Products purchased directly from Factory Entertainment may be returned to us for any reason by the original purchaser during the thirty (30) days following purchase from us. This policy covers only products 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, e.g. online auction sites, or otherwise. In addition, this policy does not cover any custom or "made-to-order" products including, without limitation, any FE Masterworks™ products.
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. The refund issued will be for the purchase price of the product minus any shipping charges paid (including any customs duties, taxes and fees charged to Factory Entertainment) and any non-refundable amounts charged to Factory Entertainment by any third-party credit card or other payment processor. 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. At the discretion of Factory Entertainment, we reserve the right to assess up to 15% of the product price of any returned product, regardless of condition, as a restocking fee. In lieu of a cash refund, Factory Entertainment may, in its sole discretion, elect to issue a store credit which may be applied to the purchase of other Factory Entertainment products. Any refunds or credits of products purchased with currency other than US dollars will not exceed the US dollar price of the product at the time of purchase.
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 shipping boxes/outer cartons if applicable. Returned products must be accompanied by their original receipt or bill of sale. Returned 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. We are not responsible for any damage or loss suffered when returning products to us.
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.
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.
Factory Entertainment warrants (“Limited Warranty”) to the initial purchaser that purchases a product directly from Factory Entertainment or an authorized Factory Entertainment retailer who purchased from us, that the product will be free from defects in workmanship and materials for a period (“Limited Warranty Period”) of the earlier of ninety (90) days after the date that you purchased the product or one hundred and eighty (180) days after the authorized Factory Entertainment retailer purchased it directly from us. This Limited Warranty does not apply to used or previously displayed merchandise or to normal wear and tear and does not cover refund, repair or replacement if the product is damaged by tampering, misuse, accident, abuse, neglect, improper installation or setup, improper care and maintenance, alteration of any kind, disaster, defects due to repairs or modifications made by anyone other than Factory Entertainment or an authorized service representative of Factory Entertainment.
THIS LIMITED WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, WHETHER EXPRESSED, IMPLIED, OR STATUTORY, INCLUDING WITHOUT LIMITATION ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE.
To verify whether a retailer is an authorized Factory Entertainment retailer, please contact us at email@example.com.
In the unlikely event that a product you purchased directly from Factory Entertainment arrives damaged or in defective condition, please contact us immediately to obtain an RA number as described below. You will be asked to clearly identify the damage/fault and to provide photographs so that we can provide you with the best solution. Upon verification of coverage, an RA number will be issued and a prepaid return label will be provided to you. If a product you purchased from an authorized Factory Entertainment retailer arrives damaged or in defective condition, please contact the retailer you purchased it from. Factory Entertainment will work with the authorized retailer to verify warranty coverage and to provide a replacement product or replacement parts.
Factory Entertainment will inspect all product returned for warranty service and, upon determination that warranty coverage applies, Factory Entertainment will, at its sole election, either (1) replace the product with the same item, although not necessarily the same limited edition number, (2) repair the product, (3) supply you with replacement parts or (4) if the product was purchased directly from us, issue a refund for the purchase price or, in our sole discretion, a store credit which may be applied to the purchase of other Factory Entertainment products. Any refunds or credits of products purchased with currency other than US dollars will not exceed the US dollar price of the product at the time of purchase.
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, or to have not been in new, unopened condition when purchased by the customer will not be replaced, repaired, refunded or credited. Any products shipped to customers outside the United States that are damaged in customs inspection will only be replaced, repaired, refunded or credited in Factory Entertainment’s sole discretion. Damaged brown shipping boxes/outer cartons where the product is not affected will not be replaced, nor will color retail boxes which suffer damage that is judged by Factory Entertainment, in its sole discretion, to be minor. Nevertheless, Factory Entertainment may offer to supply you, to the extent supplies permit, with a replacement retail box upon payment of applicable shipping charges.
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.
NO WARRANTIES, EXPRESS OR IMPLIED ARE MADE WITH RESPECT TO ANY PRODUCT THAT IS PURCHASED OTHER THAN DIRECTLY FROM FACTORY ENTERTAINMENT OR AN AUTHORIZED FACTORY ENTERTAINMENT RETAILER WHO PURCHASED DIRECTLY FROM US. IF YOU DID NOT PURCHASE THE PRODUCT DIRECTLY FROM FACTORY ENTERTAINMENT OR AN AUTHORIZED FACTORY ENTERTAINMENT RETAILER WHO PURCHASED DIRECTLY FROM US, YOU SHOULD CONTACT YOUR SELLER FOR ASSISTANCE WITH ANY PRODUCT ISSUES.
Obtaining An RA Number
An RA number may be requested by phone or e-mail as follows:
Phone: +1 (925) 270-3739