RETURNS OR REPLACEMENT POLICY

The return procedure must be initiated within 7 days of receipt of the item (carried out via email or letter).  All items must be returned with reasonable care in their original packaging, in an 'as new condition' including any protective films to any component part of the product to the address below.  Please include a copy of your invoice or a document stating your name, full address and post code, order number and reason for return. Items should be returned within 14 days of contact. Please ensure you obtain proof of postage at the time of sending; If your item is lost in transit, we would not be able to refund without evidence of your proof of despatch.  We recommend that you use a track and traceable method of return, such as My Hermes.

Occasionally, suppliers change their images or packaging.  We do not offer refunds if product information or images change due to circumstances beyond our control. On receipt and inspection of the returned goods we will then issue a refund where applicable. Shipping costs are the responsibility of the customer.  Returns due to you not wanting the goods on receipt will be refunded for the product, minus the initial shipping cost of the delivery, even if the order qualified for free shipping.

 

Items damaged in transit

In cases where items incur damage in transit, we will replace the goods free of charge where stock is available once a detailed explanation or photographic evidence has been provided, as this will greatly aid the claims process filed with the carrier responsible for the delivery.  Please send photo evidence by email with details of your order number within 7 days of receipt of goods.  However, low value items will be refunded, not replaced.

 

Excluded items

We do not accept returns on perishable and consumable goods (i.e. food items), tailor made, special order items or personalised goods such as Photocake products.

 

Can I cancel an order?

If your order has not been despatched, we will refund the full costs paid, including any shipping costs.

If your order has been despatched, the Consumer Rights Act 2015 and Distance Selling Regulations/the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 give you the right to cancel the order at any point up until the 14th calendar day after delivery.  Do not refuse the delivery – this is not the same thing as exercising your right to cancel the order.  Accept the delivery and contact us either by telephone or email and we can offer specific advice in more detail.  A handling charge of £10.00 plus the initial shipping fee will be deducted from any refund if a delivery is refused.

 

Click and collect orders

If you are cancelling a click and collect order, or you do not collect your order within 21 calendar days (unless by prior arrangement), we reserve the right to re-allocate the products back into stock, due to administration costs, re-stocking costs, best before dates costs, refunds will not be issued.

Returns Address:

Sugar and Crumbs

Unit 1

Bridgeside Business Park

Lingard Lane

Bredbury

Stockport

SK6 2QT

 

Telephone 0161 393 5056

Email: info.sugarandcrumbs@icloud.com

Office hours Monday to Friday 7am to 3pm excluding bank holidays.

Click and Collect is available between 8am to 4pm.

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