Notice of Recall and Repair for Arata AX Series Products

We would like to inform all customers who have purchased the Arata AX Series of a product recall and repair.

 

It has come to our attention that the stitching on the receiving part of the tent poles in the AX Series is inappropriate, causing parts that should not be in contact with the ground to rub against it, potentially leading to fabric tears and damage.

 

We sincerely apologize for this issue. We will start the repair or exchange of the products in late August. Please stop using the product and send your AX Series to the address below at your earliest convenience.

 

Address: 〒520-2152 Shiga Prefecture, Otsu City, Tsukinowa 3-8-3 B102 Arata Co., Ltd. TEL: +81-70-9330-9588

 

Please follow the instructions below for shipping:

A. Please pack only the inner tent compactly and send it.

B. If any items other than the inner tent are included, they may not be returned. Please ensure only the inner tent is sent.

C. For customers who ship by August 3, we will refund an amount equivalent to the cost of shipping from Japan via EMS, deducted from the purchase price of the product.

D. Please remove any water, mud, or other dirtattached during use before shipping. If the product is not in a condition that can be sewn immediately, it may take longer to complete the repair. (We will prioritize products that can be worked on immediately.)

E. Unless otherwise specified, the tent will be returned to the address listed as the sender. If you need it to be returned to a different address due to a move or other reasons, please include a note stating so.

 

Please also read the following:

A. Repairs or exchanges will be processed in the order received. (The decision on whether to repair, replace, or fix the product will be made by us.)

B. No visible needle holes or other external markswill remain on the tent after this recall and repair process.

C. If the tent is already damaged or shows signs of damage, repairs may alter its appearance slightly from its original state. Please understand this in advance.

D. Repairs will be conducted in the order of arrival. We will begin shipping repaired products as early as the second half of the week of August 5th.

E. While the risk of damage from a small number of setups and uses is considered low, we ask that you refrain from using the product as much as possible and cooperate promptly with this recall and repair.

F. Information will also be published soon on the Arata official website(https://arata-design.jp).

G. Repairs or exchanges will be processed in the order received.

H. The exact date to begin repairs or exchanges has not been determined. (We are doing our best to respond as quickly as possible.) The estimated time to repair all affected products is about one week.

 

We understand that some of you may have plans to use the product soon, but we kindly ask for your prompt cooperation in this recall and repair.

 

If you have any questions, please contact us at the following:

Contact: cs@arata-design.jp

 

We sincerely apologize once again for any inconvenience caused to customers who purchased the AX Series.

We appreciate your continued understanding and cooperation.