Refund and Returns Policy
Returns & Refunds
At Sugar Rush Emporium, we are committed to ensuring your satisfaction with our products. If for any reason you are not entirely happy with your purchase, we offer a straightforward returns and refunds policy to make the process as easy as possible.
Returns
- Eligibility: You may return any item within 14 days of receipt, provided the item is unused, in its original packaging, and in the same condition that you received it.
- Return Process: To initiate a return, please contact us at returns@sugarrushemporium.co.uk with your order details and reason for the return. We will provide you with instructions on how to return your item.
- Return Shipping: You are responsible for the cost of return shipping unless the item is faulty or incorrect. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Refunds
- Processing Time: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, we will process the refund within 14 working days of receiving your returned item at our warehouse.
- Refund Method: Refunds will be issued to the original payment method used for the purchase. If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 14 working days of approval.
- Partial Refunds: In certain situations, only partial refunds may be granted, such as items not in their original condition, damaged or missing parts for reasons not due to our error, or items returned more than 14 days after delivery.
Exchanges
- Faulty or Incorrect Items: If you received a faulty or incorrect item which we have not informed you of a substitution, please contact us at returns@sugarrushemporium.co.uk with your order details and a description of the issue. We will arrange for a replacement or refund to be sent to you at no additional cost.
- Please also ensure you take photos so we can use these to help your return and claim from our carriers for any damaged items.
Non-Returnable Items
- Certain items cannot be returned, including:
- Gift cards
Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us at:
Email: help@sugarrushemporium.co.uk
Thank you for shopping with Sugar Rush Emporium! We value your business and strive to provide the best customer service possible.