Refund Policy

Refund Policy

All sales are final. Gematsu uses a dropshipping provider to custom-make each order as they are received. Therefore, we do not accept returns or issue refunds. If there is a defect with an order, we will offer a replacement of the same product and size if reported within 30 days via e-mail to store.sales@gematsu.com.

Review your information. Once an order is completed, you cannot edit or cancel your order. If you make a mistake on your order, please contact us via e-mail at store.sales@gematsu.com as soon as possible and we will try to help. However, we cannot guarantee we will be able to make the requested modifications.

Dropshipping is provided by Printful. Printful is a print product fulfillment service that prints and ships our products. If a shipment is lost, it is the customer's responsibility to file their claim with the shipping carrier. Printful will not provide any refunds or resend the product.

Reasons for return include the following:

  • Wrong Address: If you provide an address that is considered insufficient by the shipping provider, the shipment will be returned to Printful headquarters at 19749 Dearborn St, Chatsworth, CA 91311. You will be liable for reshipment costs once we have confirmed an updated address with you.
  • Unclaimed: Shipments that go unclaimed are returned to Printful headquarters, and you will be liable for the cost of a reshipment to you.
  • Returned by Customer: It is best to first contact us via e-mail at store.sales@gematsu.com before returning any product. This is because the return address on your invoice is Printful headquarters in California and they do not offer any refund orders for buyer’s remorse, or for size exchanges as each order is custom-made for each customer. Therefore, a new order would need to be placed for an updated size. We apologize for the inconvenience.