Refund policy

Refund & Returns Policy

Effective Date: 15 March 2025

At Sugar and Crafts ("SAC," "we," "our," "us"), we take pride in providing high-quality products. Due to the nature of our business and the handling of food products, we have strict return and refund policies to ensure food safety and compliance with regulations. Please read this policy carefully before making a purchase.

1. General Return Policy

We accept returns under the following conditions:

  • Returns must be requested within 7 days of receiving your order.
  • Free return shipping applies to eligible returns.
  • No restocking fees apply.
  • Final sale items: We do not classify any products as final sale; however, returns are subject to the conditions outlined below.

2. Returns & Refunds for Food Products

Due to food safety regulations, we cannot accept returns or exchanges if you ordered the wrong item or changed your mind. However, if a food product is defective or does not meet our quality standards, we will gladly issue a refund or replacement under the following conditions:

  • The product is within its expiry date and has been stored properly.
  • The product has been opened only to the extent necessary to determine a defect.
  • You notify us within 48 hours of receiving your order.
  • If the product is found to be faulty and you provide proof via email (photos, description, etc.), we will arrange collection at our expense. The product should be returned with its original packaging where possible.

If these conditions are met, we will either:

  • Replace the item with the same product, or
  • Issue a refund to your original payment method.

3. Non-Food Product Returns

For non-food items, returns are accepted within 7 days if the item is unused, in its original packaging, and in resalable condition. Refunds or exchanges will be processed after inspection of the returned product.

4. Defective or Damaged Products

If you receive a product that is damaged, defective, or does not meet specifications, you must notify us immediately upon receipt by emailing info@sugarandcrafts.co.za with the following details:

  • Order number
  • Description of the issue
  • Clear photos of the product and packaging
  • The batch number of the product (found on the packaging) so we can check our retained sample for traceability

Our liability is limited to replacing the defective goods or issuing a refund, at our sole discretion. Refunds will be processed within 5-7 business days once the return has been received and inspected.

5. Warranty & Guarantee

All products sold by SAC are manufactured by us and carry our own warranty or guarantee. If a product is found to be defective due to a design or manufacturing flaw, we will process a refund or exchange in accordance with the Consumer Protection Act (CPA).

SAC reserves the right to conduct a technical assessment on returned goods before processing a refund or exchange. As the manufacturer, we will inspect the product internally to determine the cause of the defect.

6. Exclusions (Returns Will Not Be Accepted If)

SAC will not be responsible for defects or damages caused by:

  • Misuse, neglect, improper storage, or handling.
  • Use of goods contrary to their intended purpose.
  • Accidental damage or physical alteration of the product.
  • Exposure to extreme environmental conditions (e.g., excessive heat, humidity, or direct sunlight).

If a product is returned and found to be damaged due to any of the above reasons, the customer will be liable for inspection fees, shipping, handling, and labour costs incurred by SAC.

7. How to Request a Return or Refund

To initiate a return or refund request, please contact us at:

Sugar and Crafts
115 Hoogoond Street, Silvertondale, Pretoria, South Africa, 0184
Email: info@sugarandcrafts.co.za
Phone: +27 087 944 0721

Our team will guide you through the process and provide return shipping details if applicable.

Changes to This Policy
SAC reserves the right to update or modify this Refund & Returns Policy at any time. Any changes will be posted on our Website and take immediate effect.