YOUR SATISFACTION

 

IS OUR PRIORITY

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 [email protected] 

Customers who have purchased from Sugo Toys should note that all returns/exchange enquiries must be received by Sugo Toys within 14 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.

*Please Note* inquiry submitted outside of this window are ineligible for a return, refund, or credit. 

Defective or Damaged items

Items that arrive with MAJOR production defects can be exchanged or returned for a refund wtihin Australia. In these cases, Sugo Toys will assist our collectors in returning the item.
– For Australian collectors, we will provide a pre-paid label, when applicable.
– For international collectors, Sugo Toys does not cover international return shipping costs, you will need to use your local post or courier to return the item. You can get up to $45 USD reimbursement by paying the order with PayPal. (Click to view/activate PayPal return program)

Sugo Toys will provide exchange or replacement parts for the following MINOR issues based on stock availability (Exclude statues and custom ordered items). Collectors will be responsible for shipping and handling charges for MINOR issue returns.

  • 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.

SPECIAL NOTE for Statues

Statues made of resins or polystones are very fragile in nature. We send them out exactly the way they come in, factory sealed and in their original heavy duty shipping cartons. Although those statues are packed very well by the manufacturer, still there might be times where the statues arrive with small broken parts, clean snaps, or scratches on the paint. We can’t guarantee perfection in every single piece, If your statues do arrive with defects or damages, please contact us immediately with photos and the details of the issues you have. We will contact the manufacturer on your behalf to see if it is possible to get replacement parts, please note this is NOT a guarantee that you will receive a replacement for MINOR Issues.

Please consider carefully before you make your decision of purchase because we can’t offer refund/exchange/compensation for MINOR issues.

Change of Mind

You can return your item within 14 days for a store credit refund of the item price, less any cancellation fees (applies to preorder, custom/special ordered and first/overseas batch products) and original shipping fees. The collector is liable for any and all shipping costs associated. 

Important Things to Note:

  • The collectible must be returned in the same condition it was sent to you. 
  • Send back all figures, accessories, bases, original packaging, and outer shipping cartons. Incomplete product may delay exchanges or refunds.
  • Items that arrive with excessive damage due to improper repacking may be subject to additional fees. typically which is 15% of the product price. Please let us know if you need tips on how to properly pack your item. 

Pre-order/Sepcial 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 significantly defective or is different from what was advertised you will not be entitled to a refund.

In the event of a refund, we will process your refund within 5-7 business days after receiving your return. It can take up to 14 business days for the funds to post to the original payment method(s), depending on your financial institution. 

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 without contacting us, could result in a permanent suspension of your account.