[Weverse Shop] Official Light Stick Recall and Exchange (221031 updated)

Hello.

This is your official merchandise store, Weverse Shop.

We would like to inform you that we have noticed a malfunction in the Official TOMORROW X TOGETHER merchandise “Official Light Stick.” Please read the details below to find out how you can exchange the product. We sincerely apologize for the inconvenience.

After discussions with the manufacturer, we identified that products that were produced from February 22 to June 4 (Serial numbers from LT-172545 to LT-203578) are malfunctioning. There had been a temporary shortage of parts used (diode) during the production, and therefore, it was supplied by another manufacturer. In the process, a technical failure was found in certain products involving power issues (power on and off malfunction, automatic power off, etc.). 

Since the issues that we have found are limited to certain products only, there is a possibility that your light stick may work at the moment. However, to provide the best, issue-free experience to all customers, we decided to recall all the products assembled with the new part (S/N: LT-172545 to LT-203578) and provide you with an exchange. 

Once again, we sincerely apologize for the inconvenience. We will provide all customers who recieved these products with an exchange regardless as to whether you opened the product or not, or if it is defective or not.

[Official Light Stick Exchange Eligibility] 

1) Order Period: Tuesday, February 22 - Saturday, June 4, 2022 (KST)

2) Serial Numbers: LT-172545 to LT-203578

*If you ordered your product within the above period, please check the serial number inscribed on your light stick.

*You can find the serial number on the battery cover at the bottom of the light stick along with the QR code.

*If your product’s serial number falls within the above range noted in 2), you are eligible for an exchange. (For example: LT-174000.)

*Even if you ordered your product during the above period, if your light stick does not have a serial number within the above range, it is not a malfunctioning product, and therefore, you are not eligible for the exchange.

[How to Apply for the Exchange]

Apply through the Google link below if you wish for a exchange.

October 31, 2022 Update

The product is only available for an exchange without contact as WORLD TOUR <ACT : LOVE SICK> show has concluded. Please refer to the information below on 2) Exchanging without contact.

1) Exchanging in person (exchanging at the concert venue)

A separate exchange booth will be installed at the WORLD TOUR <ACT : LOVE SICK> concert venue. Since the shipping period for product retrieval and exchange can differ by region, we recommend exchanging the light stick in person at the concert venue if you wish to use the light stick on the day of the concert.

* You must bring the light stick you wish to exchange.

* You can get your light stick exchanged at the separate booth at the concert venue if you wish to exchange it in person, whether or not you have the concert ticket.

2) Exchanging without contact (return and send after applying for an exchange)

1. Open the application link (https://forms.gle/K6Gk93W1GvhUpCQN6).

2. Following the order of items, please register your (Weverse shop account > Name > Order number > Serial number > Serial number photo) information.

October 31, 2022 Update

1. Please request an exchange through the 1:1 Inquiry
2. Please enter your order number and serial number and attach the photo of the serial number.

3. When the application is complete, a delivery person from the logistics company will visit to collect your product.

* Please pack the product in advance. (Send only the light stick, excluding the accessories.)

4. Once the returned product arrives at the warehouse, a new product will be sent to your address.

[Things to Note]

- You may not receive the new product before the concert depending on the circumstances of the logistics company. Therefore, if you wish to use the light stick in this WORLD TOUR <ACT : LOVE SICK> IN SEOUL, we recommend you to get your light stick exchanged on the day of the concert at the separate booth installed at the concert venue.

- Once your application is submitted and processed, the delivery person from the designated logistics company (CJ Logistics) will visit your address within 1 - 3 business days to retrieve your product.

- You may experience a considerable delay in product retrieval and processing if you separately contact CJ Logistics after you submit your application.

- If the S/N received and the S/N of the recovered product do not match, you cannot exchange it.

- Shipping fees for the recall and re-delivery will be covered by the company. 

* Those of you who have not yet purchased the light stick can make your purchase at the separate booth installed at the concert venue.

* For the WORLD TOUR <ACT : LOVE SICK> IN SEOUL, you can get your light stick exchanged at the MD booth and pairing booth on the day of the concert.

* For the WORLD TOUR <ACT : LOVE SICK> IN U.S., you can get your light stick exchanged at the pairing booth on the day of the concert. 

* Exchange for products that are not within the aforementioned serial number range will not be available according to the process outlined on this notice, and the existing Weverse Shop exchange and refund policy will be applied.

* All other matters other than the aforementioned refund and exchange will be processed in accordance with the existing Weverse Shop policy. Please leave your questions or comments with the Customer Service Center.

Once again, we sincerely apologize for the inconvenience caused by the Official Light Stick malfunction.

We will do our best to make sure you receive the new product as quickly as possible. 

Thank you.

All Things for Fans, Weverse Shop