This policy stipulates returns, exchanges, refunds, and repairs of products purchased by customers on the service operated by Gloture Co., Ltd. (hereinafter referred to as "the Company").

Customers who request returns, exchanges, refunds, or repairs must contact us in advance. If the product is returned to us without prior notice (including the situation where our staff has not responded to your contact), we will refuse to return or exchange it. In this case, we will not bear the delivery fee when returning it to the customer. Please note.

When making inquiries, please carefully check the return / exchange / refund / repair policy and the inquiry page before making an inquiry.

Return and Exchange Guarantee

If the main body of the delivered product is significantly dirty, damaged, missing, or defective, please contact us within 7 days after the product arrives. We will negotiate returns and exchanges with the manufacturer on your behalf. Please specify the following two points of information when negotiating with the manufacturer.

  • Detailed explanation of the situation
  • A photo showing the defective part, or a screenshot
  • in the case of application software.

If a replacement product cannot be prepared due to the completion of product production or a limited product, we may ask you to return the product even if you request a replacement. Return / Exchange The delivery fee for returning the product will be borne by the customer at the customer's convenience. In addition, we are not responsible for any damage or loss during return. Please return it in sufficient packaging.

Exchange / return rules

Due to the nature of the product and at the request of the manufacturer, we will confirm the status of returns and exchanges at the time of prior contact from the customer. We may not be able to accept returns or exchanges depending on the content, including customer convenience.

[Case of refusing returns / exchanges]

  • Items that are clearly stated as non-returnable.
  • Initial failure 7 days after the product arrived.
  • The reason why the product appearance such as color and shape is different from the image.
  • Reasons such as damage, scratches, dents, and dirt on the product cosmetic box and outer box.
  • The reason why slips, invoices, etc. are affixed to the product cosmetic box and outer box.
  • The reason why you can't use it in combination with your own device.
  • If you cannot provide the information (photograph of the defective part, explanation of the situation) to negotiate with the manufacturer.
  • Customer's order mistake.
  • Products handled by our company are resold or transferred elsewhere.
  • What we provided as a sponsor of the present project.
  • When the manufacturer upgrades the app and it can no longer be used in your environment, or when the app itself is no longer provided.
  • In addition, if we determine that we cannot handle it.

Repair warranty

If the product is damaged, defective, or needs to be repaired after use, we will request the manufacturer to repair it for less than one year after purchase. Please note that the manufacturer may charge the customer for repair and delivery charges. Delivery charges include international shipping, customs duties and domestic shipping.

The warranty applies to natural failures one year after the purchase only if the customer purchases the extended warranty of Proteger at the same time as the purchase of the product. For details, see "Proteger's offer" on this page. Please refer to the "Extended Warranty" section.

Extended warranty provided by Proteger

The following warranty applies only if the customer purchases the product and also purchases the extended warranty provided by Proteger at the same time. The extended warranty provided by Proteger is provided for some products in the GLOTURE store.

The Gloture Customer Support Center does not accept inquiries regarding the extended warranty provided by Proteger. Please contact us from the dedicated page of Proteger (

Warranty type Spontaneous failure
Warranty target In the normal use condition, if the product is damaged due to a problem in the manufacturing process, we will replace it, repair it, or replace it with the same product or an equivalent product free of charge. Exchange is limited to one time. Exchanges are made by granting coupons that can be used at the Gloture store.
Not covered by warranty
  • Product that failed due to customer's negligence
  • Consumption due to aging
  • Natural disaster
  • Product accident
Request method
When requesting warranty support for a product, please have either the "warranty number" or "email address" ready on the Proteger inquiry page Please contact -customer / .
Warranty period The warranty period is 1 year for the manufacturer's normal warranty + 1 year for the Proteger warranty. (2 years if Proteger 2 year warranty is selected)
Manufacturer's normal warranty During the 1 year period, the "Return and Exchange Warranty" and "Repair Warranty" described on this page apply, so please contact the GLOTURE store. Please contact us from the page (
Proteger Warranty start date and time will start one year after the purchase date and time.

Proteger Extended Warranty and Supplementary Explanation on Purchase Date and Time

From December 15, 2021, this store has introduced the extended warranty of Proteger for some products.

after December 16th
before December 15
The manufacturer's warranty is one year from the time of purchase. The manufacturer will charge a fee for any malfunction or replacement after one year, or for any failure caused by the customer's negligence.

The manufacturer's warranty is one year from the time of purchase. In addition, if you purchase a Proteger warranty of 1 year, the Proteger warranty will be 1 year, for a total of 2 years. Proteger guarantees any defects or replacements after one year. Please refer to "Extended Warranty Provided by Proteger" for the warranty details. If you do not purchase the Proteger Warranty, any defects or replacements after one year will be charged by the manufacturer.

Refund / Cancellation

Refunds will be made by the method specified by us (credit card or bank transfer), in the case of credit card, the amount after deducting the adjustment fee will be refunded, and in the case of bank transfer, the adjustment fee and transfer fee (overseas) We will refund the amount after deducting the transfer fee etc.). The credit card adjustment fee will be 5% of the total payment (including consumption tax).If you pay by Paidy, the return fee for our service will be charged by Paidy, so please pay to Paidy

In addition, cash registered mail etc. are not supported. This fee is charged uniformly regardless of whether the item is shipped before or after it is shipped. Thank you for your understanding.

In addition, refunds will not be provided for the convenience of the customer, except in the following situations.

  • When the goods are destroyed (destroyed) by customs at the time of import and cannot be delivered.
  • When there is a delay of 30 days or more from the scheduled delivery date originally stated for pre-order products.
  • When the product cannot be exchanged and is returned.

If you wish to receive a refund, please be sure to go through customer support and be careful not to contact the card company yourself.

Cooling-off system

The business form of the service provided by our company is mail order, so it is not subject to cooling off.

About question support

If you do not know how to use the product, we will contact the manufacturer on your behalf for instructions on how to use it. Limited to 7 days after the item arrives.

Gloture Co., Ltd. Customer Support

[Inquiry page]

Revised on December 21, 2021
Established on October 1, 2018