For Pre-orders:

Pre-order arrival dates are only estimates, we cannot determine the exact arrival of figures. Upon arrival notices can only be made 1-2 weeks prior ; deposits are non-refundable. Pre-order arrival dates are simply estimates and not guaranteed; deposits are non-refundable. 

Delays may occur without notices. We are unable to return the down payment in the case that the preordered item is delayed. We can only provide a refund when the supplier cancels the pre order.

Down payment refunds are only permitted under the ff. conditions:

The supplier won't be able to fill your pre-order since the item is subject to allocation (Limited pre order slots). Subject to Allocation signifies that the producer only ships a certain number of the product per market. This can be notified before or after pre order deadline.

Damaged Items

Factory defects is not subject to exchange items nor refund. You can message Good Smile Company directly if you have any problems with the parts.
Support Link: https://support.goodsmile.com/hc/en-us/requests/new?ticket_form 

Items mishandled by the courier cannot be refunded as we are sending photos before shipment (independent of the checkout channel). Please work directly with the relevant Customer Service for Shopee/Lazada.