Returns & Exchanges
・Returns and refunds are accepted within 30 days of product arrival.
・If the product is unopened or has no scratches or damage, a full refund is possible regardless of the reason. (*Shipping costs and any fees related to the return are borne by the customer.)
・Please be sure to contact us in advance at sesame@candyhouse.co. We always reply! If you do not receive a reply, please check your spam folder.
・Refunds will be processed within 14 days according to the original payment method.
・Products returned without prior notice will not be accepted.
・If the returned product has scratches, damage, or is missing parts or accessories, making it unsellable, a 15% fee will be charged.
・If the returned product does not reach us, we cannot issue a refund for any reason.
・Only products purchased from our official website are eligible.
Limited Warranty Period
CANDY HOUSE , Inc. offers a one-year product warranty service from the date of purchase. If a defect is found in the product, please contact customer support first.
Contact: sesame@candyhouse.co (We always reply, so if you do not receive a response, please check your spam folder.)
Please include the following information in your email:
・Email address registered with the SESAME App
・Type and OS version of your smartphone, and the version of the SESAME App
・Photos or videos that show the defect (preferably under 15MB)
・A screenshot of the purchase receipt (including purchaser's name, purchase date, and product name)
Limited Warranty Service
Warranty coverage: SESAME series, accessories (excluding parts sold on the HP), Hub3, SESAME Bike series, SESAME Bot series, NFC tags, SESAME Touch series, Open Sensor series, CANDY HOUSE Remote series
This warranty covers malfunctions and defects that occur under normal household use. The warranty period is one year from the date of purchase. If you do not have a purchase receipt or purchase history, it will not be covered by the warranty, so please keep them safe. Defects and malfunctions during the warranty period will be repaired or replaced free of charge, depending on the situation.
*Only products purchased new from our official website are eligible.
(For products purchased through unofficial routes, please contact the seller directly.)
The warranty does not cover damages caused by:
・Customer's own negligence, misuse, other accidents, improper handling, lack of maintenance, or failure to follow the product manual
・Modifications by a third party other than our company, commercial use, and resulting defects or malfunctions
・Use of batteries other than the specified lithium battery
・Damages caused by fire, lightning, flood, or other acts of nature
・Installation of software or firmware modified or added by a third party other than our company, or use of software or applications not provided by us with the product
Usage Environment and Precautions
The usage environment is based on the warranty contents included with the product.
Do not leave the product in the car, as the temperature may exceed the specified range, which is very dangerous. This warranty does not apply to damage caused by improper use or use outside these temperature ranges.
Initial Defects
In case of damage during delivery, excessive dirt, malfunction, or if the product is different from what was ordered, we will promptly arrange for a replacement.
・Period for exchanging defective items: 30 days from the date of purchase
・Contact for initial defects: sesame@candyhouse.co
We always reply! If you do not receive a response, please check your spam folder. After confirming the details and recognizing the initial defect, we will promptly address the issue.
Items that cannot be responded to as initial defects
・Products not purchased new from our official website (e.g., purchased second-hand or from unauthorized dealers)
・Products returned without prior notice
Non-Warrantable Content
・As this device is a precision instrument, there is a risk of malfunction or sudden battery depletion. We do not provide any guarantee regarding lockouts, so be sure to have a backup key ready.・This device is intended for lock control and is not a product to prevent theft or enhance security. We do not guarantee against accidents or damages after installation.
・If you disassemble or modify the product yourself, it may cause malfunction, fire, electric shock, or injury, and will not be covered by the warranty. We are not responsible for any malfunctions of the product or other equipment resulting from modifications.
・We cannot guarantee any damage to door paint, lock base, or thumbturn that occurs during installation, under any circumstances.
・(Please check the material of your door in advance, and if paint peeling or wallpaper peeling is anticipated, please discontinue use.
・If you cannot install it or need special cushions or adapters, feel free to contact customer support.
・Any defects resulting from the use of self-made adapters or cushions without prior notice are not covered by the warranty.
For any other questions or consultations, please feel free to contact us!
Contact: sesame@candyhouse.co
We always reply. If you do not receive a response, please check your spam folder!