Refund policy

◎ Returns and Exchanges Due to Customer Convenience

When your order arrives, please carefully inspect the item(s) to ensure there are no defects and that everything matches your order.

Please note that we do not accept returns or exchanges for reasons related to customer preference or convenience(e.g. change of mind, wrong size or color chosen, or delayed delivery).

We strongly encourage you to review all product details—including color, size, specifications, delivery times, and precautions—before placing your order.

We only accept returns or offer refunds for items with verified quality defects. If you believe your item is defective, please contact us with clear proof of the issue, and our team will review your request promptly.

◎ Returns and Exchanges Due to Product Defects

While we take great care in quality control, if you receive an item that is damaged, defective, or incorrect, we will accept a return or exchange.

Please contact us at info@sogosogo.com.au within 7 days of receiving the item, and include the following details:

  • Your order number

  • Product name(s) and quantity

  • Description and clear photos of the issue

Once we review your request, we will respond with the next steps.

◎Refund Options

We offer the following refund options:

  • Refund to the original payment method

  • Refund as store credit – If applicable, this can be selected during the return process.

◎How to Return Items

Instructions for returning your item(s) will be included in the confirmation email after you submit your return request.

  • Shipping Costs:
    We cover return shipping costs only for items that are defective or damaged.
    For all other return reasons, you are responsible for the return shipping cost.
    If a prepaid return label is provided for your convenience, the cost of shipping will be deducted from your refund.

  • Please ensure your package is securely packed, and consider using a trackable shipping service for items over $100, as we cannot guarantee receipt of returned items.

  • Shipping Time: Return delivery times may vary depending on your location.

◎Refund Processing Time

Once we receive and inspect your return, you will receive an email confirming whether your refund was approved or denied.

  • If approved, your refund will be processed within 5–7 business days.

◎ Returns and Exchanges – Not Accepted in the Following Cases

Please note that we are unable to accept returns or exchanges in the following situations:

  • If you contact us more than 7 days after the product has arrived

  • If the item is returned without prior notice or approval

  • If the item has been used, damaged, or altered after delivery

  • If the return or exchange request is made by someone other than the original purchaser

  • If the item was purchased through an unauthorized seller (e.g. auction sites, third-party platforms)

  • If the item was purchased at a physical store other than our official shop

  • If the issue is due to manufacturing specifications or individual differences and not a quality defect

  • In other cases where the issue does not qualify as a defect under our company’s return guidelines

If a replacement item is not available (e.g. the item is out of stock), we may offer a refund instead.

Please note that if a replacement item is unavailable (such as a sold-out item), we may provide a refund.

◎ About Stuffed Toys and Mascots – Important Notes

We have established quality standards for all our stuffed toys and mascot items.

Due to the nature of sewn and handmade products, there may be slight individual differences in shape, stitching, and facial expressions. These characteristics are not considered defects.

  • The actual product may differ slightly from the images shown.

  • We do not accept returns or exchanges for these variations.

If you are unsure or have concerns after receiving your item, please contact us at info@sogosogo.com.au, and we will be happy to assist after reviewing the details.

Please ensure you review your order carefully before completing your purchase.
If you have any questions about a product, feel free to contact us before placing your order.