RETURN & REFUND POLICY

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. 

Local Repair Guarantee

Major vs Minor Issues

At Sugo Toys, we aim to deliver all items in excellent condition. However, due to the nature of manufacturing and international shipping, imperfections may occur. To ensure fairness and clarity, we distinguish between major defects and minor imperfections.

Major Defects

A major defect is one that significantly impacts the item’s appearance, structure, or functionality.

Examples include:

  • Broken or missing parts
  • Misassembled figures
  • Major paint flaws clearly visible from 1 meter away under normal lighting
  • Joints that are unusable or severely damaged
  • Large cracks or structural damage

Australian Customers:
We will provide a pre-paid return shipping label and offer a replacement, free repair or refund.

International Customers:
We accept returns for major defects, but return shipping must be arranged and paid by the customer. However, depending on the severity of the damage, Sugo Toys may reimburse a percentage of the return shipping cost after review and approval.

Minor Imperfections

Minor issues are cosmetic inconsistencies that do not affect the core function or display of the item.

Examples include:

  • Paint overspray, underspray, or light smudging not visible from 1 meter away under normal lighting.
  • Small chip not visible from 1 meter away under normal viewing angle and lighting.
  • Dents, bends, or creases on the outer packaging or art box.
  • Random QC marks or small defects on non-essential parts.
  • Mild surface scratches or seam line inconsistencies.

For minor issues:

  • We may offer replacement parts, exchange, or repair, subject to availability
  • Collectors are responsible for shipping, handling, and any repair-related costs

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.

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

SPECIAL WARRANTY POLICY For Apex Time Display Boxes

As an official retailer for Apex Time Display Boxes, we’re proud to provide our customers with an exceptional warranty service within Australia.

We offer a Factory Warranty up to 6 months from the date of purchase. This warranty covers any manufacturing defects or faults not caused by wear and tear or improper use. If any such defects occur within this warranty period, we’ll happily handle the necessary repairs or replacements, at no additional cost to you. This includes any shipping fees associated with the return and redelivery of the product, ensuring you a hassle-free experience.

However, if your Apex Time Display Box becomes damaged outside of the warranty period, we remain committed to helping you. We will make our best efforts to facilitate the repair of your product. Please note, in these instances, shipping costs to and from our warehouse will be the responsibility of the buyer.

Our goal is to ensure that every customer enjoys their Apex Time Display Boxes to the fullest extent. If you need to claim warranty service, or if you have any questions about our warranty policy, please do not hesitate to contact us. We’re here to assist and provide the best customer service experience possible.

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, payment plan) 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. 

❌ No refunds apply to the following item categories:

  • Gift Cards, store credit or any other digital products.
  • Ichiban Kuji Products.
  • Items with minor cosmetic issues only
  • Big & Bulky items in excess of 10kg.
  • Bulk purchase (more than 5 units of a product in one order).
  • Custom/special ordered and first/overseas batch products.
  • Used, modified, or altered items

Change Of Mind Cancellation Fees for In-Stock Item.

  • Payment Processing Fee (3%-5%)
    This fee applies to cover non-refundable charges incurred through payment gateways (e.g., credit card, Afterpay, Partial.ly) and ensures our costs are managed effectively.

  • Additional Storage Fee (5%)
    For items held beyond 30 days, an additional fee of 5% may apply to cover storage resources dedicated to holding your item. This includes items on a payment plan that remain unpaid beyond the 30-day period.

In total, cancellation fees may range from 3%-5% or, with extended storage, up to 10%.

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.