At Max Factory Shop, we take pride in delivering premium collectible figures with the same care we expect as fellow enthusiasts. However, we understand that sometimes a return or exchange may be necessary. This policy outlines our collector-focused process to ensure your complete satisfaction.

Eligibility for Returns/Exchanges

To be eligible for a return or exchange:

  • Item must be in original, unopened condition with all packaging intact
  • Request must be made within 15 days of receiving your shipment
  • Original proof of purchase must be provided

Please note: Due to their collectible nature, opened Bishoujo Figures and Scale Figures cannot be returned unless defective. All sales of Figure Accessories are final once shipped.

Return/Exchange Process

  1. Contact Our Collector Support: Email [email protected] within 15 days of delivery with your order number and reason for return/exchange.
  2. Receive Authorization: Our team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package Securely: Repackage the item in its original packaging with all protective materials. Include a copy of your invoice.
  4. Ship to Us: Send the package to our warehouse at:
    Max Factory Returns
    368 Jehovah Drive
    Waynesboro, US 22980
  5. Inspection & Processing: Allow 3-5 business days for inspection upon receipt. We’ll notify you once processed.

Return Shipping Costs

  • For defective/wrong items: We’ll provide a prepaid return label
  • For other returns: Customer pays return shipping
  • Exchanges: Customer pays shipping both ways unless our error

Refund Timeline & Methods

Once your return is approved:

  • Credit Card/PayPal: Refund processed within 3-5 business days, appears in 5-10 business days depending on your financial institution
  • Original Payment Method: Funds will be returned to the original payment method used
  • Store Credit: Available immediately upon request

Exchange Options

For exchanges of equal value:

  • We’ll ship your replacement once we receive the returned item
  • For higher-value items: You’ll pay the difference after return credit is applied
  • Availability of replacement items not guaranteed

Return Request Template

Use this template when emailing your return request:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Max Factory Collector Support, I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date]. Item Name: Reason for Return/Exchange: Preferred Resolution: (Refund/Exchange for [Specific Item]) I confirm the item is in its original, unopened condition with all packaging intact. Please provide instructions for completing this process. Best regards, [Your Full Name] [Your Contact Information]

Damaged or Defective Items

If your collectible arrives damaged or defective:

  • Contact us within 48 hours of delivery
  • Include photos of the packaging and damaged item
  • We’ll prioritize your case and typically resolve within 3 business days

We appreciate your trust in Max Factory Shop and are committed to making the return process as smooth as possible for our fellow collectors. For any questions, please contact our Collector Support Team at [email protected].

Last Updated: [Insert Date]