Refunds, Cancellation & Complaints Policy

1. Introduction

We understand that our postal items can sometimes be damaged during transit, however as our products are perishable and cannot be resold , refunds will be done in exceptional circumstances.

1.1 This policy shall apply to all of our customers.
1.2 This policy shall apply to all orders submitted through our website.
1.3 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

2. Refunds

2.1 If a refund is granted, we will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
2.2 We will not refund to you the original delivery charges relating to the returned product.
2.3 We will not refund to you any costs you incur in returning the product to us.
2.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
2.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

3. Improper returns

3.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:
(a) we will not refund the purchase price or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

4. Complaints

4.1 If you have received an item that you are not happy with, all complaints must be made within 7 days of receiving the item and directed to our email address sugarshackswindon@gmail.com 

4.2 Should you complain past the 7 day policy, we are sorry to advise that we will not be able to take receipt of the complaint.

5. Cancellations

5.1 As all of our products are made to order, we cannot accept cancellations after 12 hours of placing your order.