退款政策

Returns

For health reasons, no cancellation, return or refund can be made once your order has been dispatched for change of mind or if you made an incorrect selection.

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure. Our change of mind policy does not affect your rights under the ACL. If the Products you receive: 
A. are not what you ordered; 
B. do not match the description on the Website;
C. are not of satisfactory quality; or
D. are not otherwise fit for purpose,
you may be eligible for a refund or exchange and in some cases compensation for loss or damage.

Sugarfina Australia does not offer a refund or replacement of any heat affected products unless you have selected the refrigeration delivery option.

You can always contact us for any return question at heysugar@sugarfina.com.au.

Damages and shipping issues

 
Please inspect your order upon reception and contact us immediately if the item is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Photos of packaging and products of the entire order must be provided for replacement to be considered.

Sugarfina Australia does not offer a refund or replacement of any heat affected products unless you have selected a "Express" delivery option.

Exceptions / non-returnable items

 
For health reasons, no cancellation, return or refund can be made once your order has been dispatched for change of mind or if you made an incorrect selection, or all custom products (such as special orders or personalized items).

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds

 

To be eligible for a refund, your item must be returned in the same condition you received it, unopened and unused, with product labels, in its original packaging. You'll also need to include your receipt or proof of purchase. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at heysugar@sugarfina.com.au.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.