Steps to Buy LOVOT

STEP.1

Please fill out the BEX for LOVOT request form. Once the BEX for LOVOT Customer Support team has verified your information, we will send you payment instructions for your selected LOVE or TOKYO plan.

STEP.2

After confirming your payment, we will create a GX Members account on your behalf. This account allows you to manage your LOVOT and access official LOVOT services.

STEP.3

GROOVE X, the manufacturer of LOVOT, will deliver your LOVOT to our warehouse approximately 1 to 1.5 months after we place the order.

STEP.4

After your LOVOT arrives at our warehouse, the BEX for LOVOT Customer Support team will inform you of the international shipping cost and special packaging fee.

STEP.5

We will notify you when your LOVOT has been shipped. Please make sure to receive your LOVOT upon delivery.

Operating Environment

Operation Guarantee

GROOVE X, the manufacturer of LOVOT, complies with Japanese regulations and guarantees LOVOT’s operation only within Japan.

Plug Types and Other Specifications

LOVOT uses Japanese-standard plugs.

Please prepare a suitable plug adapter for the electrical outlets in your country.

For other technical specifications, please review the information below before using your LOVOT.

Note: The following page is in Japanese. Please use your browser’s translation feature to view it in English or your preferred language.
Plug/ socket types, other specifications

Internet connection for initial startup of LOVOT

When using LOVOT outside Japan, an internet connection may be required for initial setup and operation.

Please refer to the following instructions to connect your LOVOT to the internet.

Note: The following pages are in Japanese. Please use your browser’s translation feature to view them in English or your preferred language.

Wireless LAN connection (Applicable to both LOVOT 2.0 and LOVOT 3.0)
Wired LAN connection (Applicable to LOVOT 2.0 only)

Install the LOVOT App

The LOVOT app is required to set up your LOVOT.

Please download and install the app on your smartphone or tablet.

Apple store
Google Play

Setting LOVOT's Sleep Schedule

You can adjust your LOVOT’s sleep schedule using the LOVOT app.

Please note that the time displayed in the app is based on Japan Standard Time (JST).

When setting the sleep schedule, make sure to convert your local time to JST.

Note: The following page is in Japanese. Please use your browser’s translation feature to view it in English or your preferred language.

How to Set LOVOT’s Sleep Schedule

Preparing Your Living Environment

Please ensure that your home provides a suitable environment for LOVOT.

Pay attention to factors such as obstacles in the room, available space around the Nest, lighting conditions, and room temperature.

For detailed instructions, please refer to the following guide.

Note: The following page is in Japanese. Please use your browser’s translation feature to view it in English or your preferred language.

Preparing Your Living Environment.

Costs and Fees

Product Price

The official LOVOT online store offers three purchase plans. However, customers living outside Japan must select “③ One-Time Payment for the LOVOT Unit and Lifetime Living Expenses.”

Please note that we cannot ship LOVOT internationally if you select either of the other plans.

Plan 3 includes the following services and coverage:

• Software Usage Fee: Free for life
• Repair Coverage (Treatment and Hospitalization):
  • First year: 100% coverage*
  • Second year onward: Repair costs are the customer’s responsibility*
• Battery Replacement: ¥131,780 (approximately every 1.5 years)
• Replacement of Wear-and-Tear Parts: ¥297,000 (approximately every 3 years, when performed together with battery replacement)

Additional Notes:

• Starting in the second year, an optional annual coverage plan is available for battery replacement, wear-and-tear parts, and repairs, providing 100% coverage subject to the applicable terms.
• Under the 100% repair coverage plan, the maximum covered repair costs are ¥385,000 (including tax) within a 12-month period. Repair costs exceeding this limit are covered at 70%.

BEX Support Fee

The BEX for LOVOT support fee is USD 999 per year, payable annually in advance.

Service Fee

A separate service fee, determined by BEX for LOVOT, applies when purchasing your LOVOT.

This fee will be charged together with the cost of your LOVE or TOKYO plan.

Shipping Fees

International shipping fees are charged separately from the product price.

Shipping costs vary depending on the destination country or region and the shipping schedule.

Customs Duties and Import Taxes

Please review the following information regarding customs duties and import taxes before purchasing your LOVOT.

• Customs duties and import taxes may apply depending on the regulations of the destination country or region.
• Whether these charges apply, as well as the applicable rates, varies by destination.
• Customs duties and import taxes are not included in our service fees and are the customer’s responsibility.
• Please contact the customs authorities in your destination country or your shipping provider for information about applicable charges and payment procedures.
• If you refuse to pay the required customs duties or import taxes, we may be unable to provide further customer support. Any support fees already incurred are nonrefundable.
• As a general policy, we do not accept requests to prepare documentation for re-importation tax exemptions, including ATA Carnet documentation.

Maintenance / Repair

Maintenance

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.

Malfunctions

If you suspect that your LOVOT is malfunctioning, please contact the BEX for LOVOT Customer Support team.

Our team will assess your LOVOT’s condition by asking you a few questions and guide you through the next steps.

If the issue cannot be resolved remotely, you may need to send your LOVOT to Japan for repair.

For information about estimated repair costs and available repair services, please visit the official LOVOT repair information page.

Please note that our troubleshooting support does not guarantee that your LOVOT can be repaired.

Shipping Fees

All LOVOT maintenance and repairs are performed in Japan.

Customers are responsible for all shipping costs associated with sending their LOVOT to Japan and having it shipped back, including any applicable customs duties and additional fees.

Original Packaging

Please keep the original packaging box that came with your LOVOT, as it is required when shipping your LOVOT for maintenance or repairs.

Using a different box may result in damage during shipping, which may not be covered by compensation.

If you no longer have the original packaging box, you will need to purchase a replacement box and cover any associated shipping costs, customs duties, and additional fees.

Additional Information

Customer Support

If you are located outside Japan, please direct all inquiries to the BEX for LOVOT Customer Support team.

BEX for LOVOT Customer Support

Online User Manual

The official LOVOT online user manual is available only in Japanese.

Please use your browser’s translation feature to view it in English or your preferred language.
LOVOT Online User Manual

Cancellation and Refund Policy

Cancellations and Refunds Requested by Customers

Please note that cancellations and returns for personal reasons cannot be accepted once your LOVOT has entered the shipping preparation process.

If you cancel your order before shipping preparations begin, your BEX for LOVOT support service will also be canceled.

The following conditions apply:

• Before GX Members Account Registration: You may cancel the support service at no charge.
• After GX Members Account Registration: You may cancel both your GX Members account and the support service. However, the support service fee is nonrefundable.

If you cancel more than five days after paying the support service fee, you will not be eligible for a full refund.

All refunds will be issued in Japanese yen (JPY). Due to exchange rate fluctuations, the refunded amount may differ from the amount you originally paid.

Cancellations and Refunds Due to Customs Clearance Issues

If your LOVOT cannot clear customs in the destination country and is returned to Japan, we will issue a full refund for the LOVOT unit, accessories, and any other related products purchased.

All refunds will be issued in Japanese yen (JPY). Due to exchange rate fluctuations, the refunded amount may differ from the amount you originally paid.

However, the following fees are nonrefundable:

• BEX for LOVOT support fee (full amount)
• Proxy purchasing fee
• International shipping fees

Shipping Insurance and Compensation

In the event of damage, loss, theft, delays, or other issues during shipping, any applicable compensation will be handled by the shipping carrier in accordance with its policies and the shipping method used.

Please review the carrier’s compensation policies for details about coverage, limitations, and exclusions.

BEX for LOVOT will assist with the necessary procedures for filing compensation claims but will not be responsible for providing compensation directly under any circumstances.

Please note that delays or seizures during customs clearance in the destination country are not eligible for compensation.

Terms and Conditions for Product Purchases

Order confirmation procedures and the sales model (Confirmed Order Sales) for this service are governed by the BEX Market Terms of Service, which apply to our separately operated BEX Market platform.

However, the terms outlined on this page will take precedence regarding payment methods, product prices, applicable fees, delivery schedules, cancellations, returns, repairs, and warranty support.

Changes to These Terms

We reserve the right to modify these terms, in whole or in part, at any time without prior notice.

Any changes will take effect upon publication on our website. Continued use of the service after such changes are published constitutes acceptance of the revised terms.