// 14-DAY ENQUIRY WINDOW // MAJOR DEFECTS: AU PRE-PAID LABEL // STORE CREDIT: 0% FEE, NO EXPIRY
// 04 - Returns & Refunds

Returns / policy.

Faulty, damaged, defective, or change of heart? Here is exactly how Sugo Toys handles every return - clearly, fairly, and in line with the Australian Consumer Law.

Enquiry window14 days from delivery
Response time3 business days
Refund timing5-7 days to process
04

How returns work.

// 01 - The process
// 01

Raise within 14 days

All return enquiries must reach us within 14 days of you receiving the item. Outside that window, returns are not eligible.

STEP 01 ->
// 02

Email support

Send your order number, the item, and what is wrong to [email protected]. Photos of the parcel and the product help us resolve faster.

STEP 02 ->
// 03

We respond in 3 days

A Sugo support representative replies within 3 business days. We may request additional photos before approving the return.

STEP 03 ->
// 04

Send it back

For major defects inside Australia we provide a pre-paid return label. For change of mind and international returns the customer arranges shipping.

STEP 04 ->
// 05

We inspect

Once your return arrives we inspect it against your reason and original photos, then email you the outcome.

STEP 05 ->
// 06

Refund processed

We process refunds within 5-7 business days of receiving the return. Banks then take up to 14 business days to post the funds.

STEP 06 ->

Major vs minor defects.

// 02 - How we classify issues
// 01 - Major defect

We cover it.

Broken or missing parts. Misassembled figures. Paint flaws clearly visible from 1 metre under normal lighting. Unusable or severely damaged joints. Large cracks or structural damage. AU customers: pre-paid return label, then replacement, free repair, or refund. International: customer arranges return; partial shipping reimbursement may apply after review.

// 02 - Minor imperfection

Subject to review.

Paint over or underspray not visible from 1 metre. Small chips not visible from 1 metre at a normal angle. Dents, bends, or creases on the outer packaging or art box. Random QC marks on non-essential parts. Mild surface scratches or seam line inconsistencies. We may offer replacement parts, exchange, or repair subject to availability. Collector covers shipping, handling, and repair costs.

Change-of-mind refund fees.

// 03 - In-stock orders only

Pre-orders are not covered by these fees. If you want to cancel a pre-order, the pre-order policy applies instead - deposits are non-refundable and cancellation fees may apply. The 0% and 5% fees below are for in-stock orders only.

// 01 - Recommended

Store credit

Fee: 0%. Issued to your Sugo wallet, no expiry, applies to any future order. Fastest refund path - we can issue on the spot. Original shipping and insurance charges are not refunded if the order has already shipped.

// 02

All other methods

Fee: 5%. Flat administration fee covering non-refundable processing costs from card, PayPal, bank transfer, AfterPay, Partial.ly, and other gateways. Refund reverses to the original payment method. Original shipping and insurance charges are not refunded if the order has already shipped.

Special policies.

// 04 - Statues, electrical, pre-orders
// 01

Statues

Resin and polystone statues are dispatched factory-sealed in original heavy-duty cartons. Small breaks, clean snaps, or paint scratches can occur in transit. We will pursue replacement parts with the manufacturer where possible, but replacement is not guaranteed. No refund, exchange, or compensation for minor issues on statues.

// 02

Electrical products

Display boxes, spray-painting booths, and dryers carry a 6-month factory warranty from purchase. We cover return and redelivery shipping for in-warranty defects. Damage from over-voltage, fast chargers, modifications, or misuse is not covered.

// 03

Pre-orders

Pre-order deposits are non-refundable and non-transferable. Cancellation fees may apply. Full terms are in the pre-order policy.

What we cannot refund.

// 05 - Excluded categories
// 01

Gift cards & digital

Gift cards, store credit, and any other digital products are non-refundable.

EXCLUDED ->
// 02

Ichiban Kuji

All Ichiban Kuji prizes are final sale once drawn or shipped.

EXCLUDED ->
// 03

Minor cosmetic only

Items where the only issue is a minor cosmetic imperfection as defined above.

EXCLUDED ->
// 04

Big & bulky over 10kg

Items in excess of 10kg per piece (statues, oversize cartons) are not eligible for change-of-mind returns.

EXCLUDED ->
// 05

Bulk purchase

Orders of more than 5 units of one product are excluded from change-of-mind returns.

EXCLUDED ->
// 06

Special & first batch

Custom orders, special orders, and first or overseas batch products. Used, modified, or altered items.

EXCLUDED ->

The fine print.

// 06 - Full policy text

Your rights under Australian Consumer Law

Nothing in this policy reduces the rights you have under the Australian Consumer Law. If a product is faulty, not as described, or not fit for purpose, you are entitled to a remedy regardless of any timeframe stated below.

Faulty, damaged, or incorrect items

Sugo Toys takes pride in carefully picking, packing, and shipping every order. If your item arrives damaged in transit or with a manufacturing defect, contact us immediately at [email protected]. Include your order number, clear photos of the parcel and the product, and a short description of what is wrong. A representative will respond within 3 business days. We classify each case as a major defect or minor imperfection per the criteria above, and resolve accordingly.

For Australian customers we offer a Local Repair Guarantee on eligible items.

Change of mind

You may return an item within 14 days of delivery for a store-credit refund of the item price, less any cancellation fees (such as pre-order or payment-plan fees) and the original shipping cost. The collector covers all return shipping costs.

  • The item must be returned in the same condition it was sent.
  • Send back all figures, accessories, bases, original packaging, and outer shipping cartons. Incomplete returns may delay your refund.
  • Items that arrive with excessive damage from improper repacking are subject to an additional fee, typically 15% of the product price.
  • If you would like packing tips before sending an item back, ask us.

Refund fees (in-stock orders only)

Refund fees apply only to change-of-mind cancellations on in-stock orders. Pre-order cancellations are handled separately under the pre-order policy. There are two options: 0% fee for store credit, or a 5% administration fee for any other refund method (card, PayPal, bank transfer, AfterPay, Partial.ly, and other gateways). If the order has already shipped, the original shipping and insurance charges are not refunded.

Storage fee

If an item remains unpaid or uncollected for more than 30 days, an additional 10% storage fee may apply. This covers storage and handling resources used to hold the order.

Refund processing

All refunds are at the discretion of Sugo Toys. We process approved refunds within 5-7 business days of receiving the return. Banks then take up to 14 business days to post the funds to your original payment method, depending on your financial institution.

Chargeback disputes and PayPal claims

We strongly recommend contacting our Customer Support team via email instead of initiating a chargeback dispute or PayPal claim. Initiating a chargeback only prolongs your resolution and limits the options we have to assist you. Accounts with pending chargebacks or PayPal claims raised without first contacting us may be permanently suspended.

How to start a return

Email [email protected] or use the contact form. Include your order number, the item, the reason, and photos. We aim to respond within 3 business days.

Common questions.

// 07 - FAQ

How long do I have to raise a return?

+

All return enquiries must be received within 14 days of you receiving the item. Outside that window we cannot process a return, refund, or credit.

What is a major vs a minor defect?

+

Major: broken or missing parts, misassembly, paint flaws visible from 1 metre, unusable joints, large cracks. We cover these.

Minor: paint issues not visible from 1 metre, small chips not visible from 1 metre, packaging dents, QC marks, mild scratches. Subject to review and customer-paid shipping if a remedy is offered.

Who pays for return shipping?

+

Major defect inside Australia: we provide a pre-paid label.

Major defect international: customer arranges and pays return shipping; we may reimburse a portion after review.

Minor imperfection or change of mind: customer pays return shipping.

How fast does Sugo respond?

+

A Sugo support representative responds within 3 business days of receiving your enquiry. Photos with your initial email speed things up.

How long does the refund take after my return arrives?

+

We process approved refunds within 5-7 business days of receiving the return. Banks then take up to 14 business days to settle the funds, depending on your financial institution.

Why is there a refund fee on change-of-mind returns?

+

The fee covers non-refundable processing costs we already paid to the payment provider. Store credit refunds carry no fee. All other refund methods (card, PayPal, bank transfer, AfterPay, Partial.ly, and other gateways) carry a flat 5% administration fee. If the order has already shipped, original shipping and insurance charges are not refunded. These fees do not apply to pre-order cancellations - see the pre-order policy.

What about statues that arrive with small damage?

+

Statues are dispatched factory-sealed. Small breaks or paint scratches can happen in transit. We will pursue replacement parts with the manufacturer if possible, but replacement is not guaranteed. We do not offer refund, exchange, or compensation for minor issues on statues - please consider this carefully before purchase.

Are electrical products covered?

+

Yes - display boxes, spray-painting booths, and dryers carry a 6-month factory warranty. We cover shipping both ways for in-warranty repairs. Damage from over-voltage, fast chargers, misuse, or modifications is not covered.

Can I cancel a pre-order?

+

Pre-order deposits are non-refundable and non-transferable. Cancellation fees may apply. Full terms are in the pre-order policy.

Should I open a chargeback or PayPal claim?

+

Email us first at [email protected]. Chargebacks prolong resolution and limit what we can do for you. Accounts with chargebacks raised without first contacting us may be suspended.

// READY TO START

Got a return to file?

Most returns are sorted in a single email. Send your order number, the item, and a couple of photos - we will take it from there.

Start a return ->

// QUICK CHECKLIST

Before you email us

  • Order number (starts with SG)
  • Item name and exactly what is wrong
  • Photos of the item and the outer carton
  • Preferred outcome - refund, replacement, repair, or store credit

Send everything to [email protected] and we will reply within 3 business days.