At Sugar Rush, we want you to love every sweet treat you receive. However, due to the nature of our products, certain restrictions apply to returns and refunds. Please read our policy below carefully.
1. Perishable Goods
- Edible items are all final sale. Due to health and safety regulations, we do not accept returns or exchanges on perishable or bespoke items. This applies to all our products, as they are made to order. If an item is returned to sender or refused for any reason, we cannot accept the items, and they will be discarded due to the nature of the products. We are unable to issue refunds, so please ensure that you accept your parcel upon delivery.
- All sales are final once fulfillment process has begun.
2. Incorrect or Damaged Orders
- If you receive an incorrect or damaged product, please reach out to our customer service team by sending an email to hello@sugarrush-candy.com within 2 days of receiving your order. Please note that photos of both the original invoice and the issue (eg. showing the contents of the box, the items you received, the condition of the box, the condition of the items, etc.) will be required to proceed. The photos MUST show the item exactly as you received it - if any items have been opened, half eaten etc. we will unfortunately not be able to accept them as reliable evidence of an issue. Claims submitted after 48 hours will not be processed, and we will not be able to issue a refund.
- For issues regarding damaged items during transit, please note that while we take every precaution to pack our products securely, our items are delicate, and breakage may occur. Unfortunately, we cannot offer refunds for damage that occurs during shipping as the items are meant to be consumed, and we appreciate your understanding in this regard.
- We will review your request and, if approved, arrange for a replacement or issue a store credit/refund.
3. Refund Eligibility
- Refunds will be issued only for orders that are unfulfilled or if acceptable substitutions are not available. If an entire order is unfulfilled, we will issue a full refund. However, if a portion of your order is missing but acceptable substitutions are provided, no refund will be issued.
- Please note: We do not offer refunds for change of mind, personal taste preferences, or delayed deliveries due to shipping carrier issues.
4. Cancellations
- If you need to cancel an order, please email us at the address provided below. Cancellations are only possible if the fulfillment process has not already begun. Since all items are made to order, fulfillment can begin immediately after the order is placed, and once it starts, we are unable to cancel the order. If cancellation is possible, please note that transaction fees may be deducted from the refund.
- Please note that orders containing gift cards cannot be canceled under any circumstances.
5. How to Contact Us
- To initiate a refund request or report an issue, please reach out via:
📧 Email: hello@sugarrush-candy.com
🛒 Order Number: Required for all refund/return requests
6. Processing Time
- Once a refund has been approved and processed, please allow up to 14 working days for the funds to appear in your account. This timeline depends on your bank or payment provider, and unfortunately, we cannot expedite the process.
- We appreciate your understanding and support. If you have any questions or concerns, don’t hesitate to reach out — we’re here to help!
Sugar Rush
www.sugarrush-candy.com
Sugar Rush c/o North by Northeast AB, Kaknäsvägen 70, 11527 Stockholm, Sweden. Company number (Sweden): 559282-5565
