Delivery Details

Carriers: We use the following carriers to deliver our orders;
Royal Mail – Orders placed online, dispatched Tuesday and Friday mornings (designed for non-trade customers).
TNT – Orders placed by phone or email, collected Monday – Friday at 3pm.

Turnaround: Our online orders with Royal Mail are posted each Tuesday and Friday morning. If there are any significant delays beyond this we will contact you to let you know.
If you would like us to dispatch your goods before this time, we have a daily pickup from TNT at 3.00pm Monday to Friday. For a TNT delivery please place your order with us via phone or email (01189 272 955 or sales@sugatsune.co.uk)

If you have a preferred courier we are able to use them on your behalf, provided you inform us of your request and provide the account details that you have with them.
You may also arrange for your own courier to collect from us directly – please ensure you liaise with us to make sure the items are ready for collection.

Order Tracking: TNT provide a tracking number which we can obtain for you on request.
Please note that orders using Royal Mail do not have tracking numbers.

Shipping Rates: Orders placed on the website are for non-trade users and have a flat rate of £5 ex-VAT. If shipping costs significantly more than this we reserve the right to contact you to arrange an alternative method, such as TNT.
The shipping rates for TNT deliveries are based on the weights/dimensions of your products and your location. You will have the opportunity to cancel your order before the final checkout, should you so choose, or arrange your own collection/courier.

Back orders: If your goods are not currently in UK stock, we will contact you to let you know what the lead time will be. If your order has some items not currently in UK stock, by default we will hold your order until all items are in the UK, and then ship them together for you. If you would prefer your order to be part-shipped, please let us know and this can be arranged.

Returns, Refunds and Exchanges Policy

Both the Client and ourselves 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. Any monies that have been paid to us which constitute payment in respect of the provision of unused Services, shall be refunded.
Orders placed on our website by Individuals not trade customers, are subject to a 30 days refund policy. Where stock is imported into the UK from overseas to specifically fulfil your order, goods are considered Special Order Items. Special Order Items, if returned for a reason other than a fault with the product, may be subject to a restocking fee of up to 30% of the value of the goods.

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

How to Return an Item: Your item must be in its original packaging and in an unused, re-sellable condition to be returned, unless there is a manufacturer defect. The items must be returned within 30 days of your purchase.

1. Please call us on 01189 272 955 or email sales@sugatsune.co.uk to request a refund and we will email you a returns form.

2. Please print the returns form and place it in the original packaging with the goods – without a completed returns form we may not be able to link the items to you.

Attn: Darren Cooper
Sugatsune UK
Unit 635, Wharfedale Road, Winnersh Triangle
Wokingham, Reading
Berkshire
RG41 5TP

Payment Policy

Accepted Methods of Payment
Orders placed on our website may be paid for by Visa or MasterCard.
Orders placed by phone or email may be paid by;
Credit Card (Visa or MasterCard)
Cheque
Bank Transfer

Credit Card Charges
Your credit card will only be charged when the order is shipped from our warehouse, rather than as soon as the order has been placed.

Mailing Address for Cheque Payments
Sugatsune Kogyo (UK) Ltd
Unit 635, Wharfedale Road, Winnersh Triangle
Wokingham
Reading
Berkshire
RG41 5TP