SUGAR FACTORY is known the world over for its celebrity-endorsed Couture Pops which it offers for sale in-person at its store locations or online. This Return and Refund Policy (the “Policy”), together with any documents referenced herein will automatically apply to any customers seeking to return or request a refund for any purchases made from Sugar Factory’s online store. Sugar Factory (“we,” “us,” or “our”) permits customers to return or request refunds from the online store subject to this Policy and any applicable laws.
Please read this Policy carefully before returning items or requesting a refund. Your ability to return items or request a refund is conditioned upon your compliance with this Policy. This Policy applies to all customers, and others who wish to purchase our products.
Debit or Credit Card
Debit and credit card refunds will be available in up to 10 business days. If a customer makes a purchase using a debit or credit card, we will issue the refund to that same card. If the customer’s purchase was a debit transaction, we will place the refund on the debit card.
Cancelled Orders
Customers who cancel their orders before they are shipped can expect a refund or a release of the authorization hold placed on their payment method. If the item has already shipped, we are not able to cancel the order. However, customers can return the item for a refund.
Recharge
Refunds issued for the following scenarios are subject to recharge if Sugar Factory can verify delivery or frequent abuse.
Recall Guarantee
Sugar Factory is committed to the health and safety of our customers and to providing products that are safe and compliant, all supported by product safety and food safety professionals. In the event of a product recall, we work swiftly to block the item from being sold and remove it from our website. The recall information provided below
If you wish to know more about food or product recalls you can also visit the following regulatory agencies websites or you can directly contact the product manufacturer.
U.S. Consumer Product Safety Commission (CPSC)
National Highway Traffic Safety Administration (DOT)
U.S. Food and Drug Administration (FDA)
U.S. Department of Agriculture (USDA)
References and links to other websites are provided as a courtesy. Please note that by clicking on one of these links, you will be accessing information from that agency’s website and subject to the policies of that site.
Sugar Factory strives to ensure that all products we sell at our online store are free from defects of workmanship. We will gladly replace or refund any defective items you wish to return (please make sure to send photos of the item as well as the shipping carton and any packaging, in an email, along with your order number). If are not satisfied with the condition or quality of an item, you may request a return of the item. Candy may be returned if it is unopened and in its original condition. All items are reviewed for damage before they are shipped to customers. We are not responsible for damages to shipping boxes or the contents once they have been shipped. Shipping fees are not eligible for refund.
Returns are available for nearly all products sold on the Sugar Factory website. However, we recommend keeping track of all manufacturer packaging and your receipt for a minimum of 90 days after purchase. Items purchased from dealers or resellers and not from Sugar Factory directly are not eligible for return, refund, or exchange.
Items shipped by Sugar Factory can be returned or replaced, when available, by mail within 60 days of receipt.
Damaged, Defective, or Incorrect Items
If an item you received from Sugar Factory is damaged or defective, you can return it by mail for a refund or replacement. If the wrong product is sent to a customer, Sugar Factory will provide a refund, return, or exchange of the product. Sugar Factory will provide customers with a prepaid return label for returns and exchanges of products that were damaged, defective, or the incorrect item. However, Sugar Factory will not provide a prepaid shipping label for products that were damaged in transit after they were shipped by Sugar Factory.
Refund, Return, Replacement Exceptions
Your item may have restrictions and/or special instructions for returns or refunds as follows:
Returning and Exchanging Items
Customers may return or exchange items by following the instructions listed below:
Send all returns to:
[SHIPPING ADDRESS]
Modification of this Policy
Sugar factory reserves the right to modify the terms of this Policy at any time. Sugar Factory further reserves the right to limit, or decline returns or exchanges regardless of whether the customer has proof of purchase. All returns are subject to a refund verification process. All decisions regarding returns are subject to applicable laws. Sugar Factory retains final authority to accept or decline any item that is eligible for return. Sugar Factory will, under no circumstances, accept return of an ineligible item.
Sugar Factory also reserves the right to cancel or refuse orders, returns, or refunds for violations or abuse of our returns policy, or any fraudulent activities relating to returns.
This Policy only applies to returns of products purchased directly from Sugar Factory. Items purchased through third-party vendors may not be returned to Sugar Factory. Please confirm that your item is eligible for a return or refund by reviewing this Policy.
Perishable Items
Please note that many of our products are perishable items. To comply with the Food and Drug Administration (FDA) policies, Sugar Factory does not accept returns of opened, consumed, or altered perishable items. Please consider the weather in your area and note that many of our perishable items may be affected by it.
Contact us at {email} for questions related to refunds and returns.