How do I return an item?
We strive to ensure that our products reach you in perfect condition. However in the unlikely event that you are not fully satisfied with one of our products please take a moment to familiarize yourself with our return policies. The policy that applies to your product depends on how you purchased it, so please review the three alternatives below to see which fits your situation.
You purchased a product directly from Factory Entertainment
Products purchased directly from Factory Entertainment may be returned to us for any reason by the original purchaser during the 30 thirty days following receipt from us. This policy covers only product purchased directly by consumers from Factory Entertainment; It does not cover products purchased from any other retailers or resellers, or products purchased on the secondary market. i.e. online auction sites.
WE STRONGLY RECOMMEND THAT YOU OPEN AND FULLY INSPECT ALL PRODUCTS PURCHASED DIRECTLY FROM US IMMEDIATELY UPON RECEIPT TO TAKE ADVANTAGE OF THE RETURN RIGHTS DESCRIBED IN THIS SECTION. NO REQUESTS TO RETURN PRODUCTS WILL BE ENTERTAINED OUTSIDE THE 30 DAY PERIOD.
You must contact us for a Returns Authorization (RA) number prior to returning any product to us. We cannot accept any returns without a valid RA number. See below for instructions on how to obtain an RA number.
- Unwanted Items
If for any reason you are not satisfied with a product you have purchased directly from us, you may return the product within 30 days of receipt for a refund*. All products must be returned to us in their original packaging in the same condition they were supplied. This means that all products must be returned intact with all contents and all original packaging including brown outer cartons if applicable. Unwanted products must be accompanied by their original receipt or bill of sale. Unwanted products must be received by Factory Entertainment within the 30 day period to be eligible for a refund. You are responsible for all shipping costs when returning unwanted products to us. You are also responsible for ensuring that products are returned safely and securely. We reserve the right to refuse a refund on any products which appear to us, in our sole judgment, to have been damaged due to customer or third-party mishandling, abuse or misuse or due to improper or insufficient return packaging. At the discretion of Factory Entertainment, Inc., we reserve the right to assess up to 15% of the product price of any returned product, regardless of condition, as a restocking fee. We are not responsible for any damage or loss suffered when returning products to us.
*The refund received will be for the purchase price of the product but will not include any shipping charges paid. In the event that the returned item(s) were purchased with free, discounted or flat rate shipping, the actual cost of shipping paid by Factory Entertainment may, in our sole discretion, be assessed and deducted from the refund amount.
Obtaining an RA number
- Damaged or Defective items
In the unlikely event that product arrives damaged or in defective condition, please contact us immediately to obtain an RA number. You will be asked to clearly identify the damage/fault so we can provide you with the best solution. At our option, either:
- The product will be replaced with a new product, in which case you will be asked to return the faulty product to us and will be provided with prepaid shipping labels for that purpose;
- Spare or replacement parts will be sent to you; or
- You will be offered either a full refund (exclusive of shipping charges) or an exchange for other product of the same value.
Any product that appears to us, in our sole judgment, to have been damaged intentionally or as a result of customer or third-party mishandling, abuse or misuse will not be replaced, repaired or refunded. Any products shipped to customers outside the United States that are damaged in customs inspection will only be replaced, repaired or refunded in Factory Entertainment’s sole discretion.
Phone:+1 (925) 270-3739 E-Mail: firstname.lastname@example.org
You purchased a Factory Entertainment product from a retailer (physical store or third party website, including eBay Shops and Amazon Marketplace merchants).
If you purchased our product from a retailer other than Factory Entertainment please contact the retailer directly with any replacement and/or refund inquiries.
You must contact the retailer directly with all refund and/or exchange queries. We cannot issue direct refunds or replacements for any of our products sold by retailers for any reason.
If the retailer you purchased the product from is a direct wholesale customer of Factory Entertainment and the product is covered by both our wholesale return/exchange policy and the individual policies of that retailer/vendor we will work with them to resolve your situation.
Due to the limited edition nature of our products, we cannot guarantee that any product can be replaced at the time of return or that damaged specific edition numbers can be replaced with the same number. In that case, a substitution or refund will be offered to the vendor and in turn to you.
You purchased a Factory Entertainment product through an auction or private resale.
If you purchased our product through an auction or private resale, please contact the seller directly with any replacement and/or refund inquiries.
You must contact the seller directly with all refund and/or exchange inquiries. We cannot issue refunds or replacements for any reason for any of our products sold via auction or by resellers who are not wholesale customers of Factory Entertainment.
The return policies described above constitute our limited warranty with respect to the products sold by us, and are in lieu of all other warranties, express or implied, including the warranties of merchantability and fitness for a particular purpose
If you've placed a pre-order, you will receive an e-mail notification approximately 14 to 21 days prior to stock arriving in our warehouse. The balance of the price for the pre-ordered item will be charged to your credit card or other payment account once the item has shipped. The final payment will include all applicable shipping charges and taxes.
It is your responsibility to inform Factory Entertainment of any changes or adjustments to your billing and shipping details between the date of pre-order and shipment. If we receive any billing or shipping errors while attempting to complete your order, we will attempt to contact you via e-mail and/or phone to update all appropriate records and complete the order. You will then have 10 days from the date we contact you to provide alternative information to complete your order. If we are unable to contact you within 7 days after we become aware of a billing or shipping error or you do not adequately update your records within 10 days after we contact you, or if you state your intention not to take delivery of the item, the pre-order will be canceled and the deposit will be retained by us.
Shipping dates are only an estimate and are subject to change without notice. All updates regarding shipping dates will be sent via e-mail. Factory Entertainment's limited 30 day warranty starts when an item is delivered to you. Pre-orders are non-transferable and may be canceled by us at any time and for any reason, without notice.
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