Return Policy

Termination of Agreements and Refunds Policy

Both the Client and Sugatsune have the right to terminate any Services Agreement for any reason, including the ending of services that are already underway. No refunds shall be offered, where a Service is deemed to have begun and is, for all intents and purposes, underway.

There is no Refunds policy for trade customers (“business to business”), we will not accept returns unless there is a manufacturing fault.

For more details about such manufacturing faults or defects please see our STANDARD TERMS AND CONDITIONS for the sale of goods. This document can be downloaded on our website www.sugatsune.eu or send to you upon request via sales@sugatsune.eu.

How to Return an Item:

Only a defective item can be returned.
In this case, please

  1. call us on +49 (0)211 / 53812900 or email sales@sugatsune.eu to request a return and we will email you a Return Authorization (RA) Form and Number.
  2. complete and print the RA form and place it in the original packaging with the goods. Note: without a completed RA form we may not be able to link the items to you.
  3. indicate the RA number clearly visible on the package.
  4. send the completed RA form to us via email to sales@sugatsune.eu with reference to the RA number you have been provided by our staff.
  5. arrange the return shipment to our warehouse taking in account the instructions in our RA form and additional remarks provided below.

 

We will confirm the arrival of your return shipment within 3 business days. After that, we will inspect the return shipment, the goods and assess the potential defects claim and inform you further about the proceedings.

 

Additional remarks:

 

In order to expedite a return, please have the following information on hand when requesting an RGA number: Account number, invoice number, product reference number (if available), reason for return, action to take (replacement/repair/ credit).

2022-09 Ver. a2 Sugatsune Europe GmbH