Please read the information below before placing your order.

Return Policy

Sugar Castle wants you to be completely satisfied with your purchase.

All returns are allowed within 7 days of receiving the order, on items that are only sealed and unused and in new condition with all of the original packaging, manuals, accessories, etc.  Will be accepted.

 

When ordering Food Products and other heat-sensitive items shipped during the summer months are shipped at the purchaser’s risk and are not guaranteed against weather related damage.  We will do everything possible to prevent it but we cannot be responsible for products that melt or are damaged during shipping. (Discoloration)

 

Food products and Food packaging items are not returnable for any reason.

 

  • On standard returns, you are responsible for the shipping back to us.
  • If you are requesting a refund, you will receive full credit of the purchase price minus the original shipping cost.
  • If you are requesting an exchange, you will be charged for the reshipment of the product plus any additional upgrade charges if the product you are requesting has a greater value.

Returns Due to Damage, Defect or Receipt of Incorrect Product:

 

  • If a product is found to be defective or damaged during shipping you will have the option of a replacement or refund of the purchase price and shipping charges.
  • If items are damaged due to the shipping carrier, we will file a claim on your behalf, directly with the carrier. We need the following items from you:
  • Send a picture of your damage to info@sugarcastleusa.com
  • Order number from which your damage occurred.
  • Your contact information where you can be notified.

 

If the shipping carrier approves our claim, we will issue you a STORE CREDIT for your product.

 

Refused Orders

Any order sent to a customer that is refused will be charged the shipping costs plus a restocking charge of 15-25%.

 

Returned Orders Due to Incorrect Address

If your order is returned to us due to an incorrect address given by the customer at the time of ordering, we will re-ship the order at the customer’s expense. If the customer chooses not to have the order re-shipped, they will be charged a 15% restocking charge plus the original shipping charges.