Terms & Conditions - Sugar Rush Emporium

1. Introduction

Welcome to Sugar Rush Emporium! These terms and conditions outline the rules and regulations for the use of our website and services, located in Norfolk, England, UK. By accessing this website and placing an order with us, you accept these terms and conditions in full. If you disagree with any part of these terms and conditions, please do not use our website.

2. Definitions

“Company”, “We”, “Our”, and “Us” refer to Sugar Rush Emporium.
“Website” refers to www.sugarrushemporium.co.uk.
“You” and “Your” refer to the customer or user of our website.

3. Use of the Website

You must be at least 18 years old to use this website or make a purchase.
You agree to use this website in accordance with these terms and conditions and for lawful purposes only.
We reserve the right to terminate your access to the website without notice if we believe that you are violating these terms and conditions.

4. Products and Services

All products and services are subject to availability and may be withdrawn at any time without notice.
We strive to display accurate product descriptions and images, but we do not warrant that the content on our website is accurate, complete, reliable, current, or error-free.

5. Orders

By placing an order, you are offering to purchase a product subject to these terms and conditions.
All orders are subject to availability and confirmation of the order price.
We reserve the right to refuse any order placed by you.

6. Pricing and Payment

All prices are in GBP (£) unless otherwise stated.
Prices are subject to change without notice.
Payment must be made at the time of order via the payment methods specified on our website.
If we discover an error in the price of any goods which you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it.

7. Shipping, Delivery & Packaging

We aim to dispatch orders within 2–3 business days. Delivery times may vary depending on your location and chosen shipping method.

The delivery service selected at checkout (e.g. Royal Mail Tracked 24 or Tracked 48) reflects the estimated timeframe after dispatch. These timeframes are not guaranteed, and we are not responsible for delays caused by the carrier, customs, weather, or other external factors. As such, we do not offer refunds or compensation for courier-related delays if the order has been dispatched on time from our warehouse.

Weather-Sensitive Products:
If an order contains products that are sensitive to heat or extreme weather, we reserve the right to hold the order temporarily until conditions are more suitable for safe delivery. This is to help protect the integrity of your items and avoid preventable damage in transit.
If you would prefer us to dispatch your order at your own risk, please email us to confirm this in writing. In such cases, we accept no responsibility for melted or damaged products resulting from temperature exposure during delivery.

Peak Seasons:
During peak seasons (e.g. Christmas, Easter, Halloween, Black Friday), delays may occur both at our warehouse and in transit due to high order volumes. While we work hard to maintain dispatch times, we ask for your understanding and patience during these periods.

Packaging & Condition of Goods:
We take care to ensure all items are packed securely. Some products come in branded or retail packaging which may occasionally become creased, dented, or slightly damaged in transit. Unless otherwise stated on the product page, outer packaging is considered protective and is not guaranteed to arrive in perfect condition.

If only the outer packaging is damaged, but the product itself is intact and usable, no refund or replacement will be issued.
If both the product and packaging are damaged, you must notify us within 7 days of delivery with photographic evidence so we can assess the issue and consider appropriate next steps. Claims made after this timeframe may not be eligible for review.

Delivery costs will be added to your order and displayed at checkout.

8. Returns and Refunds

If you are not satisfied with your purchase, you may return it within 14 days of receipt for a full refund or exchange, provided the item is unused and in its original packaging — unless the product has an issue such as incorrect expiry, mislabelling, or a fault.

To initiate a return or report a problem with your order, please contact us at [email protected]. We operate a Returns Authorisation System, and a form will be sent to you to complete. You will be required to provide order details and clear photographic evidence of any issue (e.g. damage, wrong item, missing items, or faults) so that we can properly assess your request.

All orders are shipped with tracking. In cases where an item is missing, lost, or damaged, this tracking will be used to support our investigation. If we need to make a claim with the courier, we will require relevant images and evidence from the customer to proceed.

Once your completed form and images have been received, we will review your case. If your claim is accepted, our team will contact you to confirm the next steps, such as sending a replacement or issuing a refund.

Refunds will be processed within 14 days of receiving and accepting the returned item (if applicable).

Return shipping costs are the responsibility of the customer unless the item is faulty or the issue occurred due to an error on our part.

9. Intellectual Property

All content on the website, including but not limited to text, graphics, logos, images, and software, is the property of Sugar Rush Emporium or its content suppliers and is protected by UK and international copyright laws.
You may not reproduce, duplicate, copy, sell, resell, or exploit any portion of the website without express written permission from us.

10. Limitation of Liability

To the maximum extent permitted by law, Sugar Rush Emporium shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses, resulting from your use of the website or products.

11. Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales.

12. Changes to Terms and Conditions

We reserve the right to update or modify these terms and conditions at any time without prior notice. Your continued use of the website following any changes constitutes your acceptance of the new terms and conditions.

13. Contact Information

If you have any questions about these terms and conditions, please contact us at [email protected].

14. Logistics & Fulfilment

Sugar Rush Emporium operates from two warehouses in the UK, and one distribution centre, in Wijchen, Netherlands with products regularly moving through our own logistics system. We work closely with trusted logistics partners including Maersk, DHL, and GeoPost to manage the flow of stock between sites and ensure timely fulfilment of customer orders.

While this multi-location setup allows us to handle larger volumes and offer efficient service, there may be occasional dispatch delays as stock is transferred within our internal network. We appreciate your patience and understanding while we work to deliver your order as quickly and smoothly as possible.