terms of service
Article 1 About these Terms
1.1 Scope of these Terms
These terms set out the terms on which we supply you with any products, services or digital content we provide.
1.2 Why should you read these terms?
Please read these terms carefully before ordering. They tell you who we are, how we provide your products, how you and we can change or end the contract, what to do if there is a problem, and other important information. If you think there is an error in these terms, please contact us.
1.3 Customer category (business or consumer)
Certain parts of these Terms and Conditions may apply to you depending on whether you are a business or a consumer.
You are considered a "Consumer" if:
If you are an individual
You are purchasing the product primarily for your own personal use (i.e. use not related to your business, trade or profession)
You are considered a "business" if:
You are purchasing goods for purposes related to your business, trade, occupation or professional activities
1.4 If you are a business, these are your entire contract
If you are a business, these Terms constitute the entire agreement between you and us regarding your purchase. You acknowledge that you have not relied on any statement, promise, representation or warranty made by us or anyone acting on our behalf that is not set out in these Terms, and agree that you will not bring any claim based on any honest or negligent misrepresentation or misrepresentation.
Article 2. Information about us and how to contact us
2.1 About us
( ※You must enter your company name and corporate information here.)
2.2 How to contact us
You can contact customer service by phone (090-7370-2668 ) or email (service@vograce.jp) .
2.3 How we contact you
If we contact you , we will do so at the telephone number, email address or mailing address that you provided when placing your order.
2.4 "Written" includes email
When we use the words "in writing" or "written" in these Terms, this also includes email.
Article 3: Contract with Customer
3.1 How your order is accepted
When we accept your order, we will let you know by email, at which point a contract will come into existence between you and us.
3.2 If we are unable to accept your order
If we are unable to accept your order, we will notify you in writing (by email, etc.) and will not charge you for the product. Reasons for refusal to accept your order may include the product being out of stock, unforeseen resource constraints, the discovery of an error in the price or description of the product, or our inability to meet your requested delivery date.
3.3 Order Number
Once your order is accepted, we will assign it an order number and notify you. If you have any questions regarding your order, please quote your order number to facilitate a smooth response.
3.4 Terms of Use
To purchase our products, you must meet the following requirements:
(a) You are 13 years of age or older (or, if you are under 13, you have parental permission);
(b) you have a credit or debit card that is accepted by us;
(c) You are authorized to use the credit or debit card (e.g., you own the card or have permission to use it);
Article 4: About our products
4.1 Products may vary slightly from the images
The product images displayed on our website are for reference purposes only. We strive to accurately display the actual colors of the product, however colors may appear differently on different devices and we cannot guarantee that the colors will match your display exactly. The actual product may vary slightly from the images displayed.
4.2 Product packaging
Product packaging may vary from images shown on the website.
4.3 Characteristics of custom-made products
All our products are custom-made for you. To ensure your product is exactly as you want it, please keep the following points in mind:
4.4 Artwork Data
All products are produced based on the artwork data you submit. Please make sure that the data is correct. We are not responsible for any defects caused by submitted files.
4.5 About Color
Digital printing may cause slight color differences, but we conduct quality control daily and strive to keep it within the acceptable range.
We take great care in the production of our products, but it is technically difficult to achieve 100% exact color matching during printing. The printed colors will be very close, but there may be slight differences between each printing lot.
4.6 Registration marks (cut lines)
When producing acrylic products, we recommend that you leave a registration mark (margin) of about 2 mm from the edge of the artwork file. We will not be held responsible for defective products caused by not following our instructions, even though we have warned you in advance.
4.7 Size and dimensions
If we make an item to your specified size, you are responsible for the accuracy of the measurements. We are not responsible for defects caused by incorrect measurements. Sizes include the edges of charms and holes and are measured along the "longest side" and not the size of the design itself.
4.8 Proofing
If you wish, we can send you proofs of your artwork before production. Once you have approved the proofs, they will be assumed to be accurate and ready for production. We are not responsible for any errors not corrected after approval.
4.9 Sample Guide
If you would like to check the finish before placing a large order, we recommend purchasing a sample.
4.9 (cont.) Provision of samples
We provide samples of all our products to ensure your satisfaction in the following areas:
(a) Our manufacturing process
(b) Typographical accuracy
(c) Print quality
(d) How your design choices will be reflected on the product
Please note that it may take 2-10 business days to produce a sample , and additional costs may apply.
Please note that if you decline to purchase a sample of a custom product made for you, we cannot be held responsible for any defects resulting from errors in the files submitted or failure to comply with our product guidelines, and because samples are custom products, they cannot be cancelled or returned even if you later change your mind ( see clause 8.4).
4.10 Small parts and swallowing hazard
Our products contain small parts that may pose a choking hazard if swallowed accidentally. Never give to children under 3 years old. Keep all products out of reach of infants. We are not responsible for any use of the product after purchase.
Article 5: Changes to Orders by Customers
Once you place your order, if production has already begun, we cannot make any changes to your order. However, if you would like to make changes to an item you have already ordered, please contact us. We will check whether the changes are possible and, if so, let you know the price, delivery date, and any other details that may be required. We will then confirm whether you would like to make the changes.
Article 6 Changes by the Company
6.1 Minor changes
We may make minor changes to our Products and these Terms to reflect changes in relevant laws and regulations, evolution of technology, changes in payment methods, changes in system functionality, etc.
6.2 Important Changes
In addition, as stated in advance in the product descriptions on our website, we may make significant changes to these terms and conditions or the content of the products as necessary. In such cases, we will notify you before the changes take effect. If you do not agree to the changes, you may terminate the contract and receive a refund for any products you have already paid for but have not yet been delivered.
Article 7: Provision of Products
7.1 Shipping Fees
Delivery charges are as displayed on our website.
7.2 International Shipping
If you wish to ship the product outside of China, customs duties and taxes may be imposed upon the product upon customs clearance. These taxes and duties must be paid by the buyer.
Duties and fees on international orders are determined by the government in accordance with the laws of the destination country and may be charged by the shipping carrier before or at the time of delivery. Please check with your local postal authority for more information regarding customs fees and taxes.
If the buyer does not pay the shipping costs to receive the item or if the item is abandoned, no refund will be given. We strongly recommend that you follow your local regulations and respond within 7-14 days.
7.3 Timing of product availability
When you place your order, we will tell you when you can expect your goods to arrive. We will aim to deliver your goods as soon as possible, usually within 30 days of the date of acceptance of your order.
7.4 Delays Caused by Force Majeure
If delivery is delayed due to factors outside our control, we will contact you promptly and try to minimise the effect of the delay. If we do this, we will not be liable for damages caused by the delay. However, if we expect the delay to be significant, you may end the contract and ask for a refund for any goods not yet delivered (but this does not apply if the goods are already "in production" or have already been partially produced).
7.5 Handling in your absence
If you are not at home when the parcel is delivered and cannot be dropped off in your mailbox, we will leave a note with instructions on how to redeliver it or collect it from your nearest office.
7.6 If redelivery is not made
If you fail to redeliver or collect the parcel, we will contact you for instructions. We may charge you a storage fee and a redelivery fee. If we are unable to contact you despite reasonable efforts and therefore are unable to deliver or collect the parcel, we may terminate the contract ( subject to Clause 10.2).
7.7 Ownership and Liability for Goods
Ownership of the products will be transferred to you upon delivery from our company to the address specified by you.
7.8 When does ownership of the goods become established?
Once full payment has been received, ownership of the goods will become yours.
7.9 Incomplete provision of information
If you do not provide us with necessary information for the provision of the products (e.g. artwork data), we may terminate the contract or charge you additional work fees. We are not liable for any delays in delivery caused by late provision of information.
7.10 Reasons for suspending supply
We may suspend the supply of a product for the following reasons:
(a) To address technical issues and minor technical changes
(b) Adapting to changes in laws and regulations
(c) Changes at your request or as notified by us (see Section 6)
7.11 Your rights in the event of interruption
We will contact you before suspending supply, except in the case of an emergency or unforeseen problem. If production has not yet begun and the goods are "in production" or only partially made, you may end the contract and, for periods exceeding 10 days, we will refund any prepayments you have made for the undelivered goods.
7.12 Suspension of supply in case of non-payment
If you fail to pay for the Products when due, we may, on notice, suspend supply of the Products until the outstanding balance is cleared. Unless you dispute the non-payment, we will not charge you for the Products during any period of suspension and may charge late payment interest in accordance with clause 14.6.
Article 8: Your rights regarding termination of the contract
8.1 Your right to terminate the contract
Depending on the reason for termination, the following rights apply:
(a) if the product is faulty or not as described: you have statutory rights to repair, replace or get a partial or full refund (consumers - see article 12; businesses - see article 13);
(b) You want to end the contract because of our actions or anticipated actions (see Section 8.2).
8.2 If we end the contract because of something we do
The contract will end immediately and you will receive a full or partial refund for any goods not yet made or provided, or may be entitled to compensation, if any of the following applies:
(a) If you do not agree with the changes to the Products or Terms (see Article 6)
(b) There was an error in the price or description.
(c) When there is a possibility that the supply may be significantly delayed due to unforeseen circumstances.
(d) Where supply is suspended for technical reasons for a period of more than two weeks.
(e) If the item is incorrect and we are responsible for re-producing it, we will refund the price of the incorrect item if you wish to receive a refund.
If the product has already been manufactured or partly manufactured for reasons other than those listed above (a) to (e), the customer will be responsible for the cost of that part.
8.3 Consumer's "change of mind" right to terminate the contract
For products purchased online, consumers generally have a legal right to cancel the contract and receive a refund within 14 days.
8.4 Cases where a consumer cannot cancel a contract even if they "change their mind"
The above right of withdrawal does not apply if:
(a) Custom-ordered or individually personalized products
(b) Products which, after delivery, cannot be separated from other items
Article 9 How to terminate the contract
9.1 How to notify termination of contract
If you wish to terminate this contract, please contact us in one of the following ways:
(a) By phone or email: Contact Customer Service at 090-7370-2668 or service@vograce.jp and include your name, address, order information, phone number, and email address.
9.2 Returning goods after termination of the contract
Even if you terminate the contract after shipment or receipt, please do not return the products unless instructed to do so by a VOGRACE representative.
9.3 Return shipping costs
We will cover the return shipping costs in the following cases:
(a) If the product is defective or not as described
(b) Causes caused by us (such as a pricing or description error, significant delay, or the enforcement of contractual rights).
(c) If proof of mailing (tracking number, etc.) can be confirmed
9.4 Refund Policy
If you are eligible for a refund, we will refund the product price and shipping costs using the same method of payment, except that in some cases some deductions may be made (see below for details).
9.5 Refund Period
Refunds will be made as soon as possible.
Article 10 Termination of the contract by our company
10.1 Termination for Your Breach of the Agreement
We may end the contract at any time by giving you written notice if:
(a) If the customer fails to pay the fee by the due date
(b) If you are unable to provide us with information necessary to provide you with the products (e.g. artwork data) within a reasonable period of time
(c) You fail to deliver or collect the goods within a reasonable time.
(d) If the artwork data you submit contains any of the following:
(i) Content that defames a specific individual
(ii) is obscene, hateful or inflammatory;
(iii) Sexually explicit or violent content
(iv) discriminatory content based on race, sex, religion, nationality, disability, sexual orientation, or age;
(v) Any content that infringes any third party's intellectual property rights;
(e) If you behave in an insulting or threatening manner towards our staff.
10.2 Indemnity Obligations for Breach of Contract
If we end the contract under clause 10.1 above , we will refund any sums you have prepaid for goods not yet provided, but we will deduct or charge you separately for our reasonable costs incurred as a result of the breach of the contract.
10.3 Termination of Product Availability
If we discontinue a particular product, we will notify you at least one month in advance and will refund all prepayments for the discontinued product.
Article 11 If there is a problem with the product
If you have any questions or complaints about a product, please contact us at :
Phone: 090-7370-2668
Email: service@vograce.jp
Article 12 Consumer rights regarding defective products
12.1 Obligations of Conformity
If you are a consumer, we have a legal obligation to supply you with goods that comply with this contract.
12.2 Obligation to return defective products
( ※Details are not specified due to omission of provisions, but it means that rejected products must be returned.)
Article 13 Business Owner's Rights Regarding Defective Products
13.1 Warranty
If you are a business, we guarantee that at the time of delivery of the Goods:
(a) Conforms to the product description and specifications
(b) Free from material defects in design, materials and workmanship.
(c) the goods are of satisfactory quality
(d) Suitable for the intended use.
13.2 Our response to defective products
We reserve the right to choose to repair, replace or fully refund the defective product if the following conditions are met:
(a) if you give us written notice of the defect within a reasonable time after you discover it;
(b) We have had a reasonable opportunity to inspect the goods.
(c) The product is returned at our expense.
13.3 Cases not covered by the warranty
The warranty does not cover the following:
(a) If you continue to use the product after giving notice
(b) You have not complied with our instructions (or accepted commercial practice) regarding the storage, installation, use or maintenance of the Products.
(c) Defects arising as a result of following designs and specifications specified by you
(d) if you have altered or repaired the goods without our written consent
(e) Defects caused by normal wear and tear, intentional damage, negligence or improper use.
13.4 Limitations of Our Liability
Except as expressly set forth in this Article 13, we shall have no liability whatsoever with respect to the above warranties.
13.5 Application to repaired and replaced items
Any repaired or replacement goods provided under Section 13.2 will also be subject to the terms of this Section .
Article 14. Prices and Payment
14.1 Product prices
The price of the Products is the price shown on your order page. We make every effort to ensure that prices are accurate, but if you notice a price error in your order, please see clause 14.3.
14.2 Value Added Tax (VAT) Changes
If the rate of VAT changes between the date of your order and the date the goods are supplied to you , we will adjust the amount of VAT you pay accordingly, unless you have paid in full before the rate change.
14.3 What happens if there is a pricing error?
Despite our best efforts, it may happen that goods are priced incorrectly. We will normally check the price before you order, and if the correct price is lower than the stated price, we will charge the lower amount. On the other hand, if the correct price is higher than the stated price, we will ask for your instructions. If the price is clearly a misrepresentation, which you could have reasonably recognised as an error, we may end the contract and refund any amounts already paid and require the return of any goods already delivered.
14.4 Timing and Method of Payment
We accept payment by credit card, debit card and PayPal. Payment for the products is made at the time of ordering on the website.
14.5 Prohibition of offsetting (for businesses)
If you are a business customer, you must pay all amounts due to us without offset, counterclaim, deduction or withholding (except as required by law).
14.6 Late payment interest
( ※Although the original document does not state a specific interest rate, interest may be charged for late payments.)
Article 15 Our liability for damage suffered by consumers
15.1 Liability for Foreseeable Damage
If the Company breaches these Terms and Conditions or fails to exercise reasonable care, the Company shall be liable for any foreseeable damage suffered by the Customer. Foreseeable damage means damage that is clearly expected to occur or that both the Customer and the Company were aware of at the time of entering into the contract. However, the Company shall not be liable for any damage that is not foreseeable.
Article 17 Handling of Personal Information
17.1 How we use your personal information
We will only use your personal information in accordance with the policy posted on our website.
Article 18 Other Important Matters
18.1 Liability for Intellectual Property Rights of Third Parties
If you submit artwork files that contain copyrighted material of a third party, we are not responsible for any resulting intellectual property infringement claims.
If we reasonably believe that the artwork you provide is not your intellectual property, we have the right to cancel the contract and production of the products.
18.2 Assignment of Contract
We may transfer our rights and obligations under this Agreement to another entity. We will notify you in writing of any such transfer so that your rights will not be affected.
18.3 No Third Party Rights
This Agreement is between you and us, and no third party has any rights to enforce any of its terms. No third party consent is required to modify or terminate the Agreement.
18.4 If Partially Invalidated
If any provision of this Agreement is held to be invalid, the remaining provisions will remain in full force and effect.
18.5 Delay in Exercising Rights Will Not Result in Waiver
If we do not immediately enforce any right under this Agreement, it does not mean that we will not exercise it at a later date. For example, if you make a late payment and we do not immediately charge you, we will retain our right to charge you at a later date.
Governing Law
These Terms of Use and any other agreements whereby we provide Services shall be governed by and construed in accordance with English law (UK law) .