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Returns and refunds

EFFECTIVE DATE: 1/1/2023

RETURNS AND REFUNDS POLICY

 

Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions. It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise, then these need to be reported to us immediately so that we can investigate. Our Returns and Refunds Policy does not affect your statutory rights.

 

 RETURNS WILL NOT BE ACCEPTED FOR THE FOLLOWING REASONS

 

Due to the nature of the products being edible consumables we will not accept any returns of products due to change of mind, dislike of design or flavours, damage of the item occurring in transit after pick up or any other reason.

 

  • If there is deemed to be a health and safety issue with any products used in the making of the product you will be contacted by Sugarbear Cupcakes immediately and the order recalled and a full refund provided.

 

EXCLUSIONS AND NON-RETURNABLE ITEMS

The following items are non-returnable:

  • Perishable goods, such as food or flowers.
  • Change of mind

 

TIMEFRAMES FOR ACCEPTING INVOICES AND QUOTES

All our quotes are completed as preliminary invoices. If the details are correct and you wish to proceed you with need to

  • Pay 50% of the total amount of the invoice to secure your booking.

 

Invoices are current for 48 hours ONLY. After which time they will be cancelled. Should you wish to proceed after an invoice in cancelled you will need to resubmit an order enquiry form as the date may no longer be available.

 

All outstanding invoice amounts need to be paid 4 weeks prior to the pick up date.

 

 

TIMEFRAMES FOR CANCELLING AN ORDER OR CHANGE OF DATE.

We ask that you let us know prior to 21 DAYS OF YOUR PICK UP DATE should you wish to cancel your order or change the date.

Change of date is subject to availability and may not be able to be done if there is not an available or agreeable date for both parties. If this occurs the order is deemed to be cancelled and the cancellation policy then applies.

 

Change of mind or change of order details are deemed as cancelling the original contract terms and as such will be handled under the cancellation policy. It is at the discretion of Sugarbear cupcakes and cakes and its agents as to whether the details being changed can be done so under the original agreement (for example a simple colour change would be under the original contract). However, orders cannot be cancelled in part or designs amended without cancelling the initial order and commencing a new order process which will be subject to the availability and discretion of sugarbear cupcakes.

 

Cancellation policy

 

For orders cancelled 4 weeks prior to the pick up date

  • Any monies paid including deposit will be refunded minus any items which have been purchased for the purpose of completing the order
  • Refunds will be provided within 14 business days of receiving written advice that you wish to cancel the order with bank details included. Take note that our business days for administration purposes are Tuesdays only.

For orders cancelled within the 4 week time period but prior to 21 days before the pick up date

  • Any monies paid will be refunded minus the deposit amount AND minus any items which have been purchase for the purpose of completing the order.
  • This means that any order cancelled within 4 weeks, the deposits are non refundable.

For orders cancelled within 21 days of the pick up date

  • Any monies paid are non refundable and the order amount will be forfeited.

 

Cancellation of orders by Sugarbear

 

Order amounts are required to be paid in full 21 days before the pick up date. Orders which have not been paid in full 21 days before the pick up date will be given-

  • A reminder to pay 3 weeks prior and a warning in relation to the order being cancelled if the amount is not received
  • If the amount is still not paid 14 days prior to pick up date, sugarbear cupcakes reserves the right to cancel the order in its entirety and any monies paid are forfeited and non refundable.

DISPUTE RESOLUTION

 

Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.

 

POLICY UPDATES

 

We reserve the right to update or modify this Returns and Refund Policy at any time.  Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.