1. General
By placing an order with HEY! ROKU, you agree to the following Terms & Conditions. HEY! ROKU provides a Japan & Taiwan purchasing service on behalf of customers. All products are sourced from official retailers, brand stores, department stores, or authorized channels. Our working days are Monday to Friday, excluding weekends and public holidays.
2. Japan Proxy Service
HEY! ROKU acts as a purchasing service provider. By placing an order, customers authorize HEY! ROKU to purchase products on their behalf. As product availability depends on the retailer, certain items may become sold out, discontinued, purchase-restricted, or unavailable before the purchase is completed. If an item cannot be purchased, customers may choose a full refund or replacement item.
3. Ordering & Payment
Orders will only be processed after payment has been successfully received. Please ensure all order information, including product selection, size, color, quantity, delivery address, and contact details, is correct before making payment. No amendments, cancellations, or changes can be made after payment has been completed. Items added to the shopping cart are not reserved and may become unavailable at any time.
4. Product Availability
Product availability is subject to actual stock conditions at the retailer. Although we do our best to secure requested items, we cannot guarantee availability. If an item becomes unavailable during the purchasing process, customers will be notified and refunded accordingly. Refunds for unavailable items will be processed within 7 working days after confirmation.
5. Shipping & Delivery
Estimated delivery timeframes provided on our website, social media, or announcements are estimates only and are not guaranteed. Delivery schedules may be affected by retailer processing time, international transportation, customs clearance, courier delays, weather conditions or public holidays. HEY! ROKU shall not be liable for delays caused by third-party logistics providers or customs authorities. Orders containing multiple items may be shipped together once all items have arrived. If customers request separate shipments, additional shipping charges may apply.
6. Ready Stock & Pre-Order Items
Ready Stock items will generally be shipped within 1–3 working days after payment confirmation. Pre-order items require purchasing and international shipping. Processing time varies depending on product availability and supplier conditions.
7. Product Condition & Packaging
Product images are for illustration purposes only and may differ slightly from the actual item. Color differences caused by screen settings, lighting conditions, or photography are not considered defects. Measurements may vary by approximately 1–3 cm depending on manufacturing and measurement methods. Minor imperfections that do not affect the functionality or overall appearance of the product are not considered defects, including but not limited to loose threads, minor glue marks, small scratches, minor stains or manufacturing variations. Product packaging, shoe boxes, shopping bags, tags, and protective materials may experience minor dents, folds, scratches, or wear during transportation. These are not considered product defects and are not eligible for refund or exchange.
8. Returns, Exchanges & Refunds
As all proxy items are specially sourced based on customer requests, orders are not eligible for cancellation, return, or exchange due to change of mind, incorrect size selection, incorrect color selection, personal preference or delayed delivery. Refunds and exchanges will only be considered in the following situations like incorrect item sent, major manufacturing defect or item damaged before delivery. Customers must contact us within 5 days of receiving the parcel and provide clear photos for verification. Returned items must be unused, unwashed, in original condition, with original tags attached or in original packaging. Requests submitted after 5 days may not be accepted.
9. Lost Parcels
All shipments are handled by third-party courier providers. Once tracking information has been provided and delivery proof is available, HEY! ROKU shall not be responsible for parcels lost, delayed, stolen, or mishandled by the courier service. Customers are encouraged to contact the courier directly regarding delivery-related issues.
10. Customs Duties & Taxes (Excluding Malaysia)
For orders shipped outside of Malaysia, customs duties, import taxes, VAT, GST, handling fees, or other charges may be imposed by the destination country's customs authorities. Any such charges are the sole responsibility of the customer. HEY! ROKU has no control over customs regulations, tax policies, or import requirements of individual countries and is unable to estimate these charges in advance.
Customers are advised to check with their local customs authorities prior to placing an order.
11. Price Adjustments
Prices may change without prior notice due to exchange rates, supplier pricing, promotional campaigns, or market conditions. Price differences resulting from promotions or discounts after purchase are not eligible for refunds or adjustments.
