Returns, refunds and the warranty.

Return window

30 days from delivery, unused and in original packaging.

Defect warranty

12 months from delivery, against manufacturing defects.

Return shipping

You pay, unless the item is faulty or we sent the wrong one — then we do.

Refund method

Back to the original payment method, within 10 business days of us receiving the item.

Custom work

Not returnable. See clause 04.

You have 30 days from the day the parcel is delivered. Write to golf@haptlab.com with your order number and we will send return instructions. Do not ship anything back before you have those — an unannounced return is much harder for us to match to an order.

To be refunded in full, the item must reach us:

• —Unused, and never taken onto a course or a practice green.
• —Free of grip wear, sole scratches, tape residue and ball marks on the face.
• —In its original packaging, with the headcover and any tools included.

A putter that has been played is not unused, and a milled face shows it. If an item arrives back in a condition we cannot resell as new, we will contact you before doing anything — we will either refund a reduced amount you have agreed to, or return the item to you at our cost. We will not quietly refund you less than you expected.

30 days is longer than Japanese law obliges us to offer. There is no general cooling-off right for an online purchase under the Act on Specified Commercial Transactions; this window is a commitment we are making, not a statutory minimum we are restating.

Every head is milled from solid, weighed and inspected before it ships. If one still reaches you with a manufacturing defect — a cracked weld on the collar, a face that is out of tolerance, a finishing flaw — we will repair or replace it, or refund you in full, for 12 months from delivery. Return shipping is on us in that case.

Send photographs with your first message if you can. It is usually enough for us to tell a defect from ordinary wear without the item having to travel.

The warranty does not cover:

• —Normal wear — face milling softening with use, or an unplated head developing a patina, both of which are expected and are described as such on the product page.
• —Damage from a strike against anything other than a golf ball.
• —Damage from being shut in a car boot, a flight case, or a trunk in summer heat.
• —Work done to the club by anyone other than us — a reshaft, a regrip, a bent lie angle, or metal removed from the head.

None of this limits any right you have under the Consumer Contract Act or the Civil Code of Japan that cannot be excluded by agreement.

Two categories, and we would rather you knew before ordering than after.

• —Custom and personalised work. A head stamped with your initials, finished to a specification you chose, or otherwise made for you alone cannot be resold to anyone else. These are made to order and are not returnable unless faulty.
• —Grips and consumables once fitted or unsealed.

Where an order includes custom work, we say so plainly at checkout before you pay. If we did not, the item is returnable under clause 02 like anything else.

Runs are small and made to order, so there is a window in which cancelling costs nobody anything. Write to us: if the head has not yet been cut, we will cancel and refund in full. Once it is on the machine, the order is a custom item under clause 04 and we cannot cancel it — but we will always tell you which side of that line your order is on before you decide.

Refunds go back to the card or wallet you paid with. We issue them within 10 business days of the returned item reaching us and passing inspection; how quickly the money appears after that is your bank’s doing, not ours, and can take another few days.

Original shipping is refunded when the return is our fault — a faulty item, or the wrong one. It is not refunded on a change-of-mind return under clause 02.

We ship from Japan. On a return from outside Japan, mark the parcel as returned goods: a parcel declared as a new commercial shipment can attract import duty on the way back to us, and we cannot refund a charge that a courier levies because of how a customs form was filled in.

Duty and tax you paid on the original import are a matter between you and your own customs authority. Many countries refund them on a returned item, but we cannot claim on your behalf.

HAPT Lab, LLC (合同会社HAPT Lab), Tokyo, Japan. Everything above starts with an email to golf@haptlab.com. Our full registered address and telephone number are provided without delay on request, by email.

See also our terms of service and privacy policy.