RETURNS & EXCHANGES

RETURNS/REFUNDS/EXCHANGES

Although returns and exchanges are not common for us, we can accept them if our policies have been followed. 

Please contact us direct to inform us if you require a return, refund or exchange. sugarcityltd@gmail.com and please include 

1. Explain in detail the issue and include whether a return, refund or exchange is required.

2. Your full Name & Address

Unsuitable goods procedure - can be to returned in new, unused & unopened condition for 14 days from the date your order was placed. You will be entitled to your choice of an exchange or a full refund (of goods value only) to the original payment card.
The customer must meet the cost of returns postage for unwanted goods. We cannot accept responsibility for goods in returns transit, and so we recommend that you use registered post or an otherwise insured method.
Exchanges procedure - If you are returning goods for an exchange upon receiving your item, we shall carry out an inspection and immediately send out the replacement. We shall refund the cost of returns postage expenses (within reasonable limits) upon return delivery.
Damaged or defective goods procedure - Damaged or defective goods must be returned in new, unused & unopened condition within 14 days from the date your order was placed. You will be entitled to your choice of an exchange or a full refund to the original payment card. We will meet the cost of returns postage for defective goods. We may arrange for a courier pickup of the goods or we can refund your postage expenses (within reasonable limits) upon return delivery. If sweets display fault or contamination once opened they must be returned within 14 days of purchase for inspection. You will be entitled to your choice of an exchange or a full refund to the original payment card. We will meet the cost of returns postage for defective goods. We will refund your postage expenses (within reasonable limits) upon return delivery. 
Incorrect goods procedure - If the incorrect goods are despatched, you can return these goods in new, unused and unopened condition within 14 days from the date you order was placed. You will be entitled to your choice of an exchange for the correct item or a full refund. If you have been mis-charged, we will correct the discrepancy. We will meet the cost of returns postage for incorrect goods. We may arrange for a courier pickup of the incorrect goods or we can refund your postage expenses (within reasonable limits) upon return delivery.


Please note that once a purchase from Sugar City Ltd has been used, damaged or tampered with, our policy states that we will not exchange or refund unless found faulty.