Send a LOVOT purchase request to BEX Customer Support. After Benly verifies your information, we will send you the information on where to pay the support fee.
Please proceed with the payment for the support fee.
Once our staff has verified your information, we will register the GX Members account on your behalf.
BEX Customer Support kindly requests that you make a bank transfer to our designated account for the payment of the LOVOT main unit, accessories, and any other desired products.
Once we confirm your payment, our staff will proceed with the purchase on your behalf from GROOVE X.
BENLY will inform the customer of the shipping cost once the LOVOT arrives at our warehouse. Please pay the shipping fee. BENLY will prepare to ship the LOVOT after confirming the payment of the shipping fee.
After LOVOT is shipped to the customer, We will send a shipping notice to the customer. Please receive the LOVOT.
GROOVE X complies only Japanese regulations and guarantees the operation of LOVOT only in Japan.
The plugs/sockets are the same type as those used in Japan.
Please prepare a conversion plug corresponding to your country's socket type. For other specifications, please read the following instructions in advance. (Please use the translation feature on your browser to translate to English or other languages.)
Plug/ socket types, other specifications
When using LOVOT outside of Japan, you may not be able to use it without an Internet connection. Please follow the instructions below to connect to the Internet. (Please use the translation feature on your browser to translate to English or other languages.)
Wireless LAN connection(Applicable to both LOVOT 2.0 and LOVOT 3.0)
Wired LAN connection(Applicable to LOVOT 2.0 only)
To set up LOVOT, you will need the Apple or Android app. Please install the app on your smartphone or tablet.
Apple store
Google Play
You can change LOVOT's sleep schedule in LOVOT app. The time displayed in the app will be Japan Standard Time (JST). Please follow the instructions below to convert your time zone to Japan Standard Time (JST) and change the time in the app. (Please use the translation feature on your browser to translate to English or other languages.)
Set a sleep schedule for LOVOT
Please arrange an environment suitable for LOVOT's life, such as obstacles in the room, space around the Nest, brightness, and room temperature.
Preparing Living Environment.
On the LOVOT e-commerce site, you can choose from three purchase plans. However, if you live outside of Japan, please select the "③ Payment of the Body and Living Expenses (Lifetime) in One Lump Sum" plan. If you select any other plan, we will not be able to ship the product to you.
Plan 3 includes the following services.
Software Usage Fee: Lifetime Free
Treatment & Hospitalization (Repair) Coverage: First Year: 100% coverage*
2nd Year onwards: Customer's full responsibility*
Battery replacement, etc. (once every approximately 1.5 years): ¥131,780
Replacement of consumable parts due to usage (once every approximately 3 years): ¥297,000(When applied together with Battery replacement)
*Battery replacement, Replacement of consumable parts due to usage, and treatment & hospitalization (repair) coverage from the 2nd year onwards are also available separately as an annual payment option to provide 100% coverage.
*For 100% coverage, the maximum limit for total repair costs within the past 12 months is ¥385,000 (including tax). For repair costs exceeding this limit, 70% coverage is applicable.
The support fee for BEX is 120,000 JPY for one year, and it is required to be paid in advance for the entire year.
BEX Support will charge a service fee as separately determined by our company for handling the proxy purchase.
This fee will be billed together with the cost of the LOVOT main unit and accessories.
In addition to the product price, shipping fees apply. Shipping fees vary depending on the destination country or region and the shipping time.
*Please note that customs duties may be imposed if the required tax conditions are met in the destination country.
*The presence or absence of customs duties and the duty rate both vary depending on the country of destination for your package.
*Customs duties are not included in the usage fee charged by us, and will be borne by the customer separately, regardless of export or import.
*Please confirm the amount and payment method with the customs of the destination country or with third-party transport agencies.
*Please note that if a customer refuses to pay customs duties, we will not be able to provide any further customer support services. In addition, we cannot refund any customer support costs incurred at that time.
*We do not generally accept requests for re-importation tax exemption documentation, including Carnet clearance.
If you wish to request maintenance for your LOVOT, please contact BEX Customer Support.
BEX Customer Support will handle the maintenance request procedure on your behalf.
If you suspect that your LOVOT is malfunctioning, please contact us.
We will conduct a hearing to assess the condition of your LOVOT and provide guidance on the appropriate course of action.
If the issue cannot be resolved, you may need to send your LOVOT to Japan for repair.
For details on estimated repair costs and aftercare, please refer to this link.
Please note that our malfunction support does not guarantee repair.
We appreciate your understanding in advance.
Maintenance and repair of LOVOT are performed only in Japan. Please bear the actual cost for sending LOVOT to Japan and returning it.
When delivering your LOVOT in the event of malfunctions, or for maintenance service, you will need the original packing box, so please do not destroy or dispose of the box.
If you send your LOVOT in any other box, it may cause malfunction and will not be covered by the compensation. If you lose the packing box, you will have to pay for the shipping (custom duty and other fees) and purchase the box for a fee.
From users outside of Japan, Please make sure to contact BEX Customer Support for any inquiries.
BEX Customer Support
The web manual is only available in Japanese. Please use the translation feature on your browser to translate to English or other languages.
Web Manual
Cancellations and Refunds Due to Customer Reasons
Please note that cancellations or returns due to customer reasons cannot be accepted once the product preparation for shipment has begun.
If you cancel before the product preparation for shipment, the support service will also be canceled.
-If you have not yet registered your GX Members ID, you can cancel the support service free of charge.
-If you have already registered your GX Members ID, you can cancel both the GX Members ID and the support service, but the full support service fee is non-refundable.
If you cancel more than 5 days after the support service fee has been paid, no full refund will be provided.
Refunds will be made in Japanese yen, so depending on the exchange rate, the amount refunded may not match the amount you originally paid.
Cancellations and Refunds for LOVOT Returned to Japan Due to Customs Issues
In the event that LOVOT shipped to your country cannot clear customs and is returned to Japan, we will provide a full refund for the LOVOT main unit, accessories, and any other related products you have paid for.
Refunds will be made in Japanese yen, so depending on the exchange rate, the amount refunded may not match the amount you originally paid.
However, the following costs related to the purchase of LOVOT are non-refundable:
-Support service fee (full amount)
-Proxy purchase fee
-International shipping cost
※In case of damage, loss, theft, delay, or other damages during transportation of the product, compensation for damages will be made by the respective transport company in accordance with the compensation regulations for each transportation method. For other details, please check the compensation regulations yourself.
※Our company will only perform the necessary procedures for claiming compensation for damages, and will not provide compensation for damages under any circumstances.
※Please note that delays and seizures during local customs clearance are not subject to compensation for damages.