Refund policy

Sugoi Collectible Return & Refund Policy

At Sugoi Collectible, we take great care in selecting, packing, and delivering your items safely and in excellent condition. However, if something isn’t right, we’re here to help.

Return Eligibility

14-Day Return Window

You may return eligible sealed items within 14 days of delivery.

Sealed Condition Required

Items must be unopened and in their original condition, including all accessories, packaging, inserts, and shipping cartons.

Opened Items

Products with broken seals, opened packaging, or used items are generally not eligible for return or exchange unless a major manufacturing defect is identified shortly after delivery.

Customer Damage

Damage caused after opening, including damage from handling, posing, assembly, modification, accidental drops, excessive force, misuse, or normal wear and tear, is not eligible for refund, 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.

Minor paint imperfections, loose joints, tight joints, small manufacturing marks, packaging wear, and manufacturer quality control variations may occur and are considered normal within the collectible hobby industry.

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

🔄 How to Request a Return or Exchange

  1. Email us at:
    info@sugoicollectible.co.nz
    Include your order number and a description of the issue.

  2. Provide Photos:
    If your item is damaged or defective, we may ask for clear photos to help assess the issue.

  3. Response Time:
    Our team will respond within 5 business days to discuss your return or exchange options.

📦 Return Conditions

🛠️ Defective or Damaged on Arrival

  • NZ Orders: We’ll cover return shipping if the item is confirmed defective or damaged.

  • International Orders: Return shipping is the customer’s responsibility.

🧃 Minor Issues (e.g., light box wear)

  • If stock is available, we can offer replacement parts or exchanges.

  • You will need to cover shipping and handling fees.

  • Statues and custom orders are not eligible for exchange.

🔁 Change of Mind

  • You may return sealed items within 14 days for store credit only.

  • Shipping and any preorder/cancellation fees are non-refundable.

  • Return shipping is your responsibility.

⚠️ Important Notes

  • Items must be returned in full, with all original packaging and packed securely.

  • Returns with damaged or incomplete packaging may incur a restocking fee of up to 50%.

  • Need help with packing? Reach out and we’ll guide you.

💌 Questions?

Email us anytime at info@sugoicollectible.co.nz — we’re here to help!