Recently, Prime 1 Studio published a statement regarding our Customer Harassment Policy. Following its publication, we received valuable feedback from members of our community and recognized that the message did not fully reflect our intentions.

The purpose of the policy was to establish guidelines for protecting our employees from abusive conduct, in line with workplace practices that are becoming increasingly common in Japan. However, we understand that the wording may have created confusion and may not have adequately conveyed our respect and appreciation for our customers.

We would therefore like to clarify that nothing in this policy changes the rights of our customers. Any rights relating to returns, refunds, exchanges, cancellations, warranties, or other remedies available under applicable laws or our terms and conditions remain unchanged.

We welcome questions, concerns, complaints, and constructive feedback. Open communication with our customers is essential to improving our products, services, and overall customer experience.

The policy is intended only to address conduct that goes beyond normal customer communication, including threats, discriminatory remarks, abusive language, personal attacks, or repeated harassment directed toward members of our team.

Our objective is to maintain a respectful environment for both customers and employees while continuing to provide the highest level of service and support possible.

We also recognize the frustrations that can arise from production schedules, shipping delays, and other challenges. We remain committed to improving our operations and appreciate the patience and understanding shown by our customers around the world. Prime 1 Studio would not exist without the support of the collector community. We value the trust you place in us and remain dedicated to delivering products and experiences worthy of that trust.

We sincerely thank you for your continued support.

Prime 1 Studio