Regarding Impersonation, Pranks, Refusal to Accept Delivery, Unreasonable Complaints,
and Customer Harassment, etc.

At our store, we have experienced malicious nuisance acts such as "fraudulent orders by impersonation" and "refusal to accept delivery for personal reasons." These actions not only cause significant trouble for our store but also for our partner companies and other customers. Therefore, we regret to inform you that we will be taking the following measures to address malicious acts and customer harassment. Please understand that we have been forced to take these measures due to a small number of malicious users.

【Regarding Orders】
When using convenience store post-payment or cash on delivery, we may confirm your identity via phone or email. If we are unable to contact you or confirm your identity, your order will be canceled.

【Measures against Prank Orders, Impersonation Orders, and Fraudulent Credit Card Orders】
Impersonation and pranks constitute fraud, attempted fraud, and obstruction of business. If a product shipped via cash on delivery is refused with reasons such as "I didn't order it" or "no such person exists," it is highly probable that it is an impersonation by a third party. In such cases, we will file a damage report with the police, identify the orderer by IP address, and seek compensation for damages. Furthermore, if an individual places an order and then claims "I didn't order it" or "I was impersonated" upon delivery, we will deem this as an intentional malicious act and similarly file a damage report with the police and seek compensation for damages.
In the event of fraudulent impersonation orders using convenience store post-payment, we will identify the orderer and source by the IP address obtained at the time of the order, report it to the police, and take strict action.
Orders involving fraudulent credit card use will also be reported to the cyber police, and strict action will be taken. All information, including location data at the time of the order via IP address, will be provided to the relevant authorities.

【Measures against Refusal to Accept Delivery (e.g., Cash on Delivery)】
Regardless of the reason, if a product is returned due to refusal to accept delivery, you will be liable for the amount of damage incurred by our store (round-trip shipping fees, various handling fees, and invoice mailing fees). If this claim is ignored, legal action will be taken, and you will be required to appear in court on the hearing date. Please be aware that you will be responsible for all transportation costs to the court and litigation expenses.

1. Legal action will be taken.
After sending a certified letter, a small claims court procedure will be initiated to claim round-trip shipping costs and incurred expenses.
Administrative scrivener fees for issuing certified letters: approximately 5,000 yen
Certified letter issuance fee: approximately 800 yen
Small claims court fees, simplified legal fees, and other expenses: approximately 100,000 yen

2. If deemed malicious, we will report it to the police as it may constitute obstruction of business by deception.
Obstruction of business by deception carries a penalty of "imprisonment for up to three years or a fine of up to 300,000 yen."

【Returns of Malicious Transactions or Used Items (Non-Returnable)】
◆Suspected attempt to defraud delivery company insurance by falsely claiming a shamisen neck was damaged during delivery, when it was already damaged, in order to have the neck repaired with insurance money.
Example: Requested shamisen skin replacement → Shamisen body sent to our store → Arrived with a damaged neck → False explanation that the neck was damaged during delivery → Suspected attempt to defraud delivery company insurance.
Such cases constitute insurance fraud, which is a clear criminal act. We can determine whether an item was previously damaged or damaged during delivery by examining the condition of the damaged area. If you act with the frivolous thought that you won't be caught, it could lead to the worst outcome of arrest, so please do not engage in such acts. (There have been several such cases in the past.)

◆Returning an item while falsely claiming it is unused / Unilaterally returning a non-returnable item.
Generally, returns are limited to "unused items" within the specified period, but some customers unilaterally return used items (non-returnable) claiming they are unused.
If a used item is returned, only 50% of the product price will be refunded.

◆Swapping an item purchased from another store
If it is discovered that a customer purchased the same item from us as they did from another store and swapped the items before returning it, we will take strict action.

【Guidelines for Responding to Unreasonable Complaints and Customer Harassment】
For acts that fall under unreasonable complaints and customer harassment, we will strictly prohibit that individual from using any of our stores in the future. Any orders placed by such individuals will be canceled. Entry to our physical stores will also be prohibited.
Furthermore, depending on the content of the complaint, it may constitute "forcible obstruction of business," in which case we will consult with and report to the police.
The penalty for forcible obstruction of business is "imprisonment for up to three years or a fine of up to 500,000 yen" (Article 233, 234 of the Penal Code).

(We will take strict action against the following acts, including past examples)
◆Sent an intimidating and defamatory email, unilaterally blaming us despite having made a mistake in ordering the product.
◆Nitpicked (found fault with) and made unreasonable demands.
◆Despite damaging an instrument themselves during use, presented impossible reasons and unilaterally blamed us, verbally abusing us in an intimidating manner.
◆Made unfounded accusations via email, etc., despite our store having no fault whatsoever.
◆Demands unrelated to the content of the products or services provided. Threats, abusive language, or discriminatory remarks.
◆Made unreasonable accusations about products or services. Harassment, etc.
◆Repeated intimidating remarks via phone, etc., causing employees to feel fear.
◆Extended detention on the phone or at the sales floor, persistent inquiries.
◆Slander and defamation on social media and the internet.
◆Demands for unreasonable compensation.
◆Demands for excessive apologies (e.g., demanding bowing in apology).
◆Excessive pursuit/personal attacks (e.g., demanding disciplinary action against employees, demanding results, or demanding specific individuals or positions for対応要求).
◆Demands for unjust returns.
◆Unrealistic demands.

※If we determine a complaint to be unreasonable, we will immediately record the conversation and retain it as evidence. The same applies to emails. Depending on the content of the complaint, we will submit these as evidence to the police.

※If we determine that there has been an act of customer harassment, we may take the following actions:
●Suspension of use of all our stores.
●Legal action, including civil lawsuits.
●Criminal charges.

※Response to customer harassment:
●We will firmly refuse unreasonable demands.
●We will not tolerate malicious nuisance acts, even from customers.
●We will protect our employees from unreasonable demands and actions or attitudes that are unreasonable in achieving those demands.
●In cases of malicious customer harassment, or unreasonable/excessive demands, or customers whose actions or attitudes are unreasonable in achieving those demands, we will terminate the relationship and refuse to provide customer service.
●Nuisance acts will be handled not by individual employees but by the organization as a whole.

Furthermore, if any harassment or defamatory remarks are made online in retaliation against our company or related parties due to the above measures, we will identify the individual with the cooperation of the cyber police and take strict action.

There have been arrests in the past due to the above malicious acts.
We will never tolerate such malicious acts (crimes) and will take thorough and strict action.

We have been forced to take these measures to maintain smooth service for our customers. We apologize for any inconvenience caused to everyone by a small number of malicious users, and we appreciate your understanding.