Return & Refund Policy

Publisher Note: All users will be informed of updates via the website's broadcasting system.

1. Scope

This policy covers Sugoi Scoops, Trade transactions and proxy purchasing, subject to the checkout disclosures and mandatory consumer rights applicable to each order. Contact support@sugoitrade.com with your order number and a description of the issue.

2. Sugoi Scoops

Each Scoop listing describes its selection method and contents or product categories. Not receiving a hoped-for randomized item is not, by itself, grounds for a refund when the order matches its accurate description. If an order is missing, damaged, materially misdescribed or otherwise legally nonconforming, contact us within 2 weeks after the scheduled delivery date with photos where practical. We will assess the claim and provide remedies required by law.

3. Proxy purchasing

SugoiTrade allows users ("Requestors") to request items for purchase and allows other users ("Hunters") to accept and fulfill those requests. A Requestor may cancel a proxy purchase order at any time before the order is marked as completed. If a payment has already been collected, any refund due following cancellation will be processed in accordance with SugoiTrade's Return & Refund Policy. Refunds processed through Stripe may take 3 days or longer to appear on the original payment method, depending on the payment method and financial institution. Requestors should not mark an order as completed until they have verified fulfillment of the order. Once an order has been completed, cancellation may no longer be available, except where required by applicable law or where SugoiTrade determines that a refund or other remedy is appropriate under its policies. If a Hunter is unable to fulfill a request, the order should not be completed. Any amounts collected for an unfulfilled order will be handled in accordance with SugoiTrade's Return & Refund Policy. Nothing in this section limits any consumer rights or remedies that cannot be excluded under applicable law. If an item cannot be obtained, Hunters should explain the outcome and update the order with the tools provided. Otherwise, the Requestor should refund or otherwise resolve amounts collected for the unfulfilled purchase as legally required and disclosed at checkout.

4. Trade transactions

Where another user is the seller, their role and obligations will be shown in the transaction flow. Buyers and sellers should report disputes using support@sugoitrade.com within 2 weeks after the scheduled delivery date. SugoiTrade's intervention, any payment holds and available remedies are: SugoiTrade provides a marketplace through which users requesting items or services ("Requestors") may transact with other users who accept and fulfill those requests ("Hunters"). SugoiTrade facilitates payments through Stripe but is not the seller of items offered or obtained by independent marketplace users unless expressly stated otherwise. Payments for marketplace orders are processed through Stripe. The applicable order price, fees, shipping charges, and other disclosed costs will be presented to the Requestor as part of the transaction. A Requestor may cancel an order at any time before the order is marked as completed. If payment has already been collected and a refund is due, SugoiTrade will initiate the applicable refund through Stripe. After SugoiTrade initiates a refund, it may take 3 days or longer for the funds to appear on the original payment method depending on Stripe, the payment method, and the user's financial institution. Purchasers must not mark an order as completed unless they have fulfilled the requirements of the order. If a Hunter is unable to fulfill an order, the order should remain uncompleted and the Requestor may cancel the order in accordance with the cancellation process described above. If a user believes that an order was not fulfilled as agreed, an item was materially different from what was agreed, an order was incorrectly marked as completed, or another problem occurred with a marketplace transaction, the user may submit a claim to support@sugoitrade.com for review. SugoiTrade may review information reasonably relevant to the dispute, including order details, communications made through the Platform, payment information, shipping or tracking information, photographs, and other evidence submitted by the parties. Users are expected to cooperate with reasonable requests for information relating to a dispute. Following review, SugoiTrade may take action permitted under these Terms and applicable law, which may include issuing or facilitating a refund, declining a claim, requesting additional information, taking action against an account, or providing another appropriate resolution. Submission of a claim does not guarantee a refund or other compensation. Refunds, chargebacks, payment disputes, and other payment-related matters may also be subject to Stripe's procedures and the rules of the applicable payment method or financial institution. Nothing in this section limits any rights or remedies that cannot be excluded or restricted under applicable law.

5. Returns and shipping costs

Return eligibility, required condition, return address, authorization procedure and responsibility for return postage: Shipping Policy.We will not impose return conditions that conflict with mandatory law. International shipping charges, import duties and third-party fees may be nonrecoverable where legally permitted; we will explain any applicable deductions.

6. Refund timing and method

Approved refunds are generally issued to the original payment method where feasible. Our processing target is 3 BUSINESS DAYS; the payment provider may take additional time to display the refund. Where applicable law requires a different timeline or remedy, that law controls.

7. Contact

For cancellations, returns, damaged goods or refunds, email support@sugoitrade.com. Include your order ID; do not email full payment-card details.