Model Kit Return Policy Questions in Japan

New kit: what counts as a defect?

Ask how the seller handles missing factory parts, damaged runners and packaging damage. Keep the receipt and do not assume a crushed box alone has the same remedy as missing contents.

Secondhand kit: what condition was disclosed?

Returns may depend on whether opened bags, missing decals, damaged box or assembled parts were already disclosed. Save the condition label before leaving.

Match the support route to the purchase

Seller returns and manufacturer parts support have different rules. Check the route before paying.

1. Bought in person in Japan; suspected factory defect

BANDAI HOBBY's overseas-customer conditions cover Bandai plastic models purchased in Japan and exclude internet/mail-order purchases. Inquire within six months of purchase with receipt and product photos, each 1 MB or smaller. For a confirmed defect, the stated remedy is replacement, not refund. Some destinations cannot be served; import restrictions and customs charges remain the customer's responsibility. Do not assume delivery to your home country or before your flight.

2. Secondhand kit sold with a known missing part

A disclosed missing runner does not establish a factory defect. These policies do not establish eligibility for that used kit. Ask the seller what remedy, if any, applies to its disclosed condition. If replacement availability and total cost are unknown, compare with a complete alternative before buying.

3. Bought online or outside Japan

The Japan contact excludes internet/mail-order purchases, including orders from Japanese sellers. BANDAI NAMCO's U.S./Canada replacement policy requires both purchase and residence in the U.S. or Canada; it cannot ship to APO, FPO or PO boxes. Its ordinary request window is less than 90 days from receipt/delivery. It asks for original, unaltered photos of the defective part, full receipt, warning sticker and UPC. It also covers broken/lost model-kit components, with a maximum of six parts per kit purchase. Check its separate route for direct Bandai Namco convention/pop-up purchases with its sales receipt, plus product-age and availability limits and Premium Bandai support.

Outside these routes, check the seller or relevant regional official support before assuming eligibility.

Before leaving: retain the receipt, box, instructions and condition notes.

Manufacturer-policy sources checked October 9, 2026, for these three cases only. Acceptance, delivery timing and seller remedies are not guaranteed.

Does opening the box change the rule?

If you need to inspect contents at home, ask whether opening sealed inner bags affects return eligibility. Do not assume every retailer treats opened hobby products the same way.

Limited and tax-free purchases need separate questions

Limited availability does not eliminate consumer terms, and tax-free procedure does not define return policy. Ask both questions separately.

Five questions to save

1. Can this exact item be returned?
2. What problems qualify?
3. What deadline applies?
4. What happens if inner bags are opened?
5. What receipt/packaging is required?

Use seller-specific terms as evidence, not assumptions

Retailers can treat unopened new kits, secondhand items, opened inner bags and clearance goods differently. Surugaya's store network, for example, sells both new and used hobby goods, which is exactly why one broad “model kit return policy” cannot be assumed across categories. Ask the seller to state the rule for the exact item and condition shown on your receipt before leaving.

Surugaya Akihabara Plastic Model Store

Do not open more packaging than necessary before the rule is clear

If you intend to inspect the kit after returning to the hotel, first confirm whether opening the box or inner bags changes the seller's return treatment. Keep the receipt and condition tag until you are satisfied that the kit is complete.