Notice of exchange procedures for the defects with “hololive friends with u” products (2024.08.30　Update of "Details of the defect" section）

Thank you for your unwavering support of the official merch brand “hololive friends with u” from hololive production.
We have been alerted of a design defect with one of the products within the series.

We will be conducting an exchange for products with the corrected design for customers who have made a purchase. We understand the inconvenience, but we would appreciate it if you read the following before applying for an exchange.

■Applicable products
“hololive friends with u” Inugami Korone
“hololive friends with u” Hakui Koyori
The above two products distributed before July 9, 2024, are eligible for exchange.

■Details of defect
・”hololive friends with u” Inugami Korone
The color of the ribbons on the left sleeve of the hoodie had been switched. (Correct: blue on top, red below)
※Apart from the defect, we will add a zipper charm in the addition of the design revision.
※2024/8/30 added: Zipper charm will be printed.

・“hololive friends with u” Hakui Koyori
The eyelashes on the left eye were not embroidered.

■Exchange schedule
Application for exchange starts on July 9th, 2024 (JST).
The corrected products will be shipped sequentially from the end of August 2024.
　※Application for the exchange must be received by September 30th, 2024 (JST).
　※The defective products must reach us by October 31st, 2024 (JST).
　※Replacement products are currently being manufactured as of July 2024 and will be delivered accordingly starting late August 2024.
　※If you do not wish to make an exchange, there is no need for an application.

■Exchange process
Customers residing in Japan
① Please apply for an exchange through the link below. A confirmation email acknowledging your application will be sent to you once we receive it.
https://rex-form.com/friends202407jp
② Please send the defective product via Yamato Transport, Sagawa Express, or Japan Post to the address in the confirmation email, with postage paid upon delivery. (We will inform you if information is required to be written on the postage slip through the same email.)
③ We will check defective products received from customers.
④ From the end of August onwards, we will send the corrected products to our customers in sequence with prepaid postage.

For overseas customers who made purchases through the hololive OFFICIAL SHOP (https://shop.hololivepro.com/en) otherwise through GeekJack (https://shop.geekjack.net/)
① You will receive an email sent to the address used to purchase the product from 1st August onwards.

②For those who wish for an exchange, please submit the form in the email. A confirmation email acknowledging your application will be sent to you once we receive it.

③From the end of August onwards, we will send the corrected products to our customers in sequence with prepaid postage.

* For customers residing overseas, we will check your purchase history through the respective shops, so there is no need to return the defective products.
* Customers residing overseas who purchased from stores other than the OFFICIAL SHOP or GeekJack are not eligible for the exchange.

■Request
・Please note that you may not be able to receive emails due to spam filtering. Please set your domain to allow emails from the domain "@rex-form.com.”
■Q&A
Ｑ: I want to know if my product is eligible for exchange.
Ａ: Customers who own either of the two products mentioned above as of July 9, 2024, are eligible for the exchange.
　　* Only overseas customers who purchased through the hololive OFFICIAL SHOP or GeekJack are eligible for the exchange.
　　* We do not accept exchanges for products not mentioned in this notice.

Ｑ: I want to change the return address or method of exchange.　
Ａ: Once you submit the application form, the confirmation email you will receive will contain instructions, so please check that email.

Ｑ: Do consumers bear any monetary costs for the exchange?
Ａ: There are no costs for consumers. Returns to us will be postage paid on delivery, and the exchange to customers will be prepaid postage.

Ｑ: When will my acknowledgment email arrive?
Ａ: It is an automated email and should be sent within 24 hours.

Ｑ: I have not received my acknowledgment email.
Ａ: We would like you to do the following:
　　　　①Check your junk or spam folder.
　　　　②To check the spelling of your email address.
If you are still waiting to receive the email, we would appreciate it if you could send us another application.

Ｑ: My exchange product has not arrived.
Ａ: Exchanges will be sent sequentially at the end of August. If you still have not received your product by November 7th, please email your acknowledgment receipt number, the name entered on your application form, and your contact number to the same address used for this exchange. We will check the status of your delivery.

Ｑ: I have accidentally sent products not applicable for this exchange to the address stated in the email.
Ａ: We will return the products back to the sender’s address with postage paid on delivery.

■For inquiries regarding this matter, please contact:
“hololive friends with u” Exchange office
Email address: friends202407jp@rex-form.com 　
Reception Hours: Weekdays 9:30 - 17:30 (JST)

Once again, we sincerely apologize for the inconveniences and troubles this matter has caused to our customers. We will take the necessary steps to improve the quality of our products to meet the expectations of our customers, and we hope for your continuous support moving forward.
We are eternally grateful for your support for “hololive friends with u.”