Our Sales Policies
A. THE STORE
Users of The Projects who have a Project Account can purchase (or in some circumstances redeem through the use of Project Cash (as described in Section VII(F)) Lawi products and services, such as digital books downloads, physical books, and other products such as magazines and collectibles or via other online purchase mechanisms (the “Store”).
Items offered for sale and/or redemption through the Store are for personal use only. All orders of a particular item are subject to quantity limitations (usually five (5) items or less in the case of physical goods). We reserve the right to cancel orders that appear to be for commercial or retail use. These restrictions apply to orders placed by the same customer or Station Account, those using the same credit card, or those using the same billing/shipping address. In the event your order is canceled, we will attempt to notify you using the e-mail provided with your order.
B. USE OF METHODS OF PAYMENT AND BOOKS CARDS
Lawi’s commerce systems use secure socket layer encryption technology when you transmit payment information (e.g. your credit card number) to us. For US Dollar payments, we accept Visa, MasterCard, American Express, Discover, and JCB. For non-US Dollar currencies, SOE offers a variety of payment methods in currencies such as Euros, Pound Sterling, Japanese Yen, Swedish Krona, Danish Krone, Norwegian Krone, Swiss Franc, and Australian Dollars. In addition, we may permit you to redeem your Station Cash for certain designated products or services offered through the Store.
If you have elected to purchase any SOE products and/or services (including any Virtual Goods) through SOE’s commerce systems, upon your acceptance of these terms and submission of your order, you hereby agree that we have the right to automatically charge your credit card or debit your account for the applicable fees or charges, plus any applicable taxes we are required to collect, and you authorize us to do so. Any prices posted in US Dollar or non-US dollar currencies by SOE on the Store do not include any applicable sales tax, unless specifically noted that it is tax-inclusive. If you elect to redeem Station Cash and/or any promotional code in exchange for any products and/or services (including any Virtual Goods), you acknowledge that the applicable promotional code and/or required Station Cash will then be permanently consumed and converted into the purchased product(s) and/or service(s). The Station Cash value posted by SOE on the Store for any product or service being offered for redemption is inclusive of the applicable sales taxes therefor.
With respect to the purchase of any games, services, or Virtual Goods through SOE’s commerce systems, you will be required to review and accept the applicable end user license agreement for such games, services, or Virtual Goods prior to submitting your order. Where and to the extent required by applicable laws, you will be able to verify and modify your order information before confirming your order. After the submission of your order, you will receive an e-mail receipt from SOE providing full details of your purchase. Please print a copy of such e-mail for your records. You hereby agree to receive all notices and records from SOE in electronic form, and you acknowledge that you will only be entitled to receive notices or records from SOE in paper form by contacting us directly and making such request.
Thereafter, if you have purchased or redeemed a subscription- or membership-based product or service, each time your subscription or membership comes up for renewal, we have the right to charge your credit card or debit your account the then-current renewal rate plus any applicable taxes we are required to collect, and you authorize us to do so. All charges made to your credit card or debits to your account can be viewed by you under the Payment History section of SOE’s customer account management web site. If we are unable to process your credit card or debit your account at a renewal period, your subscription or membership may be immediately terminated and your access to the applicable product or service shall be limited to the use of “free of charge” functions, if any. SOE reserves the right to change the fees or applicable charges and to institute new charges at any time, upon at least ten (10) days prior notice to you (which notice may be provided by e-mail or through posting such notice on The Station).
You can stop the automatic renewal of your subscription or membership services at any time by logging into SOE’s customer account management system, clicking on the “Subscriptions Info” or “Membership Info” button, and then click on the “Cancel” button for the subscription or membership you wish to stop, then click the “Yes” button to confirm your cancellation of service. So long as you elect to stop the automatic renewal of your subscription or membership at least three (3) business days prior to your next monthly cycle, you will not be billed the applicable fees for such next billing cycle. In the event you cancel your subscription or membership service, SOE will not refund any fees already paid or owed by you.
You may purchase or redeem SOE game cards through the Store which provide you with pre-paid access to various games for a specified subscription period (each a “Game Card”). If we make a Game Card available and you use a Game Card to pay for subscription or membership services through the Store, the Game Card shall activate your subscription or membership service for the period stated on the Game Card and, thereafter, you will either need to provide an additional payment method accepted by SOE or purchase another Game Card for subsequent subscription or membership periods, or your subscription or membership will be terminated.
C. REFUNDS AND RETURNS POLICY
In the event that you have purchased any packaged goods from SOE, you may return such packaged goods to us for any reason within thirty (30) days of shipment for a full refund, less shipping and handling charges. No refunds will be made for purchases of Virtual Goods (including purchases of Station Cash), items that are downloadable or opened, that are received by us more than thirty (30) days after delivery or that were obtained using Station Cash. Downloaded products or account keys purchased to activate or unlock downloaded software are non-refundable at any time. Refused orders will be treated as a return, with the same policy that applies to returned items.
Prior to returning your merchandise, please send an e-mail to email@example.com if you need to report a damaged order, or if you need to request an exchange.
Unless you have requested an exchange, you can expect a refund in the same form of payment originally used for purchase within thirty (30) days after we receive your return. If a package is (i) undeliverable (including those for which the shipper cannot locate the intended recipient, resulting in the order being returned to sender or abandoned) or (ii) refused (including instances in which the recipient is unwilling to pay any applicable taxes or duties which results in the order being returned to sender or abandoned), shipping and handling charges shall nonetheless be due and payable. All undeliverable or refused orders will be treated as a return, with the same policy applied as returned items.
Please indicate the reason for your return, include the packing slip which was enclosed with your original order detailing the items you purchased, and wrap the package securely. If you do not have your packing slip, please indicate on a separate piece of paper the order number, the name, address, and e-mail address of the person who purchased the order, along with the reason for the return. Enclose this with the returned item, and send the entire package to us.
For your protection, we recommend that you use UPS or Insured Parcel Post for your shipment. If you would like to contact us directly, please contact customer service.
D. ORDERING AND CANCELLATIONS
You can check the orders you’ve placed under the Payment History section of SOE’s customer account management web site. You will receive an e-mail after shipment has occurred that contains the tracking number of your package and a link to the carrier’s web site.
Due to the high demand for our products and the short time between when you place your order and when we ship it, we cannot accept cancellations. Once you have submitted an order on-line through the Store, the purchase of an account key for downloadable software unlocks the product and is not reusable, and therefore cannot be cancelled or refunded once purchased. However, you can return packaged items in accordance with our return policy described above.
From time to time, pre-ordering of our products may be permitted through the Store. You will receive two e-mails from us during the pre-ordering/shipping process. The first e-mail you receive will be a verification of receipt of your pre-order. The second e-mail will notify you when your pre-order has been upgraded to an order, which will allow you to track its progress on the Account History page.
In order to change your shipping or billing information submitted with respect to a pre-order, or the quantity of products pre-ordered, you will need to cancel your original pre-order (with the outdated information) and place a new pre-order using your updated information. You can make this change by choosing the Billing Info link associated with your Station Account on www.store.station.sony.com. However, you will not be able to change your shipping or billing information, or change a pre-order, once such pre-order has been upgraded to an order.
Our pre-order products each have different projected release dates. This prevents us from combining these items together in a single order. If one of the products were to be delayed, your entire order could not be shipped until all items were in stock. So, we handle pre-orders individually to ensure you receive your pre-order products in a timely manner. The only way around this is to pre-order the items separately, allowing us to ship each order individually as they become available, or to wait until all the products have been released before placing your order. At that time you will be able to add multiple products to your order.
Please review the product description page to confirm the most current projected release date; we do not ship products prior to the release date. Please keep in mind that all release dates are estimates only and are subject to change.
Pre-order of digitally delivered products and services are subject to the terms of each such offer. Please be advised that download speeds may vary greatly depending on factors such as your internet connection and the traffic to our servers at any particular time.
For physical goods which are in stock, such orders are usually shipped within 1-2 business days of the order being received. Delivery times are from the date the order is shipped and are dependent upon the mode of shipping selected. If you are unable to view the tracking information provided through the UPS site (located at http://ups.com/), your package may not have been scanned into the UPS system. If your order does not arrive within fifteen (15) days of receiving the e-mail titled Your Station Store.com Order Has Shipped, please send an e-mail with your name (as it appears in your billing information) and order number to firstname.lastname@example.org with your name and order number for assistance. In the event that your order is not delivered within thirty (30) days from the date on which it was shipped, you shall be entitled to claim a refund for such undelivered goods and SOE shall have the right to cancel your shipment. Claims for refunds will be reviewed and approved by SOE according to the UPS claims policies available on the UPS site from time to time.
Due to space limitations, the confirmation e-mail may cut-off some letters or characters. Street address lines display up to thirty (30) English characters on the UPS shipping label. Before reporting that your address is incomplete, please log in to the Store and click on the Billing Info section. Open the order that you are concerned about and verify that all of the information is accurate. To report missing characters or an incorrect address, please contact customer service. In most cases we will not be able to notify UPS of the address change until it arrives in your destination city. This may cause a minimum of one day delay in delivery. Please note that, if the purchaser entered the incorrect address (including zip code) or failed to enter an apartment or suite number, this delay will not be covered under the UPS delivery guarantee.
Occasionally taxes and duties charges may change between the time the pre-order is placed and when the order ships, based upon the area shipped to. These fees are your responsibility and are determined at the time of shipment. For shipments outside the United States, additional customs import duties and/or taxes may be applicable in the recipient country. Except as otherwise required by applicable law, the party receiving the shipment is responsible for paying any such customs duties and/or taxes. In addition to the fees described above, if you are a resident of a European Union country, you will also be charged any applicable VAT fees. Please check with your local government to determine what, if any, customs duties and/or taxes may be required; please check with United Parcel Service to determine what, if any, administrative or brokerage fees are applicable.
USPS is the only shipping method available for Military and P.O. Box addresses. Visit the UPS or USPS websites for more information about delivery times.
H. HOW TO CONTACT SOE CUSTOMER SERVICE
Users with Station Accounts which are not subject to Restricted Activation may contact Customer Service by e-mail or chat by completing the applicable form located through a link from our Knowledge Base.
If you wish to contact us about a return, please send an e-mail to email@example.com. Please see our return policy above for further details.
If you are a business customer of SOE located in any country in the European Union and you have purchased any SOE product and/or service, you have the right to request an itemized invoice for your purchase which separately details any VAT paid in connection with such purchase. You may execute such request by contacting customer service, as described in this section. Whether you are a business customer or an individual customer of SOE, you are entitled to have access to a copy of your invoice, at any time upon request, when such invoice is for an amount above Euros 120.