Notice and Apology Regarding Paintwork Defect in Selected Products
2025.07.11
Thank you for your continued support of Good Smile Company products.
This is to inform you that certain products sold by our company from late September 2024 onward have been found to have defects in the paintwork, which developed over time. We sincerely apologize for any inconvenience this has caused to customers who have purchased the affected products.
Affected Products
- Good Smile Company / Sakura Miku: Hanami Outfit Ver. (shipped from 24 April 2025)
- Good Smile Company / Miyako (Swimsuit): Memorial Lobby Ver. (shipped from 16 May 2025)
- Max Factory / Hatsune Miku: Blue Archive Ver. (shipped from 20 September 2024)
- Good Smile Arts Shanghai / Shinano: Dreams of the Hazy Moon (shipped from 10 March 2025)
The exact cause of the defect is still currently under investigation. The findings identified so far are as follows:
- It has been discovered that a discoloration, attributed to the UV coating agent used in the finishing process of the paintwork, occurs in affected products.
- It has not been confirmed that this defect occurs uniformly in all units of the affected products. Factors such as storage conditions and individual product differences may contribute to the manifestation of the issue. In some cases, the defect may not occur at all.
- It has also been confirmed that, depending on the degree of the defect, some of the staining can be removed by wiping the affected area with water.
Affected Areas
Bare skin excluding head parts
Details of Defect
Over time, discoloration not visible at the time of inspection may occur.
Support Provided
For parts of the affected products that have developed signs of this issue, we will offer either an exchange for newly manufactured replacement parts or a return/refund.
Please note that the specific support options and the applicable period will vary depending on the condition of the product (whether or not the issue is present). We apologize for the inconvenience, but kindly ask that you review the details below and proceed with the necessary steps.
For Customers with Defective Products
Products with parts exhibiting symptoms of the defect will be replaced with remanufactured parts or returned/refunded.
Please contact us using the inquiry form within the specified inquiry period, attaching a photo that shows the defective part along with your preferred support method. A customer support representative will reply with further information regarding the procedure.
*Inquiry form details are listed at the bottom of this announcement.
Support Period
11 July 2025 to end July 2026
*Inquiries received August 2026 and later will be handled with replacement parts while stocks last.
For Customers Residing Outside of Japan
If you would like to request for a return or refund, please contact the store you purchased from directly.
*For customers overseas who purchased the affected products from the Good Smile Company Online Store, please contact the Good Smile Company Customer Support Team using the inquiry form listed at the bottom of this announcement.
Customers with Products that Do Not Currently Display Symptoms
Inquiries received by 30th August 2025, regardless of symptoms, will be sent replacement parts.
If your product does not exhibit symptoms currently but you would like to request for replacement parts just in case, please contact us using the inquiry form by the application deadline listed below. A customer support representative will contact you with further information regarding the procedure.
*Inquiry form details are listed at the bottom of this announcement.
Deadline for Replacement Request
30 August 2025
*Request for replacement parts will only be accepted after the deadline for products that actually display symptoms of the defect.
Examples
If paintwork defect symptoms are present on 15 September 2025, but product was not defective on 11 July 2025:
Support will be provided via a refund or replacement parts.
If paintwork defect symptoms are present a year and two months later, but product was not defective on 11 July 2025:
Inquiry will be handed with replacement parts while stocks last.
If the product was not defective on 11 July 2025 and a request for replacement parts for made on 15 September 2025 despite no defects present at the time of request:
Replacement parts will not be provided. We apologize for the inconvenience.
Newly Manufactured Replacement Parts
The following parts (pictured in images below) wil be remanufactured as replacement parts. Replacement parts will be packaged in dedicated blister packaging within white boxes when delivered.
Good Smile Company / Miyako (Swimsuit): Memorial Lobby Ver.
Max Factory / Hatsune Miku: Blue Archive Ver.
Good Smile Arts Shanghai / Shinano: Dreams of the Hazy Moon
Applying for Replacement Parts/Return/Refund via the Inquiry Form
① Visit the Good Smile Company Customer Support website: https://support.goodsmile.com/hc/en-us
② Click "Submit a request" at the top right of the page.
③Select the "Inquiry Form for Notice and Apology Regarding Paintwork Defect in Selected Products" from the form dropdown list.
④ Fill in all required fields.
If you require any clarifications regarding this issue, please contact the Good Smile Company Customer Support team.
We will continue to investigate the cause of this issue and an announcement will be made once details have been confirmed.
If you are experiencing similar symptoms with other products not listed in this announcement, please contact our customer support team. We will investigate internally and respond to inquiries individually.
Once again, we sincerely apologize for any inconvenience this has caused.
Good Smile Company