Frequently Asked Questions (FAQ)

※ The content of this page is a summary. Please refer to the full terms and conditions below for details.

Long-Term Warranty (Extended Warranty) Terms

These terms apply to customers who have purchased from the official Biorium online store (Shopify).

Article 1 (Purpose)

These terms define the content and conditions of use for the long-term warranty (including extended warranty, hereinafter "this Warranty") provided by our company.

Article 2 (Applicable Scope)

1. This Warranty applies only to eligible products purchased from the official Biorium online store.
2. The eligible person is limited to the purchaser themselves. Items transferred to a third party, used items, refurbished items, outlet items, and limited items (those designated as ineligible by us) are not covered.
3. The shipping address for replacement products, repaired products, etc. based on this Warranty is limited to addresses within Japan.

Article 3 (Proof of Purchase)

1. To use this Warranty, the official order number (Shopify order number) is required.
2. The order confirmation email or order history on My Page will be treated as proof of purchase.

Article 4 (Warranty Period)

1. The warranty period starts from the date of receipt of the eligible product.
2. The standard warranty periods are as follows:
   • Main unit (glass part): 3 months
   • Lid (including light and feeder): 12 months
   • Pump: 12 months
3. For official online store purchasers, an extension of +12 months to the above warranty period is automatically attached as a special benefit, making it a maximum of 24 months (no registration required).

Article 5 (Scope of Warranty Coverage)

1. This Warranty covers the main unit (glass part), lid (including light and feeder), and pump of the eligible product.
2. App malfunctions and issues due to the communication environment are not covered by the warranty.

Article 6 (Warranty Content)

1. If we determine that the malfunction is covered by this Warranty, we will take appropriate action at our discretion, such as replacement or refund.
2. The priority of response is generally exchange → refund.
3. Exchanges will be for the same product in principle, and if it is difficult to provide the same product due to out of stock, etc., it will be exchanged for an equivalent or successor product. Replacement products will be new.
4. If the same problem persists after two exchanges, or if an exchange is not possible, or if we deem it reasonably necessary, a refund may be issued.

Article 7 (Application Method / Required Documents)

1. If you wish to use this Warranty, please contact our designated contact point and follow our instructions.
2. Submission of photos/videos is mandatory for initial assessment. You may be asked to submit screenshots of the app screen, operation logs, etc. (to the extent obtainable).
3. In principle, if the symptoms cannot be reproduced, it will not be covered by the warranty. However, it may be covered if the malfunction can be confirmed by video or other means.

Article 8 (Shipping Costs / Return Deadline)

1. If we determine that a return is necessary, the return shipping cost associated with the warranty claim will be borne by us (limited to cases where our designated procedures are followed).
2. The customer must return the eligible product within 14 days after confirmation, following our instructions. If the deadline is exceeded, this Warranty may not be provided.
3. Customers are responsible for packaging the product themselves for return.

Article 9 (Special Return Conditions for Aquariums)

1. Before returning, please be sure to perform draining, cleaning, and sufficient drying. If not performed, we may refuse to receive it or return it (at the customer's expense).
2. Please include accessories (light/feeder/cables, etc.). If there are missing items, the warranty may not apply or the scope of coverage may be limited.
3. Do not include living organisms, aquatic plants, substrate, water, consumables, etc. If included, we assume no responsibility for return or compensation (they may be disposed of).
4. Water leakage caused by the product during normal use may be covered by the warranty after checking the condition.
5. Mold/corrosion caused by insufficient cleaning, improper storage, or long-term neglect is not covered by the warranty.
6. Secondary damage due to accidents such as dropping, submersion, or water exposure is generally not covered by the warranty.
7. If damage occurs during return due to packaging that does not meet our specified standards, it will not be covered by the warranty.

Article 10 (Exclusions)

Even within the warranty period, this Warranty will not apply in the following cases:

1. Malfunctions due to use contrary to the instruction manual, improper installation (not level/poor drainage, etc.), overload, improper cleaning (chemicals/high temperature, etc.), unspecified power supply, freezing environment, prolonged exposure to direct sunlight/high temperature and humidity.
2. Breakdowns/damage due to dropping, impact, damage during transport/relocation, submersion (unintended water ingress), fire, earthquake, lightning strike, salt damage, or caused by pets/third parties.
3. Modifications, unauthorized repairs, or breakdowns caused by products from other companies.
4. Cosmetic scratches, dirt, discoloration, etc. that do not affect functionality.

Article 11 (Handling of App/Cloud Functions)

1. We provide app/cloud functions on a best-effort basis and do not guarantee continuity, completeness, or uninterrupted operation (there may be maintenance, failures, specification changes, or discontinuation).
2. However, if the basic functions of the product become unusable due to our responsibility, we will take action such as replacement based on these terms.

Article 12 (Disclaimer)

We are not responsible for secondary damages (including living organisms), lost profits, or loss of opportunity due to the inability to use the product (except where restrictions cannot be imposed by law).

Article 13 (Changes to Terms)

1. We may revise these terms without prior notice.
2. The revised terms will become effective when they are posted on our website. However, the terms effective on the date of receipt will apply.

30-Day Trial (Return Guarantee) Terms

These terms apply to customers who have purchased from the official Biorium online store.

Article 1 (Purpose)

These terms define the conditions for the "30-Day Trial (Return Guarantee)" (hereinafter "this System"), which accepts returns and refunds only if conditions are met, within 30 days of receipt.

Article 2 (Eligible Products and Persons)

1. This System applies to the aquarium main unit (starter sets, etc.) specified by us. Consumables and single accessories are not covered.
2. The eligible person is limited to the purchaser themselves. Corporations, resales, and business use are not covered.
3. This System is limited to one use per person, including the same address.

Article 3 (Period)

The application deadline for this System is within 30 days of the date of receipt of the eligible product.

Article 4 (Application Method)

1. Please contact our designated contact point within the application deadline and follow our instructions.
2. The official order number (Shopify order number) is required for application.

Article 5 (Return Conditions)

1. Returns are possible even after filling with water, but please be sure to perform draining, cleaning, and sufficient drying before returning.
2. This System will not apply if any of the following conditions apply:
   • Damage, cracks, chips
   • Water leakage marks (including wetness inside the packaging)
   • Mold/decomposition/strong odors, severe contamination
   • Signs of modification/disassembly
3. All accessories must be included. If there are missing items, a corresponding amount may be deducted from the refund.
4. The presence of the outer box is not a mandatory condition. However, if there is no outer box, it must meet our specified packaging standards, and if transportation damage due to improper packaging is confirmed, it may not be eligible for a refund or the refund amount may be reduced.
5. The inspection standard is generally a resaleable condition.
6. Do not include living organisms, aquatic plants, substrate, water, consumables, etc. If included, we assume no responsibility for return or compensation (they may be disposed of).

Article 6 (Return Shipping Costs)

Return shipping costs for returns under this System are the customer's responsibility.

Article 7 (Refund)

1. Refunds will generally be made to the original payment method.
2. After our receipt and inspection, refund processing will generally be completed within 5 business days.
3. If there are missing items, damage, or contamination, we may deduct the equivalent of the re-procurement cost or repair cost from the refund amount. If a deduction occurs, we will notify you of the reason for the deduction and the basis for the amount before processing the refund.

Article 8 (Disclaimer)

We are not responsible for secondary damages (including living organisms), lost profits, or loss of opportunity arising from the use of this System (except where restrictions cannot be imposed by law).

Article 9 (Changes to Terms)

1. We may revise these terms without prior notice.
2. The revised terms will become effective when they are posted on our website. However, the terms effective on the date of receipt will apply.

Inquiries / Application Contact

※This page is not legal advice. We recommend final confirmation by your company's legal department/attorney.