Refund policy


Return & Refund Policy

 

Sugar Times


At Sugar Times, all of our products are freshly baked to order using high-quality ingredients. Due to the perishable nature of our products, we are unable to accept returns once an order has been collected or delivered.

 

1. Perishable Goods

All cakes, cookies, and baked goods are considered perishable items. For food safety and hygiene reasons:

  • We do not accept returns of edible products.
  • We cannot resell any returned food items.
  • We cannot offer refunds for change of mind.

This does not affect your statutory rights.

 

2. Order Issues & Quality Concerns

If there is an issue with your order (e.g. incorrect item, damage during collection/delivery, or quality concerns), you must contact us:

  • Within 2 hours of collection or delivery
  • With clear photos of the product
  • With a description of the issue

We will assess the situation and may offer:

  • A partial refund
  • A replacement (if appropriate)
  • Store credit

Each case is reviewed individually.


3. Custom & Personalized Orders

All custom cakes and personalized items are non-refundable once preparation has begun.

Cancellations:

  • 7+ days before collection: full refund (minus deposit if applicable)
  • 3–6 days before collection: 50% refund
  • Less than 72 hours before collection: no refund


4. Allergies & Dietary Requirements

 

We offer lactose-free and other alternative options. However:

  • Our kitchen handles dairy, gluten, nuts, eggs, and other allergens.
  • We cannot guarantee a completely allergen-free environment.

It is the customer’s responsibility to inform us of any allergies at the time of ordering.

 

5. Incorrect Information Provided

Sugar Times is not responsible for errors resulting from:

  • Incorrect spelling provided by the customer
  • Incorrect collection time
  • Incorrect delivery details
  • Storage issues after collection

Storage instructions will be provided where necessary.


 

 

6. Storage Responsibility

 

Once collected or delivered, responsibility transfers to the customer. Cakes and baked goods must be stored according to instructions provided to maintain quality.


We are not responsible for damage occurring after collection.