Return Policy

At SugiToys.com, we are committed to providing our customers with high-quality products and exceptional service. If you need to return or exchange an item, we have established a comprehensive return policy to ensure a smooth and efficient process.

1. Return Period

• Return Eligibility: You may initiate a return for any item within 25 days from the date you receive your order.
• Condition Requirements: To be eligible for a return, the item must meet the following criteria:
  • Unused Condition: The item should be in its original, unused condition.
  • Original Packaging: All original packaging, tags, manuals, and accessories must be included.
  • Promotional Items: Any promotional items or gifts included with the purchase must also be returned.

2. Non-Returnable Items

Certain items are not eligible for return, including but not limited to:

• Opened or used batteries
• Personalized or customized products
• Gift cards
• Items damaged due to customer handling or misuse

3. Return Process

To initiate a return, please follow these detailed steps:

1. Contact Customer Support:

   • Reach out to our customer support team by emailing info@sugitoys.com or calling +62 852-7716-2143. Provide the following information:
     • Your order number
     • Item(s) you wish to return
     • Reason for the return

2. Receive Return Authorization:

   • Our customer support will issue a Return Authorization Number (RAN) along with detailed return instructions. This RAN is essential for processing your return.

3. Prepare the Return Package:

   • Securely package the item to prevent damage during transit. Ensure that:
     • The item is in its original condition.
     • All accessories, manuals, and packaging are included.
     • The RAN is clearly written on the outside of the package.

4. Ship the Item:

   • Use a trackable shipping method to return the item to our designated address:
     • Return Shipping Address: (To be provided by customer support)
   • Return Shipping Costs: The cost of return shipping is the responsibility of the customer, except in cases of defective or incorrect items. We recommend using a reliable courier service and keeping the shipping receipt and tracking information for your records.

4. Refund Processing

• Refund Timeline:

  • Once we receive your returned item, our team will inspect it to ensure it meets our return policy criteria. Refunds will be processed within 7 business days of receiving the item.

• Refund Method:

  • Refunds will be issued back to the original payment method used during the purchase. Please note that it may take additional time for your bank or credit card company to process and reflect the refund in your account.

• Restocking Fee:

  • A 25% restocking fee will be deducted from the total refund amount for items returned. This fee covers the costs associated with processing returns and restocking the item in our inventory.

5. Exchange Policy

• Eligible Exchanges:

  • We accept exchanges for items of equal value or items priced higher than your original purchase. To initiate an exchange:
    • Contact our customer support within the 25-day return period to request an exchange authorization.
    • Provide details of the item you wish to exchange and the replacement item you would like to receive.

• Price Adjustments:

  • If the new item is priced higher than the original purchase, you will be required to pay the difference. Instructions for payment will be provided during the exchange process.

6. Important Considerations

• Condition of Returned Items:

  • Items returned must be in new, unused condition. Items that show signs of wear, damage, or missing components may not be eligible for a full refund.

• Communication:

  • For any questions or clarifications regarding our return policy or your specific order, please do not hesitate to reach out. Our team is here to assist you!

7. Contact Us

For assistance regarding returns, exchanges, or any other inquiries, you can reach our customer support team through the following channels:

• Phone: +62 852-7716-2143
• Email:
  • Sales Inquiries: sales@sugitoys.com
  • General Information and Support: info@sugitoys.com

Thank You for Shopping with SugiToys.com!

We truly value your business and are dedicated to ensuring a positive shopping experience. If you have any concerns or questions about your order, please feel free to contact us. We look forward to serving you again!