If you are not completely satisfied with your product, please firstly contact us by telephone or email.

 

My product has not been delivered!

There may have been a problem at the delivery vendor. Please email us.

 

Damage to delivered products/The product was damaged upon delivery

We conduct a full inspection prior to delivery; however, if a significant defect is found, we will send a new product free of charge.

We will assume that we missed the defect at the time of inspection. Please note that it is inevitable for Millennium Photos and Stainless Photos to have fine scratches and similar marks because they are hand-made works of art. We would appreciate it if you could accept minor fine scratches. If you request a new product due to there being scratches on the one delivered to you, please let us know the condition of the scratches before returning the actual product. We will assess the product to see whether it can be replaced or not once we receive it.

The criteria for whether a product can be replaced or not due to scratches are as follows:

・In the case of line-shaped scratches (abrasion): Products can be replaced if scratches are at least 0.01mm wide and 10mm long

・Hole shape damage (dents and damage created by bumps): Products can be replaced if the diameter of a dent or bump is at least 1mm

Only products that satisfy the above criteria will be replaced free of charge. If scratches or marks are finer, shorter or smaller than the above, we consider that they pass our quality standards. We will not accept product returns or replacements due to damage which is smaller than that given above.

In assessing the size of damage, we use a stereoscopic microscope with 40x magnification, and a micro-scale which can measure objects in units of 0.01mm.

Reference: It is believed that the thickness of an average white person’s hair is approximately 0.05mm, although it varies by individual.

Moreover, in the case of a faulty product, we will recreate or replace it. We will not accept product returns and refunds for any reason. Moreover, in such cases, the design cannot be changed and the product will be recreated with the same design. Please note that we are not obliged to compensate for any damage arising due to the replacement of the product.

 

The product was bent upon delivery

If you find a fault with a product such as it being bent, and if you would like us to recreate or replace it, please contact us by telephone or email beforehand. We may not accept the returned product if you send it back to us without notifying us.

 

If an error is found with the text on a product upon delivery

We always ask our customers to do the final checking using the finishing sample paper. If the text on the delivered product is exactly the same as that of the finishing sample paper, this error is attributable to the customer and we are not obliged to compensate for it. If you need to correct the error and if the correction is only with the text we will again manufacture the product at a price 50% lower than the formal price.

If the text on the delivered product is different from that on the final finishing sample paper, this is definitely our fault we will immediately replace the product.

 

The product delivered had the incorrect image on it

We apologize if this happens. If a product with an image which you did not order is delivered, this is due to an administrative error. We will immediately send you the product which you actually ordered. If this happens, please contact us by telephone or email before returning the product to us.