Complaints & Disputes Policy - Sugar Rush Emporium

At Sugar Rush Emporium, we pride ourselves on delivering a high standard of customer care and product quality. However, in the rare instance that something goes wrong, this policy outlines how we operate, your rights, and how to submit a complaint or dispute.

1. How We Operate

At Sugar Rush Emporium, we are committed to dispatching your order promptly, securely, and with full transparency.

Tracked Delivery: All orders are dispatched using fully tracked services. You will automatically receive your tracking number by email once your parcel is processed and ready for dispatch.
Standard Dispatch Times: We aim to dispatch most orders within 1–3 working days. However, during peak periods, this may extend to 3–5 working days.
International & Specialist Items: Orders containing products imported from our partners in Germany, the Netherlands, or other countries (as clearly noted on relevant product pages) may require up to 5–7 working days for dispatch.
High Volume Periods: Due to the high volume of orders we handle weekly, processing times can occasionally extend to 7+ working days during busy seasons or promotional events. We appreciate your patience during these times.
Freshness Matters: Select products are sourced in real time from trusted international distributors to ensure maximum freshness upon arrival. This may occasionally impact dispatch speed but ensures premium product quality.
Communication & Monitoring: All customer communications, including emails and contact form messages, are securely logged and may be monitored for quality assurance, staff training, and dispute resolution purposes.

We believe in clear and fair communication — and always aim to keep you informed at every stage of your order journey.

2. Your Rights Under the Consumer Rights Act 2015

You are entitled to receive goods that are:

As described on the website
Of satisfactory quality
Fit for their intended purpose

If an item is damaged, faulty, or incorrect, please contact us within 14 days of receipt.

3. Courier Damage & Packaging

While we take all reasonable care when packaging your order, once it is with the courier, we must follow the correct claims process if damage occurs in transit.

All claims involving damage or non-delivery are subject to courier investigation.
Royal Mail, DPD, and other couriers do not require or guarantee protection from “Fragile” stickers. They accept claims based on the type of service used and the photographic evidence of damage.
Fragile labels are not a requirement for a successful compensation claim and do not offer guaranteed protection during transit.

4. Submitting a Complaint

If you experience an issue with your order:

Contact us at help@sugarrushemporium.co.uk
Include your order number, photos (if applicable), and a clear description of the issue
Allow up to 2 working days for an initial response
We will keep you informed during investigations, especially if awaiting courier claim results.

5. Disputes & Chargebacks

We are committed to fair resolutions and always encourage customers to contact us directly before raising disputes through payment providers.

Unjustified, false, or excessive dispute activity may result in your account being restricted from placing future orders with us.
Please note that making false claims or chargebacks may also lead to action from your card issuer or bank, which could include account flags, restricted card usage, or permanent limitations on your payment services as per their fraud and misuse policies.

We are always happy to resolve genuine concerns and appreciate customers who engage constructively.

6. Abusive or Threatening Behaviour

We will not tolerate:

Aggressive, threatening, or defamatory language
Repeated complaints after final resolution
Misuse of consumer rights for harassment or manipulation

Customers who breach this policy may be blacklisted from future purchases.
Our staff deserve the right to work free from hostility, and we reserve the right to protect our business.

7. Need More Help?

We aim to resolve all complaints as fairly and efficiently as possible.

Our Resolution Timeline:

Initial Response: Within 2 working days of receiving your complaint
Full Investigation (if required): Within 7–10 working days
Final Decision or Outcome: Within 14 working days (unless courier investigations or external parties require more time)

If, after following the above process, you still feel your issue has not been resolved fairly, you may seek independent advice or assistance from:

Citizens Advice
Your local Trading Standards office
EU Online Dispute Resolution (ODR) platform – for cross-border purchases within the EU

We are committed to fair trading and customer care and encourage respectful communication throughout the process

We appreciate the support of the vast majority of our respectful customers. This policy is in place to ensure a fair and secure shopping experience for all.