Returns & refunds.
Effective: November 14, 2026 (draft, before launch)Special return clause (返品特約). Under Article 15-3 of Japan's Act on Specified Commercial Transactions, we do not accept returns or exchanges for change of mind, and the statutory 8-day return right for mail-order sales does not apply. Faulty, damaged or wrong items are always covered, as below.
1. What this policy covers
Built devices and DIY files bought directly from us on this website.
2. Cancelling a built device
Each device is made to order. You can cancel for a full refund until we start building yours; we show that as "In the workshop" on Track your order. After that, the order can't be cancelled.
3. No returns for change of mind
This includes ordering the wrong edition, or no longer wanting the device. Please read the device page and its requirements before you order.
4. Faulty, damaged or wrong items
Tell us within 7 days of delivery. Email us with your order number, a short description and photos or a video, and keep the packaging. We may ask you to try a few steps first. If we approve the return we send a return number and a prepaid label; items sent without a return number can't be accepted. After inspection we repair or replace the device, or refund it in full, including the original shipping, if we can't.
5. DIY files (digital downloads)
DIY files are delivered the moment you pay, so they can't be returned or refunded once downloaded. If a file is missing, corrupt or doesn't match its description, tell us: we'll fix it, or refund you if we can't. We can't refund because a print failed, a part was unavailable, or the build was harder than expected, so please read the parts list and requirements on the device page first.
6. Not eligible
- Drop, water or heat damage
- Damage from unsuitable power supplies or cables
- Opened or modified devices, or software other than ours installed on them
- Missing parts or packaging, and normal wear
7. Refunds
Refunds go to your original payment method within 14 days of approval; your bank may take longer to show them. Shipping is refunded only when the error was ours.
8. Refused or undeliverable parcels
If a parcel is refused or returned to us as uncollected, we refund the order minus the original and return shipping costs, or reship it if you pay the shipping again.
9. Your statutory rights
Nothing here limits your rights under the Consumer Contract Act or the Civil Code's provisions on non-conforming goods.
10. Contact
hello@nv13.io · Meta Studios Creative Agency KK, Tobu Bldg. 5F, 6-28-9 Jingumae, Shibuya-ku, Tokyo 150-0001, Japan.