Refund policy
Returns & Refund Policy
At SugarPlum, each order is specially created and personalised for you. Because our products are made to order according to the details provided when placing your order, we are unable to accept returns, exchanges or provide refunds simply because you have changed your mind or no longer require the items.
Personalised & Made-to-Order Products
Please carefully check all personalisation details, including names, ages, quantities, themes and any other information supplied, before completing your order.
SugarPlum cannot be held responsible for spelling errors or incorrect information supplied by the customer when placing an order.
Once production of a personalised order has begun, the order cannot normally be cancelled, changed, returned or refunded due to a change of mind.
Damaged, Defective or Incorrect Items
We take great care when creating and packaging every SugarPlum order. However, if your order arrives damaged, defective, or you receive an item that is materially different from what you ordered due to an error on our part, please contact us as soon as reasonably possible after receiving your parcel.
Please provide:
- Your order number
- A description of the problem
- Clear photographs showing the damaged, defective or incorrect items
- Photographs of the packaging where relevant
We may request additional information or photographs so that we can assess what happened.
Once the issue has been reviewed and verified, SugarPlum may, as appropriate and subject to applicable consumer law, replace the affected item(s), remake the affected item(s), or provide a refund for the affected item(s).
Where only part of an order is affected, any refund or replacement will generally apply only to the affected items rather than the entire order.
Damage During Delivery
If your parcel appears damaged when it arrives, please photograph the parcel and packaging before discarding any packaging.
Please also take clear photographs of any damaged products. This helps us investigate the matter and, where applicable, raise the issue with the delivery provider.
Minor Variations
As many SugarPlum products are handmade, assembled and personalised, slight variations in colour, positioning, print appearance, cutting or finishing may occur.
Colours may also appear slightly different depending on your device or screen settings.
Minor variations that do not materially affect the product are not considered defects.
Incorrect Personalisation Supplied by the Customer
SugarPlum creates personalised products using the information submitted with your order.
If an item has been correctly produced according to the information you supplied, we cannot provide a refund or free replacement because the information submitted was incorrect.
If you notice an error after placing your order, please contact us as soon as possible. If production has not yet started, we will do our best to update the details, but we cannot guarantee that changes will still be possible.
Refunds
Where a refund is approved, it will normally be processed using the original payment method where reasonably possible.
Please allow for normal banking or payment-provider processing times before the refunded amount appears in your account.
Contact Us
If there is a problem with your SugarPlum order, please contact us with your order number and the relevant photographs or information.
We want every SugarPlum order to arrive as it should, and genuine problems with damaged, defective or incorrectly supplied items will be assessed and handled as quickly as reasonably possible.
Nothing in this policy is intended to limit any rights or remedies available to you under applicable South African consumer law.