日本のカスタマーサポート

Version: 10.1
Effective date: 18 August 2026
Previous website version: 9.0

This Policy records the continuing support promise made to eligible customers who bought Redkey Version 4 through the Japanese Makuake campaign in October or November 2022. It also records the historical two-year warranty and free exchange programme so that their status remains clear.

This is a legacy programme for the defined Makuake cohort. It is not the general warranty policy for all Japanese customers or all Redkey products.

This Policy forms part of our Terms of Service and Warranty, Returns and Refunds Policy. It does not retrospectively remove an accrued right, a claim made while a benefit was active, or a mandatory right under applicable law.

1. Programme status at a glance

For purchases made in October or November 2022, limited support is expected to end on the individual purchase’s tenth anniversary in October or November 2032. The exact date depends on the original purchase record.

Limited Support is not a ten-year warranty and does not guarantee a free repair, replacement or upgrade.

2. Eligibility

This Policy applies where both of the following are satisfied:

• the customer bought Redkey Version 4 through the official Makuake campaign in October or November 2022; and
• the Redkey has a genuine 20-digit serial number ending from 56478 to 57477 inclusive.

We may check the serial number, Makuake order record, registered email address and other reasonable evidence. A customer who no longer has access to the original email address or order confirmation may provide other reliable evidence of the qualifying purchase or an approved ownership transfer. The absence of one preferred document does not by itself end an entitlement if eligibility can be reasonably established another way.

This Policy does not apply to a different campaign, a product outside the serial range, a counterfeit device, a device with a removed or materially altered serial number, or a device reported lost or stolen.

3. Historical two-year commercial warranty

The Makuake promise extended the commercial warranty that originally applied to this cohort to two years from the original purchase date.

During that period, where we confirmed a manufacturing defect:

• we offered repair or replacement without a repair or replacement charge;
• the customer paid the cost of sending the device to us; and
• Redkey USB Ltd paid the cost of sending the repaired or replacement device back to the customer.

That two-year period has now ended for purchases in the stated 2022 campaign. This does not invalidate a claim made while the period was active, an agreed remedy that remains outstanding, or a statutory right that continues for longer under applicable law.

4. Free Exchange Programme ended on 1 January 2025

The separate Free Exchange Programme ended on 1 January 2025. We no longer accept new requests under that programme.

For historical reference, it offered an exchange of an eligible Redkey Version 4 within the stated serial range regardless of its condition. The customer paid the cost of sending the device to us and Redkey USB Ltd paid the cost of sending the exchange device to the customer.

Not using the Free Exchange Programme did not cancel the separate Limited Support described below.

5. Continuing Limited Support to the tenth anniversary

After the two-year commercial warranty ended, an eligible device entered Limited Support until ten years after its original purchase date.

Depending on the circumstances, Limited Support may include:

• troubleshooting and compatibility guidance;
• an offered repair where parts, tools and expertise remain available;
• an offered tested refurbished replacement or functionally suitable alternative; or
• another practical solution agreed with the customer.

Limited Support is discretionary and may be unavailable where the device cannot be safely or economically repaired, suitable parts or replacements are no longer available, the device cannot be authenticated, or the problem falls within section 8.

During Limited Support, the customer is normally responsible for shipping to and from Redkey USB Ltd and for applicable customs, tax or import costs. A non-shipping charge for an offered repair, replacement or other solution will be proposed only where it is consistent with the original programme promise and mandatory law. We will explain the charge and obtain the customer’s agreement before carrying out paid work. Mandatory rights take priority where they require a different allocation of costs or remedy.

6. How to request support

Contact us before sending a device. Use https://redkeyusb.com/pages/contact or email contact@redkeyusb.com and state clearly that the request concerns the Legacy Makuake Support Programme.

Please provide, where available:

• your name;
• the email address used for the Makuake purchase or the currently registered email address;
• the full Redkey serial number;
• the Makuake order or backer number;
• a description of the problem and what happened before it arose;
• any relevant error message, photograph or short video; and
• evidence of an approved ownership transfer if you are not the original purchaser.

We may ask for further information that is reasonably needed to confirm eligibility, diagnose the issue, assess safety or prevent fraud.

Do not send a device until we have approved the return and provided the correct return reference, address and instructions. An address shown as our registered office is not automatically an approved return address.

7. Return, inspection and remedy process

After approving a return, we will provide packaging and shipping instructions. The customer should:

• package the Redkey securely;
• use a tracked and adequately insured service appropriate for international carriage;
• keep proof of dispatch;
• complete customs documentation accurately; and
• remove unrelated accessories unless we ask for them.

On receipt, we may authenticate and inspect the device, reproduce the reported issue and assess whether a repair, replacement or other solution is practical.

Any replacement may be tested refurbished stock, may use English-language packaging and may be a different model where the original is unavailable. It will be selected to provide an equivalent or better practical function where reasonably possible. If a replacement is supplied, we will update the registered device details as needed.

We will not begin paid work without explaining the proposed work and charge and obtaining agreement.

8. Conditions and exclusions

Limited Support does not cover a problem to the extent it was caused by:

• accident, crushing, liquid, fire, excessive heat, electrical damage or unsuitable storage;
• misuse, neglect or use outside the published intended purpose;
• forcing, altering or physically damaging the USB connector or casing;
• unauthorised disassembly, modification, repair or tampering;
• use contrary to a clear warning or instruction supplied with the device or software; or
• normal cosmetic wear that does not affect function.

Using a supported Redkey feature does not by itself void this Policy. We will not exclude support merely because a particular erasure method or advanced function was selected. An exclusion applies only where the evidence reasonably shows that the relevant damage or failure was caused by misuse, an unauthorised modification or use contrary to a clear warning.

Redkey erases selected whole disks permanently. Back up anything that must be kept and verify the selected disk before beginning. Data loss resulting from an intended erasure is not a defect in the Redkey device and we do not provide data-recovery services.

9. Transfer to another owner

An eligible Makuake device may be transferred under our Warranty and Ownership Transfer Policy at https://redkeyusb.com/pages/warranty-transfer.

On an approved transfer, the physical Redkey, its associated software licence and any remaining eligibility under this Limited Support programme move together to the new registered owner. They cannot be split. The transfer does not restart or extend the ten-year period.

10. Personal data

We use names, contact details, order or campaign records, serial numbers, support information and transfer records to verify eligibility, administer this programme, prevent fraud and investigate product or safety issues.

More information is in our Privacy and Data Protection Policy at https://redkeyusb.com/policies/privacy-policy. We will not ask for access to, or a copy of, data from a disk that the customer intended to erase unless a separate, lawful and clearly explained diagnostic step makes that necessary.

11. Liability, mandatory rights and governing terms

Nothing in this Policy excludes or limits liability that cannot lawfully be excluded or limited. Nothing in this Policy removes a mandatory consumer right available under the law that applies to the customer or sale.

The limitations of liability, governing law, courts and dispute provisions in our Terms of Service apply subject to any mandatory local law and any right a consumer has to bring proceedings in their home courts.

This Policy takes priority over inconsistent general wording only for the specific legacy Makuake benefits described here. The Warranty, Returns and Refunds Policy controls general warranty, return and remedy issues. The Warranty and Ownership Transfer Policy controls transfer mechanics.

12. Changes and contact

We may update this Policy to improve clarity, reflect a process change or comply with law. We will not use a later version to shorten the promised ten-year period, remove an accrued right or undo an accepted claim for an eligible device.

For programme support:

Email: contact@redkeyusb.com
Contact page: https://redkeyusb.com/pages/contact

Redkey USB Ltd
128 City Road
London, EC1V 2NX
United Kingdom

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