Refund policy

Refund policy

 

Damages and Defects 
Please inspect your order upon reception and contact us immediately if the item is mis-described, defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

For any product quality or delivery issues, contact us at orders@sugarandsyrup.com. Make sure to provide your order number and pictures so we can investigate the issue. 

For mis-described, defective or damaged Products we will arrange a refund of the price of the Product in full, together with any applicable delivery charges, and any reasonable costs you incur if we require you to return the Product to us. If we require a return, we’ll send some instructions on where to send your package. We will initiate a refund to the same method of payment used to make the purchase. If you used vouchers to pay for the Product, we may refund you in vouchers.

Items sent back to us without first requesting a return will not be accepted.

Cancellations

If you would like to cancel your order, please email orders@sugarandsyrup.com. Your full order (including postage) will be refunded if your order has not been fulfilled.   If your order has been fulfilled. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

 

Further detail is provided below:

The provisions of this article only apply to users who purchase products on our website in their capacity as consumers.

You have a right to cancel an order up to the point of dispatch of your order.  This means that during this period if you change your mind or decide for any other reason that you do not want to receive a Product, you can notify us of your decision to cancel the order and receive a refund.  We will then: (i) refund you the price you paid for the Product; (ii) refund any delivery costs you have paid; and (iii) make any refunds due to you as soon as possible and in any event within 14 days after you inform us of your decision to cancel the order.  We will refund to the same method of payment used to make the purchase.  If you used vouchers to pay for the Product, we may [PO2] [JB3] refund you in vouchers.

Part-cancellation of an order is not possible; the order will be cancelled in its entirety and we will issue you with a full refund. The order will then need to be re-made.

Once your Product has been dispatched, you will still be able to cancel the Contract for up to 14 days after the date on which you, or a third party other than the carrier and designated by you, received the Product. 

In order to exercise the right to cancel your Contract, you need to inform us in writing to our e-mail: orders@sugarandsyrup.com of your decision, with your order number in the email header, clearly stated the request to withdraw or cancel your contract. 

If your cancellation is accepted, we will send instructions by email to the contact address provided this will reference where to return your product. Products sent back to us without first requesting a return will not be accepted.

You will be responsible for paying for your own shipping costs for returning your product.

You must return all the Products in your order to us with all Product packaging undamaged and intact without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. If the packaging is damaged, a refund will not be possible. However, if the packaging was damaged in transit, the ‘Damages and Defects’ article will apply. Prior to your return of the Product, please store it appropriately as per the instructions on the Product, otherwise a refund will not be processed. Please be aware, we will only accept a return under this article if all the Products in your order are returned. You will be responsible for the cost of returning the Product to us.  We will provide any applicable refunds to include (i) cost of product(s) and (ii) original postage cost, within 14 days of receiving the Products back.  The refund will be to the same method of payment used to make the purchase. If you used vouchers to pay for the Product, we may refund you in vouchers.

If you are a business customer Section 3.1 on right of withdrawal or cancellation does not apply and T&L Sugars Limited standard T&C of sale will apply instead: T&L Sugars - Standard Terms and Conditions of Sale (2022-06-22) Final - English (1).pdf.  If there is any conflict or ambiguity between the terms and conditions provided for via this website and the T&L standard T&C of sale for business customers, a term contained in the T&L standard T&C of sale for business customers shall have priority.