Refund Policy

Last updated: October 2026

We want every order to arrive in perfect condition. This policy explains when we can offer a refund, replacement or return, and how it works.

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

If the products you receive:

• are not what you ordered;
• do not match the description on our website;
• are not of acceptable quality; or
• are not otherwise fit for purpose,

you may be eligible for a refund, replacement or, in some cases, compensation for loss or damage.

Change of mind

Because our products are food, we cannot accept returns, cancellations or refunds for change of mind or an incorrect selection once your order has been dispatched. If you need to change or cancel an order, email us as soon as possible. We will do our best to help if your order has not yet been packed.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is damaged, faulty or incorrect, contact us as soon as possible and ideally within 7 days of delivery at heysugar@sugarfina.com.au with:

• your order number;
• photos of the outer packaging and of the products (ideally the whole order, not only the affected item), so we can assess the claim and, where relevant, claim from the courier; and
• a short description of the problem.

We will assess your claim and offer a replacement or refund as appropriate. If a claim is approved, we will cover the return shipping cost where a return is needed.

Heat-affected products

Our products are heat sensitive. We pack every order with appropriate thermal packaging and check products before dispatch, and we recommend Express delivery between December and March. If your order arrives melted or heat-damaged because of a packaging or handling fault on our side, contact us and we will make it right. We cannot cover heat damage that occurs after delivery, for example when a parcel is left in the sun or a hot vehicle, or when delivery is delayed because the address was incomplete or incorrect. This does not affect your rights under the ACL.

Items we cannot accept back

• Items that have been opened or used, or are not in their original condition and packaging, other than where they are faulty, damaged, not as described or otherwise covered by the Australian Consumer Law.
• Custom, personalised, corporate or special-order products, unless they are faulty or not as described.
• Gift cards, other than where the law requires a refund.
• Sale items for change of mind. Faulty sale items are covered in the same way as any other product.

How refunds work

• Please contact us before sending anything back so we can arrange the return and give you a return shipping label. Returns sent without contacting us first may be delayed or may not be accepted, but this never affects your rights under the Australian Consumer Law.
• If we approve a return, we will email you a return shipping label and instructions.
• Please include your order number or proof of purchase. Where a return is approved for a faulty, damaged or incorrect item, we will not refuse a remedy because the original packaging is missing.
• Once we have received and inspected the return, we will tell you whether the refund is approved.
• Approved refunds are issued to your original payment method within 10 business days. Refunds on Afterpay orders are processed through Afterpay. Your bank or card provider may need extra time to post the refund.
• If more than 15 business days have passed since we approved your refund, please email heysugar@sugarfina.com.au.

Customers in New Zealand

If you are in New Zealand, nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993.

Pre-orders and cancellations

See our Cancellation Policy for pre-orders and subscriptions.

Contact us

Email heysugar@sugarfina.com.au.