Communication related to products


Basic Concepts

For the use of sports equipment, it is crucial for customers to use them properly and to have safety awareness when playing sports. At Mizuno, we strive to avoid using specialized terms in our instruction manuals as much as possible, instead opting for easy-to-understand explanations with illustrations, to communicate information about safe handling to our customers.

Provision of product information

We believe that it is important to provide sufficient product-related information so that customers can select our products appropriately. We actively disclose product-related information through in-store POP materials and our website, in addition to labeling on products and instructions for use.
For the content of disclosed information, we comply with laws, regulations, and industry rules related to labeling and confirm the accuracy and appropriateness of the information in accordance with the labeling control regulations. Specifically, when describing the superiority of a product, we use accurate and easy-to-understand expressions so that there is no misunderstanding, and when expressing functionality, we make it a requirement that there be supporting materials, such as test and experiment results.
If information disclosure about material procurement is needed, we make it available in the product instructions or information. We use our "Sustainable Material Procurement Policy" set according to "Responsible procurement with due respect for human rights" and "Responsibility for global environmental issues throughout the product lifecycle" as guidelines for each material in our product manufacturing, and revise it as needed.
For product disposal, we clearly state in our instruction manual creation guidelines that "For products requiring special disposal methods (those containing substances harmful to the body or the environment, etc.), the appropriate disposal methods, disposal processing, and disposal requesting organizations should be specified. In other cases, follow the disposal rules of each local government." When revising the instruction manual, we always change the content to comply with the guidelines.

We use a workflow application system, so all related departments including the Quality Assurance and Legal Affairs offices can effectively and efficiently verify and evaluate the content. We’re also advancing the development of an internal pre-application confirmation system, so the applicant can confirm the appropriateness of functional expressions before applying, to avoid giving misleading impressions. [*c]
In FY 2022, although we conducted three recalls due to inadequate labeling, we identified the problems and reorganized the relevant processes.

Communication concerning defects and the collection of defective products

When a defect occurs, we announce it promptly and accurately on our website. In FY 2022, we announced seven cases, all of which were violations of voluntary standards. Among these, three were related to labeling issues, and the other four were about different issues.

When a defect occurs, we announce it promptly and accurately on our websTotal number of cases announced as an "Important Notice Regarding Mizuno Products" on the website due to product defects, incorrect quality display, or other reasons

FY 2018 FY 2019 FY 2020 FY 2021 FY 2022
9 5 2 4 7

Communication for the safe use of products

For the use of sports equipment, it is also essential for customers to use it properly and to have safety awareness when playing sports. We provide product information to customers through various means, such as catalogs, user’s manuals, advertisements, news releases, in-store flyers, and customer services through Mizuno Customer Service Center.
To convey information on the safe use of our products in as easy-to-understand manner as possible, we try to avoid the use of technical terms when possible and provide easy-to-understand explanations with illustrations in our user’s manuals.
We also analyze customer inquiries made to Mizuno Customer Service Center and take measures, including adding user’s manuals to products for which usage instructions are difficult to understand. On the User Support page of our website, we have set up the sections "FAQ about Products" and "Useful Information," where we post frequently asked questions and provide tips on how to select and care for our products by product category, such as shoes and sportswear, and by sporting event.
For products that may lead to an accident if used incorrectly, we provide more specific instructions on how to use them, including representations based on the Product Liability Act, and other necessary information.

Please click here for the website "User Support."

Ensuring safety in the use of our products

All of our sports shoe items come with a user’s manual. To allow for the longer and safer use of sports shoes, we asked JASPO (Association of Japan Sporting Goods Industries) to help with the good use of the Sports Shoes Guidebook, a leaflet used by 11 sporting goods manufacturers that are affiliated with JASPO. The Guidebook is also available on Mizuno’s website.
The Guidebook has easy-to-understand explanations and illustrations providing tips for trying shoes on before purchase, choosing the right shoes, putting them on and taking them off, and ensuring they can be worn for a long time.

New Measure

Although we provide a user manual that describes how to set up and handle our training instruments and health-enhancing instruments, for some products we have started to attach a DVD and publish a video on our website to share detailed information with customers.

Future issues to be addressed

  • To provide customers with appropriate information in a timely manner, we will enhance in-house education so that individual employees can surely acquire basic knowledge about product labeling.
  • We will carry out regular maintenance of our website so that we can provide the latest information in frequently asked questions posted on the section of Mizuno Customer Service Center.