Return & Refund Policy
At Sugar Alchemy, we strive to provide high-quality products and exceptional customer service. However, if you are not completely satisfied with your purchase, our Return and Refund Policy outlines the steps you can take to resolve any issues.
1. Eligibility for Returns
- Due to the nature of our products, which are food items, we do not accept returns to ensure the safety and quality of our products and to avoid any risk of contamination.
- However, if you receive your order with any damage to the packaging during transit, please reach out to us immediately. We will gladly assist in resolving the issue and ensure you receive your order in perfect condition.
- For any concerns regarding your shipment, feel free to contact us at returns@sugaralchemy.in
2. Conditions for Return
To be eligible for a return, the following conditions must be met:
- The item must be unused, in its original packaging, and in the same condition that you received it.
- Returns must be initiated within 7 days of the delivery date.
- Custom orders and personalized items cannot be returned
3. How to Initiate a Return
To initiate a return, please follow these steps:
- Contact Us: Email us at returns@sugaralchemy.in or call +91 9843046300 with your order number, a description of the issue, and any relevant photos.
- Return Authorization: Once your return is approved, we will provide you with a Return Authorization Number (RAN) and instructions on how to ship the item back to us.
- Shipping the Item: Pack the item securely in its original packaging and include the Return Authorization Number inside the package. You are responsible for the return shipping costs unless the return is due to our error (e.g., incorrect or defective item).
4. Refunds and Replacements
- Refunds: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, a refund will be processed to your original payment method within 7-10 business days.
- Replacements: If your item is eligible for a replacement (e.g., it was damaged during shipping or you received the wrong item), we will send a replacement at no additional cost to you.
- Partial Refunds: In some cases, only partial refunds may be granted (e.g., if the item is not in its original condition, is damaged, or is missing parts for reasons not due to our error).
5. Return Shipping Costs
- Customer Responsibility: You are responsible for paying the return shipping costs unless the return is due to our error (e.g., incorrect or defective item).
- Non-Refundable Shipping Charges: Original shipping charges are non-refundable unless the return is due to our error.
6. Damaged or Defective Items
If your order arrives damaged or defective, please contact us immediately at [Customer Service Email] with photos and details of the issue. We will work with you to resolve the problem as quickly as possible, including offering a refund, replacement, or store credit.
7. Cancellations
Orders can only be cancelled before they have been processed and shipped. Once an order has been shipped, it cannot be cancelled. If you wish to cancel your order, please contact us immediately at orders@sugaralchemy.in.