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Return Policy

BANDAI NAMCO Entertainment Store Returns Policy 

Effective Date: 12.6.21 

All eligible returns, exchanges, cancellations and refunds are subject to this Returns Policy and BNEA’s express prior written authorization. This Returns Policy is subject to the BANDAI NAMCO Entertainment Store Terms of Service and Privacy Policy, which are incorporated herein by reference. BNEA reserves the right to refuse any return, exchange cancellation, or refund to the extent allowed by applicable law. Certain Products may be subject to a Limited Warranty.  For more information, please visit: https://www.bandainamcoent.com/legal/bnea-limited-warranty 

Product Returns

We want you to be satisfied with your purchase. Physical Products that are unopened and remain in their original condition may be returned within 30 days of the delivery date for the shipment for a full refund, subject to the process outlined below.  

ALL RETURNS MUST BE PROCESSED BY AND AT THE DISCRETION OF OUR STORE CUSTOMER EXPERIENCE TEAM. RETURNED ITEMS RECEIVED WITHOUT THE APPROPRIATE LABELING OR WITHOUT FOLLOWING THE INSTRUCTIONS PROVIDED BY THE CUSTOMER EXPERIENCE REPRESENTATIVE WILL NOT BE ELIGIBLE FOR A REFUND OR EXCHANGE.  

Customers are responsible for any shipping fees for Product Returns to our facility, unless otherwise noted by our Customer Experience Representatives.  

BNEA does not cover shipping or customs expenses for international Returns (returns from outside the continental USA (e.g.,Hawaii and Alaska). 

Customers returning eligible Products must include the original Product Receipt or Invoice in their Returns shipment.   

To initiate a Return for an eligible Product, contact our Customer Experience team of Representatives via our Customer Experience Help Center including “PRODUCT RETURN” in the subject line.  Items must be returned unopened in their original “new” condition, including all componentslabels and tags If the Product is software/video game or Collector’s Edition and you have broken the seal, you may no longer be entitled to a Return and Refund.   

BNEA does not take title to the Returned Products until the items arrive at the designated Returns facility.  

Refunds are issued at BNEA’s sole discretion and are not guaranteed. 

In addition to the BNEA Limited Warranty for certain ProductsCustomers have thirty (30) days to return faulty, damaged or broken items. If you believe that the item(s) you received is faulty, please contact our Customer Experience Team via our Customer Experience Help Center including “FAULTY PRODUCT” in the subject line within 30 days of the delivery date for the shipmentCustomers should provide as much information as possible including, if possible, photographs of any damage observed.  Upon receiving and reviewing the information, the BNEA Customer Experience Team will provide Returns information and processing directions.  Customers may request an Exchange or Refund for Faulty products.  Exchanges will only be possible if there is available stock.  If the Product is no longer available a Refund will be granted. If an Exchange is available, BNEA will bear any shipping costs 

All purchases of Digital Products (e.g Steam keys) are final and are not refundable, transferable, or exchangeable. Your order will be complete and deemed accepted by you once the digital code is delivered to the email address associated with your Order.  
 

If you have having problems redeeming your digital product, please contact the appropriate Customer Service team: 

  • Valve PC/STEAM - HELP 

  • Sony PlayStation - HELP 

  • Microsoft Xbox - HELP