RETURN & REFUND POLICY

Sugoi Collectible Return & Refund Policy

At Sugoi Collectible, we carefully inspect and pack all items to help ensure they arrive safely and in good condition. If your item arrives damaged or has a major manufacturing defect, please contact us as soon as possible at sugoicollectible@gmail.com within 14 days of delivery.

How to Request a Return or Exchange

Contact Us

Please email sugoicollectible@gmail.com with your order number and details of the issue.

Evidence

We may request photos or videos of the item, packaging, and shipping box to assist with your claim.

Response Time

We aim to respond to all return or exchange requests within 5 business days.

Return Conditions

Defective or Damaged Items

New Zealand Orders

If the issue is confirmed to be a major defect or shipping damage, we may provide a return shipping label or cover reasonable return shipping costs where applicable.

International Orders

International customers are responsible for return shipping costs unless otherwise agreed.

Minor Issues & Manufacturer Variations

Minor paint imperfections, loose joints, tight joints, small marks, packaging wear, and other manufacturer quality control variations are common within the collectible hobby industry and are generally not considered major defects.

For minor issues, we may offer replacement parts, exchanges, or partial solutions depending on stock availability. Shipping and handling fees may apply.

Statues, custom orders, and limited edition items may not be eligible for replacement.

Change of Mind Returns

Change of mind returns are accepted within 14 days of delivery for sealed and unopened items only.

  • Items must be returned in original condition with all packaging, accessories, inserts, and shipping cartons included.
  • Original shipping fees, payment processing fees, and preorder cancellation fees are non-refundable.
  • Customers are responsible for all return shipping costs.

Products with broken seals, opened packaging, or used items are generally not eligible for return or exchange.

Collectible Figure Disclaimer

Due to the fragile and collectible nature of action figures, statues, model kits, and collectible products, customers should handle all items with care after opening.

Damage caused during handling, posing, assembly, modification, accidental drops, excessive force, misuse, or normal wear after opening is not eligible for refund, return, or exchange.

Issues resulting from customer handling or stress during posing and assembly are not covered under our return policy.

Additional Notes

  • Incomplete returns or items damaged due to improper repacking may incur additional fees of up to 15% of the product price.
  • If you need assistance with safe repacking, please contact us before returning the item.

Thank you for shopping with Sugoi Collectible.

Policy updated: August 2025