PREMIUM BANDAI USA offers a replacement service for all eligible purchases made through our website (https://p-bandai.com/us). Products that arrive in a state that does not match the specifications of the item ordered, such as damaged or defective, are eligible for a replacement. We do not allow exchanges, returns, or offer refunds. Only if a replacement cannot be provided for the item purchased, a return/refund of the item may be considered.
The final product you receive may slightly differ in color, shade, texture, or other details from the images listed online, as these images may be prototypes intended for illustrative purposes. The specifications of pre-order products or products not yet in stock are subject to change.
For items that were damaged during transit with the courier, or any other questions or concerns regarding your order, please submit a ticket with us directly within 30 days of delivery at PREMIUM BANDAI USA Customer Service with your order number, along with a detailed description of the issue using the following URL:
https://pbandai.zendesk.com/hc/en-us/requests/new
For any concerns with the integrity of your item, such as missing components or defects, please submit a ticket to Bandai Namco Toys & Collectibles America (BNTCA) Customer Service within 30 days of delivery using the following URL:
https://www.bandai.com/pbandai-returns
You will be required to provide clear, close-up photos of the parts/items you are inquiring about, as well as photos of both the outer package and packaging to receive assistance.
Please include photos of the front, rear, left, right, top, and bottom of the product, as well as any other photos we may request.
BNTCA Customer Service will also require images of the BNTCA warning sticker and UPC code.
*Please note if you do not contact us within 30 days of delivery, you will be ineligible for assistance through our services.
*Only items purchased directly from PREMIUM BANDAI USA are eligible.
*If the outer carton and/or product packaging box is found damaged or collapsed, but the product inside remains intact, we will not offer a replacement. The packaging is meant for the protection of the item inside.
FAQ: See ”Nonconformity with Item Specifications/Damaged Items/Wrong Items”
FAQ: See ”PREMIUM BANDAI Customer Service”