requested us to forward not be genuine, we will provide multilingual support for an exchange request at the store of purchase.

Safety Guarantee Plus
(Multilingual After-Sales Support)

Basic Service: Multilingual after-sales support WEB system

  • Member Privilege 1

    Initial Defect Warranty Service

  • Member Privilege 2

    Genuine Item Exchange Service

  • Member Privilege 3

    Home Appliance Repair Service

• Safety Guarantee Plus - Pack Fees

Membership Fee
If the item retail price total amount is JPY 20,000 or less If the item retail price total amount is more than JPY 20,000
JPY 300 per forwarding package 1.5% of the item retail price
(The payment amount is 1.5% of the original item amount total)

*Safety Guarantee Plus subscription is on a per package basis (per payment).

Example: If you had paid to have 10 items forwarded together in a single shipment

The suscription fee shall be the total amount of the purchase prices including tax of the 10 forwarded items multiplied by 1.5%.

*In this case, please kindly understand that you cannot subscribe for just 1 item.

Member Privilege 1. Initial Defect Warranty Service

Items forwarded by us are assured of repair warranty if they have an initial defect!

  • Your item has eventually arrived but is defective and you can't use it…

    After returning the item, should we determine it has an initial defect, we will provide repair or exchange for the same item at no cost.

    *Defects due to spontaneous failures qualify.

Member Privilege 2. Genuine Item Exchange Service

With Safety Guarantee Plus, we will provide you with assured support!

  • You bought from a Japanese business, but what's this?! It's fake…

    Should you order an original manucturer's product (genuine item) but receive a fake pretending to be from the original manufacturer, we will provide multi-lingual support for an exchange request at the store of purchase.

    *This system does not guarantee the success of an exchange for a genuine item.

    *This service will not be performed on behalf of members.

Member Privilege 3. Home Appliance Repair Service

With Safety Guarantee Plus, Japanese manufacturer's will repair your home appliances!

  • Japanese appliances repaired in Japan!!

    We accept the repairs of home appliances purchased by the member on a Japanese e-commerce site or at a Japanese store. You can also request for the repair of items purchased before the service period! All popular home appliances such as PCs, vacuum cleaners and air purifiers will be repaired by original Japanese manufacturers.

    *All related costs such as repair fees, shipping fees and handling fees are the responsibility of the member.

    *This service is not a system that guarantees that something can definitely be repaired.

    *When repair is not possible due to an item being a total loss etc., the faulty item will be returned to the member at their expense.

    *Repair may be possible even if the item is the product of an overseas manufacturer. For more information, contact us through the repair service system and kindly wait for our response.

• Initial Defect Warranty Service / Genuine Item Exchange Service: Eligible Items

  • Toys

  • Rackets

  • Shoes

  • Clubs/Bats

  • Brand Bags

    Brand Bags
  • Clothing

  • Diapers

  • Miscellaneous Goods/Stationery

    Miscellaneous Goods/Stationery
  • Others


• Home Appliance Repair Service: Eligible Items

  • Cleaning Toilet Seats

    Cleaning Toilet Seats
  • PCs

  • Cameras

  • Vacuum Cleaners

    Vacuum Cleaners
  • Air Cleaners

    Air Cleaners
  • Watches

  • Weight Scales

    Weight Scales
  • Hairdryers

  • Others


• Items ineligible for the service

All foods, drinks, medicines and items containing liquid or gas (please kindly understand that these are still ineligible even if there are included in the forwarding fee calculation).

• Grounds for service ineligibility (example)

All items that are affected by external factors and are damaged, stained, leaking, etc., are ineligible. An item is also ineligible if there is a discrepancy between the declared amount at the time of forwarding and the amount on the purchase invoice, or if this is not submitted.

*Please be sure to read before using the service

How to apply

1. Please confirm the date of application and then prepare the below documents.

  • • Documents for
    Submission •

    Receipt / Manufacturer's Warranty / Packing Slip or Receipt / Exterior Packaging Photo / Other

  • • Application Deadline •

    It is necessary to apply within 7 days, including the subscription date (package forwarding date).

2. When requesting for the Initial Defect, Genuine Item Exchange or Home Appliance Repair Service, please do so using the form below.

3. When we have confirmed the details of your request, our Tenso JAPAN customer service staff will contact you directly to inform you of this confirmation and regarding the following steps.

*If you have any inquiries, please feel free to contact customer service.