Defective Replacement Policy
Defective or Damaged Items Policy
Not all purchases are going to be perfect. As hard as we try, things may not always arrive as expected. Please understand and acknowledge that Box condition is sold as-is. We ship our products in mint condition, unless stated in the description. We do not offer exchanges, discounts, or refunds for dents and creases caused during shipping transit. If you have any questions or concerns regarding the box condition, please send us an email. BANDAI NAMCO does not accept returns or cancellations on orders.
Damaged and Defective Items
All defective Bandai products go through the standard BANDAI NAMCO exchange process.
BANDAI NAMCO offers replacement services for Bandai Hobby, Bandai Lifestyle, Bandai Shokugan, Bandai Namco Nui, Tamashii Nation, Bandai Toy, Rowtashii Noise, Ensky, Megahouse, Nanoblock, Tamagotchi and Studio Ghibli items.
Please be advised that this service is only available for purchases made and customers living in the U.S. and Canada. Additionally, we are unable to ship replacements to APO, FPO, and PO Boxes.
Item replacement is subject to manufacturer availability.
Item Replacement Policy
Replacement parts may be provided for the following circumstances:
- Defects – (e.g. missing components from the package, duplicate components, item broken-in-package)
- Wrong paint colors (e.g. blue instead of red)
- Broken / Lost / Defective model kit components (maximum of 6 parts per model kit purchase)
The following issues do not qualify as a defective product:
- Minor looseness
- Package condition
- Minor cosmetic paint issues (e.g. tone inconsistencies, or paint misapplication smaller than 5mm, as these are considered variances within the production process)
***Please note that we cannot provide replacements for any collectible items that have been on the market for 8 months or longer and Item replacement is subject to manufacturer availability
Replacement Requests
If it has been less than 90 days from the receipt/delivery date, or if you purchased the product directly from Bandai Namco at a convention/pop up event and have the Bandai Namco sales receipt, please fill in the “Product Replacement Form” at the bottom of this page. You will also be required to provide the following images:
- Defective part
- Full receipt (place of purchase, date of purchase, and item name all clearly visible)
- Bandai Namco Toys & Collectibles warning sticker on the item’s packaging
- UPC Code
We request that you please DO NOT ALTER, CROP or ZOOM any of the images attached to this form. Please provide images in their original format, as alterations may slow down the review process.
***To submit an inquiry for Premium Bandai returns and replacements, please visit the following link: