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. No refund will be made of the initial installment under any payment plan. 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.
  • 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:

    1. 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;
    2. Spare or replacement parts will be sent to you; or
    3. 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.
Obtaining an RA number
Phone:+1 (925) 270-3739 E-Mail: support@factoryent.com

Deposits

If specified on the payment page for the product, a non-refundable deposit may be required to hold a pre-order. A non-refundable deposit will not be refunded under any circumstances, unless the product is canceled by Factory Entertainment, Inc.

Single Payment & Payment Plan Details

If you selected the "Single Payment" option when adding an in stock item to your cart, your account will be authorized and charged after your order is placed for that item. If you selected the "Single Payment" option when adding a pre-order item to your cart, your payment method will not be charged at that time, unless a non-refundable deposit is required. You will be charged the balance and will receive a separate email with tracking information for your shipment once the item(s) ships. Expected availability status is located on each product page beneath the price and above the Product Code.

If you selected "Payment Plan" when adding an in stock or pre-order item to your cart, you will be charged the initial installment and any applicable shipping and taxes during checkout. However, if you selected "Payment Plan" when adding a pre-order item to your cart that is not expected to ship within approximately three months from the date of order, you will only be charged the applicable non-refundable deposit during checkout and you will be charged the initial installment and any applicable shipping and taxes approximately three months prior to the expected ship date (please note that actual ship dates may be later than expected ship dates). All remaining installments will be charged monthly after the initial installment until the balance is paid. If a non-refundable deposit was charged at the time of checkout, it will be applied against the final installment. The initial installment is non-refundable in the event of order cancelation, return, or default on future installments.

In stock items on a payment plan will ship once the full balance for the item has been paid in full. Pre-order items on a payment plan will ship once the full balance for the item has been paid in full and once the product arrives in stock. If your order contains both in stock and pre-order items, we will ship the in stock items when the balance is paid in full and the pre-order items will follow in as a separate shipment when they arrive in stock and once the balance is paid in full. The status for the order in your factoryent.com account screens will show as shipped; this only refers to the in stock items.

Any orders which are not paid for in full within 30 days after an initial request for final payment has been sent may be canceled by us, in our sole discretion. In that event, any non-refundable deposit will be forfeited, but any other amounts previously paid on a payment plan will be refunded. 

Any date given for pre-order availability is a forecast and may be subject to change.

If there are any issues with your order we will contact you directly.

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.

UK Shipments

Due to Brexit and United Kingdom policy changes, all orders shipping to the UK must have a combined product total of $199.99 or more, not including shipping and handling charges.

Any orders received that contain a combined product total lower than $199.99 will not be shipped, and one of our customer service representatives will reach out to you to discuss available options. If we are unable to reach you within 2 weeks of placing an order that is lower than $199.99, the order will be canceled.

In the event that an order consisting of a combined product total of $199.99 or more contains a pre-order item, the order will not ship until the pre-order item is ready to ship unless the in-stock items by themselves have a combined total of at least $199.99.  In that event, the in-stock items will ship and the pre-order item, when it arrives in-stock, will be treated as a new order for purposes of the $199.99 minimum requirement.

All United Kingdom orders are subject to our terms and conditions, which can be viewed by clicking here.


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