Terms of Service

This website is operated by Supagrumps (“we”, “us”, “our”). By visiting our site and/or purchasing from us you agree to be bound by these Terms & Conditions (“Terms”), our Privacy Policy, our Shipping & Delivery Policy, and our Returns & Refunds Policy (together, the “Policies”).

We may update these Terms at any time by posting a new version. Continued use of the site constitutes acceptance for future use. Changes to purchase conditions apply to orders placed after the revised Terms are published. Earlier orders retain the conditions offered when they were placed.

1) Online Store Terms

You confirm you are of the age of majority in your place of residence (or have parental consent). You may not use our Services for any unlawful purpose.

2) General Conditions

We may refuse service to anyone at any time. Non-card data may transmit unencrypted over networks; card data is always encrypted. You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service without our written permission.

3) Accuracy of Information

Site content may contain typographical errors or omissions. We may correct errors and change or update information at any time.

4) Products & Availability

Some products may be available exclusively online and in limited quantities. We may limit sales to any person, region or jurisdiction and discontinue products at any time. Colors and details shown on your device may vary.

All sizes, dimensions, weights and other measurements provided are approximate. Plush toys are measured from the top of the head to the bottom of the feet when extended. As plush toys are soft-stuffed, actual size may vary slightly (typically within ±2 inches / 5 cm) depending on measurement method or stuffing. Such variations are not considered defects.

All plush orders are shipped with the plushie in its protective vacuum packaging only. Props, boxes, and other items shown in promotional images are not included unless expressly stated in the product description.

5) Pricing, Taxes & Duties

Prices may change without notice. Prices are shown exclusive/inclusive of taxes where indicated at checkout. You are responsible for any import duties, taxes, or fees applicable at destination if shown/explained at checkout.

6) Orders, Billing & Account Info

We may refuse or cancel orders (e.g., suspected fraud, incorrect pricing). We may limit quantities per person/account/address. You agree to provide and promptly update accurate information (email, address, payment method).

If a destination has been shown as available in error, including at checkout or in a customer-support message, we will correct the information and notify you promptly.

Subject to applicable law, if we discover before dispatch that we cannot fulfil your order through our available shipping arrangements, we may cancel the unshipped order and issue a full refund, including shipping, to your original payment method. Where possible, we may offer an alternative address or shipping arrangement for your agreement.

We will not charge additional shipping fees or impose materially different delivery conditions without your agreement. Further details are set out in our Shipping & Delivery Policy. This section does not exclude any rights or remedies you have under applicable consumer law.

7) Shipping & Delivery

Shipping availability, processing and delivery timeframes, express shipping, address accuracy, delivery restrictions and delivery issues are governed by our Shipping & Delivery Policy, which forms part of these Terms. Please refer to that policy for the applicable conditions, including those relating to incorrect addresses, missing parcels and reshipping costs.

8) Returns, Withdrawal & Refunds

Change-of-mind returns, withdrawal rights, item condition, return shipping costs, exchanges, promotional bundle returns, defective or incorrect items and refunds are governed by our Returns & Refunds Policy, which forms part of these Terms. Please refer to that policy for the applicable deadlines, instructions and refund procedures.

Nothing in these Terms or that policy limits your mandatory consumer rights.

9) Risk of Loss & Title

Title to products passes to you once we have received full payment.

Subject to applicable law, risk of loss or damage transfers to you once the goods have been correctly delivered to you or a person you authorised to receive them. A failed delivery attempt is not, by itself, completed delivery.

Carrier scans, GPS data, photos and signatures may be used as evidence of delivery. If delivery is disputed, we will investigate as set out in our Shipping & Delivery Policy.

Subject to applicable law, we are not responsible for theft or loss occurring after the parcel has been correctly delivered to you or a person you authorised to receive it. This does not exclude our responsibility for a parcel that was never correctly delivered.

10) Promotions & Coupons

Promotional offers are subject to their specific terms and may be modified or withdrawn at any time.

11) Shipping Protection: Supagrumps™

If you add Supagrumps™ Shipping Protection at checkout, your order is covered against loss or damage in transit, subject to the terms below.

Loss in transit: This protection covers parcels lost during transit before delivery is completed. Covered losses are eligible for a replacement or refund following review.

Damage in transit: This protection covers items damaged during transit. We may request photographs of the damaged items and packaging to assess your claim.

Missing parcels after delivery: This protection does not cover theft, disappearance, or loss after a parcel has been correctly delivered. Where the available evidence establishes that delivery was completed at the correct address in accordance with the agreed delivery instructions and applicable law, no refund or replacement will be provided under this protection for subsequent loss or theft.

Delivery evidence may include carrier photographs, GPS location records, timestamps, and proof of receipt. If delivery is disputed, we will review this evidence alongside the information provided by the customer. A “delivered” tracking status alone is not conclusive proof of correct delivery.

Exclusions: This protection does not cover delays due to customs or courier disruptions, change-of-mind returns, or loss or damage occurring after correctly completed delivery.

How to report a problem: For damaged items or parcels marked as delivered but not received, contact us within 7 days of the carrier’s recorded delivery date. If your parcel has not been marked as delivered and has not arrived, contact us once the estimated delivery window has passed so we can investigate.

Resolution: For claims covered by this protection, we will provide either a replacement or refund at our discretion, subject to applicable consumer law.

12) Third-Party Tools & Links

We may provide access to third-party tools and links “as is”. We are not responsible for third-party websites, content, or services.

13) User Content & Feedback

If you send ideas, comments, or materials, you grant us a non-exclusive, royalty-free license to use them without obligation (including confidentiality, payment, or response). You are responsible for submissions and must not violate others’ rights or applicable law.

14) Prohibited Uses

You may not use the site to: violate laws; infringe IP rights; harass/abuse; submit misleading info; upload malware; collect data without consent; or engage in spam/scraping/hacking. We may suspend/terminate access for violations.

15) Payments, Chargebacks & PayPal Disputes

By placing an order you authorize charges to your payment method. If you open a chargeback or PayPal dispute, we may provide evidence including tracking, delivery scans, and our Policies. Tracking and delivery records may be used as evidence when assessing a claim. Refund requests and any disputed delivery will be assessed in accordance with our Returns & Refunds Policy, Shipping & Delivery Policy and applicable consumer law.

16) Disclaimer; Limitation of Liability

The Service and all products are provided “as is” and “as available” without warranties to the fullest extent permitted by law. We are not liable for indirect or consequential damages (including lost profits or data). Nothing excludes liability where it cannot be excluded by law.

17) Indemnification

You agree to indemnify and hold harmless Supagrumps and our affiliates, officers, employees, and partners from claims arising from your breach of these Terms or applicable law.

18) Severability

If any provision is unlawful or unenforceable, the remainder remains in effect.

19) Termination

These Terms remain in effect unless terminated. If you fail to comply, we may suspend/terminate access immediately.

20) Governing Law & Venue

These Terms are governed by the laws applicable to the company operating this website. Nothing in these Terms affects your mandatory consumer rights under the laws of your country of residence.

21) Alternative Dispute Resolution (ADR) – EU Notice

We are open to resolving disputes amicably. Note: the EU’s Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025; references/links are no longer required. You may seek assistance via your national consumer ADR body.

22) Company Information

Supagrumps.com is owned and operated by MENOMOREIRA COMMERCE - FZCO, license no 80167.

Questions about these Terms: help@supagrumps.com