Product Support, Warranty & Shipping Claims
Need Help? We've Got You Covered
Whether you received a damaged shipment, have a product question, or need to make a warranty claim, you're in the right place. This page walks you through how to use the support form below so we can get your issue resolved as quickly as possible.
Just fill out the form with the details that apply to your situation. Our team in Japan reviews each submission and will get back to you with the next steps.
Warranty Claims
Acniti products are covered by a 12-month warranty from the date of delivery. If something isn't working as expected and you believe it's a manufacturing defect, here's what to do:
Send us a written notice through the form below describing the issue in as much detail as possible, within 12 months of delivery. We'll let you know how to return the product (return shipping is at your expense, using a carrier we specify). Once we receive it, an expert will inspect and test the unit and prepare a report. If the product is confirmed defective, we'll take it from there.
For the full details, check our Terms and Conditions.
Shipping Damage & Insurance Claims
First, check your invoice for freight insurance. It's listed as "ser_acn002 - freight insurance" or noted at the shipping line as "Including value for carriage." If it's on your invoice, you're covered. If not, unfortunately, an insurance claim won't be possible, which is why we always recommend adding insurance when you order.
When damage is found, take photos and be thorough about it. The insurance process in Japan requires clear evidence that the damage was caused externally during shipping. That means:
The carrier photographs every box at each logistics center it passes through, and they'll compare those to your photos. The six carton box photos are genuinely important, don't skip them.
Once you've got the photos, report the damage here using the form below and contact the nearest AIG office and your local FedEx by phone within 24 hours. If you don't submit photos showing an external cause, the Japanese AIG insurance will not cover replacement or re-export costs. In case the damage is large, an AIG inspector may come and visit you.
Under normal circumstances, Acniti will replace damaged items by sending new units from Japan after the damaged goods are returned. We'll coordinate the return shipment after your initial report. Replacement is only for items that are unused and unaltered. If you've temporarily fixed or modified the product, replacement units won't be issued, though we can send individual replacement parts instead.
If you choose to fix locally, please be aware that you waive the right to receive a completely new unit.
How to Use This Form
It's straightforward. Select what your issue is about, warranty, insurance/transport damage, or general product support. Fill in your company name, contact details, the product involved, serial number (if applicable), and a clear description of the problem.
For insurance or warranty claims, attach your photos directly to the form, up to 8 files, each up to 5MB. If you have more files, submit the form first and send the extras by email once you receive your confirmation.
That's it. Hit submit, and we'll take it from there.