Refund policy
【 Returns & Cancellation Policy 】
Please read the following terms regarding orders and returns before placing an order or requesting a return.
If you are a consumer residing in the EU or the UK, certain statutory rights apply to you. Please see "For Consumers in the EU and the UK" at the end of this page.
Please also note that OCXO clock products are made to order, so their return and cancellation terms differ from those of our other products (see "Made-to-Order Products (OCXO Clock Products)" below).
・ Order Cancellation
To cancel an order, please contact us at cybershaft777@yahoo.co.jp with your order number as soon as possible.
- [ If your order has not yet shipped ]
We will cancel your order and issue a refund. However, because the payment-processing fee charged to us by our payment provider is non-refundable, we will deduct a flat 4% cancellation fee from your refund.
- [ If your order has already shipped ]
Cancellation is no longer possible. Depending on the product, either "Made-to-Order Products" or "Returns" below will apply.
Please note: for made-to-order products (OCXO products), cancellation is no longer possible once production has begun. Cancellations made before production begins follow the terms above.
・ Made-to-Order Products (OCXO Clock Products)
OCXO clock products are **made to order**. After you place your order, we machine the chassis specifically for your chosen configuration (selected core grade, number of outputs, chassis size, etc.) and perform final calibration against your required specifications using dedicated test equipment. Because these products are made to your specifications, they are not eligible for the 14-day right of withdrawal (cancellation without reason), including for EU and UK consumers.
This means only the "no-reason" return is excluded. Your statutory rights regarding faulty or non-conforming goods (malfunction, failure to match the agreed specifications, damage in transit, etc.) remain fully unaffected. In such cases, we will repair, replace, or refund as appropriate (see "Who Pays Return Shipping" and "Refunds").
Although made-to-order products are not eligible for a no-reason return, we may, at our sole discretion and as a goodwill gesture, accept a return only if all of the following conditions are met. This is not a legal obligation and is assessed on a case-by-case basis:
- The product is unopened and unused, and the factory seal applied after final calibration is unbroken.
- You contact us within 7 days of delivery.
- A return handling fee of 20% of the product price (covering made-to-order production, recalibration, and limited resale value) is deducted.
Units that have been opened, powered on, or had their calibration verified are not eligible for this goodwill return, as they cannot be resold. You are responsible for arranging and paying the return shipping (see "Who Pays Return Shipping").
Cables and other standard stock products are not made to order and are subject to the normal return and right-of-withdrawal terms (see "Returns"). If an OCXO product and a cable (or similar item) are purchased in the same order, eligibility for return or withdrawal is determined item by item.
・ Returns (Standard Stock Products)
This section applies to standard stock products (such as cables). Returns of OCXO clock products are governed by "Made-to-Order Products (OCXO Clock Products)" above, which takes precedence.
You may return eligible items within 30 days of delivery. After 30 days, we are unable to offer a refund or exchange.
・Conditions for return
The item must be unused, in the same condition in which you received it, and in its original packaging.
For returns that meet the period and conditions above, the refund amount and any deductions (return handling fee and return shipping) are as described in "Refunds" below.
In addition, for any item that is damaged or missing parts for reasons not attributable to us, only a partial refund will be granted.
・ Who Pays Return Shipping
- Returns at your own convenience
You are responsible for arranging and paying the return shipping, and shipping charges are not refundable.
- Returns due to our error (wrong item shipped, initial defect, damage in transit, etc.)
We cover the return shipping and will exchange the item or issue a full refund, with no handling fee deducted.
Please note: for damage in transit, a claim must be filed under the carrier's shipping insurance.
・ Refunds
After we receive and inspect your returned item, we will email you to confirm receipt and to notify you whether your refund has been approved or declined.
If approved, we will process the refund to your original payment method within 7 business days of inspection. Depending on your card issuer, it may take an additional 5–10 business days for the refund to appear on your statement.
For returns of standard stock products at your own convenience, a return handling fee of 5% of the product price is deducted, and return shipping is not refundable. (The handling fee for goodwill returns of made-to-order products is 20%, as described under "Made-to-Order Products.")
・ Customs Documents for Returns (please contact us before shipping)
If you wish to return an item, please always contact us before you ship it. We will guide you individually through the return procedure and the correct way to complete the customs documents (customs declaration).
This is very important. Japanese Customs will charge import consumption tax (Japan's VAT, 10%) on a returned item if the declaration is not completed correctly — even though the item is a return. To prevent this double taxation, we need to give you individual instructions on how to complete the declaration in advance.
If an item is returned without contacting us first and Japanese Customs charges import consumption tax on it, that amount will be deducted from your refund. Any handling fees or losses arising from an improperly documented return are the customer's responsibility. Please understand this in advance.
【 For Consumers in the EU and the UK (Statutory Right of Withdrawal) 】
If you are an individual (consumer) residing in the EU (EU Consumer Rights Directive 2011/83/EU) or the UK (Consumer Contracts Regulations 2013), the following statutory rights apply regardless of the terms above:
- Right of withdrawal: You may cancel your order within 14 days of delivery, without giving any reason.
- Refund: We will refund the price of the goods and the standard outbound delivery cost within 14 days of being informed of your withdrawal. In this case, we will not deduct the cancellation fee (4%) or the return handling fee (5%). We may, however, withhold the refund until we have received the goods back or you have supplied evidence that you have returned them.
- Return shipping: You are responsible for the cost of returning the goods.
- Diminished value: If you have handled the goods beyond what is necessary to establish their nature, characteristics, and functioning, we may deduct from your refund an amount reflecting the resulting loss in value.
Made-to-order products (OCXO products): As described under "Made-to-Order Products (OCXO Clock Products)," OCXO products are made to order and are not subject to the right of withdrawal, including for EU and UK consumers. The right of withdrawal in this section applies to products that are eligible for it (such as cables and other standard stock products).
Business (B2B) purchases: The statutory right of withdrawal above applies only to purchases made as an individual (consumer). If you purchase as a business (a company, sole trader, etc.) for business purposes, please provide your company name and VAT / business registration number when ordering. In that case, the consumer right of withdrawal does not apply, and the general terms of this policy apply instead.
【 Contact 】
For any questions about returns or cancellations, please contact us at cybershaft777@yahoo.co.jp with your order number.