Refund Policy

RETURNS AND REFUNDS POLICY

• • Returns and Refunds Policy for SugarFall Patisserie

    At SugarFall Patisserie, we’re dedicated to crafting high-quality, hand-made treats that delight our customers. If your order doesn’t meet your expectations due to damage, an error, or quality issues, we’re here to help. Here’s our policy:

    • How to Request a Refund or Return:
      
      • Contact us within 48 hours of receiving your delivery by emailing info@sugarfall.co.uk.
      • Include your order number, a brief description of the issue, and clear photos of the product and its packaging.
      • We deliver daily between 11:00 AM and 4:00 PM across Edinburgh and Scotland’s Central Belt, so please check your order promptly upon arrival.
    • Eligible Refunds:
      
      • Refunds or replacements are available if your product arrives damaged, is incorrect (e.g., not what you ordered), or fails to meet our quality standards.
      • We’ll review your request and respond quickly, offering either a full or partial refund to your original payment method or a credit for a future purchase, based on the situation.
    • Non-Refundable Circumstances:
      
      • Perishable Goods: As our products are fresh, perishable food items, we cannot accept returns or issue refunds based solely on personal taste preferences, which are subjective.
      • Handmade Variations: Our treats are crafted by hand, so slight differences in colour or appearance from website images may occur. These variations do not qualify for refunds unless quality is compromised.
      • Third-Party Purchases: Items bought from outlets other than our official online store (e.g., resellers or physical locations) are not eligible for refunds through this policy.
    • Process and Timing:
      
      • Once approved, refunds will be processed to your original payment method within 3-5 business days.
      • Due to the perishable nature of our products, physical returns are not required unless we request them for investigation.
    • Your Statutory Rights:
      
      • This policy does not affect your legal rights as a consumer under UK law. If you have questions about your rights or our process, feel free to reach out.

    For any concerns or assistance, email us at info@sugarfall.co.uk. We’re committed to making your SugarFall experience as sweet as our patisserie!