Refund policy

Refund Policy

At Sugarsmith, we strive to deliver the highest quality macarons and exceptional customer service. Due to the perishable and custom nature of our products, we have a strict refund policy to ensure fairness and compliance with food safety standards. Please read this policy carefully before making a purchase.

General Policy

  • No Refunds for Change of Mind or Customer Error: All sales are final. We do not offer refunds, exchanges, or cancellations for reasons such as change of mind, incorrect selection by the customer, or failure to consume the products in a timely manner. Macarons are delicate, perishable items, and once dispatched, we cannot accept returns for hygiene and safety reasons.
  • Refunds Only If We Are at Fault: Refunds will only be issued in cases where Sugarsmith is responsible for an error or issue with your order. This includes:
    • Defective or damaged products upon arrival (e.g., macarons that arrive broken, spoiled, or not as described due to our packaging or handling).
    • Incorrect items delivered (e.g., wrong flavors, designs, or quantities that do not match your confirmed order).
    • Non-delivery of your order due to an error on our part (e.g., shipping issues caused by us, not external factors like incorrect address provided by the customer).

Eligibility and Process

  • Time Limit: Any claims for refunds must be submitted within 48 hours of receiving your order (or the expected delivery date in case of non-delivery). Claims made after this period will not be considered.
  • How to Request a Refund:
    1. Contact our customer support team via email at support@sugarsmith.com or through our website's contact form.
    2. Provide your order number, a detailed description of the issue, and supporting evidence (e.g., clear photos of the damaged or incorrect product).
    3. Our team will review your claim within 3-5 business days and respond with next steps.
  • Resolution Options: If your claim is approved, we may offer:
    • A full or partial refund to your original payment method.
    • A replacement product (at our discretion, subject to availability).
    • Store credit for future purchases. Refunds will be processed within 7-10 business days after approval, depending on your payment provider.

Exclusions

  • No refunds will be issued for issues beyond our control, such as:
    • Delays or damages caused by third-party shipping carriers (unless we failed to package appropriately).
    • Incorrect delivery addresses provided by the customer.
    • Allergic reactions or dissatisfaction with taste/flavor preferences (we recommend reviewing product descriptions and allergen information before purchase).
    • Products that have been opened, consumed, or stored improperly.
  • Custom or personalized orders (e.g., themed designs or sculptures) are non-refundable unless defective due to our fault.

Additional Notes

  • This policy applies to all purchases made through the Sugarsmith website. For in-store or event purchases, please refer to the terms provided at the point of sale.
  • We reserve the right to update this policy at any time. Changes will be posted on our website, and continued use of our services constitutes acceptance of the updated terms.
  • If you have any questions about this policy, please contact us at hello@sugarsmith.com.

Thank you for choosing Sugarsmith. We appreciate your understanding and look forward to delighting you with our macarons!