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Basic Policy on Customer Harassment

1. Introduction

Hunting World Japan Inc. would like to express its sincere gratitude to all customers who have always patronized our products and services. We take your valuable opinions and requests seriously and are striving to provide better services and improve quality.

At the same time, we believe that ensuring an environment where our employees can work safely and with peace of mind, both physically and mentally, is the foundation for continuously providing high-quality services to our customers. Therefore, in order to protect our employees, we will respond firmly and resolutely to customer harassment that harms the dignity of our employees and threatens their safety.

2. Definition of Customer Harassment

Based on the "Customer Harassment Countermeasures Company Manual" by the Ministry of Health, Labour and Welfare, customer harassment is defined as follows:

"Among complaints and conduct from customers, etc., those where, in light of the validity of the content of the complaint/conduct's demand, the means and manner used to achieve that demand are socially unacceptable, and where such means and manner harm the employee's work environment."

3. Main behaviors covered

The following acts are examples and are not limited to these.

  • Assault, battery, and throwing objects
  • Threats, verbal abuse, insults, and defamation
  • Loud and intimidating scolding, shouting
  • Excessive requests for services or compensation beyond the scope of regulations and rules
  • Persistent repetition of the same requests or complaints, extended detention
  • Posting personal information or slandering others on social media or the internet
  • Unjustified requests for returns or refunds, including the return of used items, or demands for exchanges or refunds after intentionally damaging an item.
  • Harassment of our contractors, including delivery companies

4. Responding to Customer Harassment

If such conduct is confirmed, we may suspend the provision of products or the use of services. Furthermore, if we determine that an act committed by a member falls under the prohibited acts stipulated in Article 8 of the Membership Agreement, we may revoke their membership or expel them based on the same agreement. Please note that all communications with you are recorded and stored, and may be used as evidence if necessary. For cases deemed malicious, we will deal with them strictly, including legal action, in cooperation with the police, lawyers, and other relevant parties.

5. Our Initiatives

  • We will establish an internal system to address customer harassment and ensure that all employees are aware of it.
  • We will take measures to prevent customer harassment.
  • In the event of customer harassment, we will prioritize the care of the affected employee and respond appropriately.

6. Request to Customers

We are deeply grateful to the many customers who always use our services with a sense of morality and good manners. We will continue to value our customers' feedback and strive to provide services that meet their satisfaction. We kindly ask for your understanding and cooperation as we work to build a good relationship where both customers and employees can respect each other.

Date of Enactment: April 1, 2026

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Products purchased from our official store come with a five-year warranty and after-sales service. If a material or manufacturing defect is found during the warranty period, the product will be repaired free of charge. (If repair is deemed difficult, we will replace the product.)

However, the warranty does not cover damage caused by airline handling or other shipping conditions, damage caused by improper use, cosmetic damage caused by normal use (wear, scratches, fading of casters, zippers, handles, etc.), or damage caused by repairs or modifications not performed at an authorized repair center. Furthermore, please note that the warranty does not cover damage or loss of contents, costs associated with loss of use or opportunity loss, etc. Products purchased from non-official retailers are also not covered by the warranty.

Repairs are possible even for products that are out of warranty. Please contact the store where you purchased the product or the Hunting World Customer Center. To ensure smooth after-sales service, you will need to present the official store purchase certificate given to you at the time of purchase. Please keep it safe. We may refuse to repair products due to discontinued parts, etc. Please note that restrictions and exceptions may apply depending on your region.

In addition, if a defect occurs due to mishandling by the customer after use, we will repair it at actual cost. Please note that repairs will be charged in the following cases.

◆ Normal wear and tear, fading, and deterioration, damage, or soiling caused by heat, solvents, acids, water, etc.
◆ Damage or defects caused by damage during transportation, such as by plane.
◆ Damage and wear due to aging, such as hydrolysis of the body, handle, and caster parts.
◆ When the use is caused by the customer's intentional act, gross negligence, or unauthorized use.
◆ In cases caused by war, riots, earthquakes, volcanic eruptions, or water disasters (typhoons, floods, tsunamis, etc.).
◆ Damage caused by repairs or modifications made at a repair center other than our authorized repair center. We also do not guarantee damage or loss of items inside the bag or loss of opportunity.

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