Sugo Toys takes pride in ensuring that your goods have been carefully picked are packed with care to ensure that your item is not only of the highest possible quality but that it arrives safely at your nominated delivery address. However, sometimes items do become damaged in transit or there is some form of manufacturing defect thereby making the goods unfit for their intended purpose. If this is the case with your item please contact Sugo Toys immediately via email to support@sugotoys.com.au.

Customers who have purchased from Sugo Toys should note that all returns/exchange enquiries must be received by Sugo Toys within 7 days of you receiving your goods at your nominated delivery address. A Sugo Toys customer support representative will be in contact with you within 3 business days after receiving your enquiry. Upon receiving notification of damage or a manufacturing defect, we may request photographic evidence of the parcel and/or the particular product that has the issue. We will review this photo and contact you at our earliest convenience to discuss your options in relation to the product issue.

Defective items

Sugo Toys will only issue refunds, exchange products and/or issue store credit if the defective item is returned to us in exactly the same condition it was received by the customer. Sugo Toys will cover the return shipping cost of the defective item within Australia. International buyers will be responsible for paying return postage.

We are unable to offer exchanges, refund or compensation for:

  • Minor packaging/art box damage, light wear and tear (minor bends, creases, dented corners)
  • Minor manufacturing defect or QC issues affecting random pieces.
  • Minor paint over or under sprays.

Change of Mind

Sugo Toys does not offer refunds for change of mind. In the event you would like to return your item for another product or store credit, the customer is liable for any and all shipping costs associated. The item must be returned to Sugo Toys in exactly the same condition as it was received by the customer, a 15% restocking fee might be applied. You must contact Sugo Toys to discuss any exchange within 7 days of receiving your item. Sugo Toys reserves the right to refuse any return of a product due to change of mind.

Pre-order Products

Preorders deposit are non-refundable and non-transferable. Cancellation fee may apply

for details, please check our pre-order policy.

Refunds

All refunds are at the discretion of Sugo Toys. Unless your item is deemed defective or is different from what was advertised you will not be entitled to a refund.

In the event of a refund, you will receive your money in the same manner and currency in which you paid ie. Credit Card, PayPal, Bank Transfer.

Chargeback Disputes and PayPal Claims

In general, we STRONGLY recommend contacting our Customer Support team via email rather than initiating a chargeback dispute or submitting a PayPal claim if you have an issue. Initiating a chargeback dispute or PayPal claim only prolongs your resolution and virtually eliminates the options we have to assist you.

Please keep in mind that any accounts with pending chargebacks or PayPal claims for any reason could result in a permanent suspension of your account.