Return & Refund Policy

Changed your mind about a non-perishable gift? You have 7 calendar days after delivery to ask us for a return and refund.

Just make sure it comes back unused, undamaged and in its original condition, with the original packaging, tags, accessories and anything else that came in the box.

Please get in touch before you send anything back. We’ll walk you through the return and confirm it’s eligible once we’ve had a look at the item.

And if your gift turned up incorrect, damaged or faulty, that’s a different situation, these condition rules don’t apply to it.

Perishables are the things with a short shelf life, fresh flowers, cakes, freshly prepared food and the like.

If the store hasn’t started preparing your order yet, you can ask to cancel it and get a refund, either with the store directly or through Sugary Support. The store makes the call, based on how far along preparation was when your request came in. Asking isn’t the same as cancelling, so please wait for confirmation.

Once preparation is underway, we can’t cancel, take back or refund a perishable gift simply because you or the recipient had a change of heart, someone has already started making it.

That said, if the item is wrong, damaged, faulty, spoiled when it arrives, or you’re entitled to a remedy under the law, this limit doesn’t apply to you.

Please double-check the delivery details and make sure your recipient is able to receive the gift. If the recipient fills in their own address, the same goes for them.

We’re not able to refund an order when:

• The address you or your recipient gave us was wrong or incomplete, so the gift couldn’t be delivered.
• The gift arrived exactly as ordered and in good condition, but the recipient turned it down.
• Three delivery attempts fall through for reasons on your side or the recipient’s, nobody available, no way in, or no reply to the courier’s messages.

Whether we can try again depends on what shape the item is in and whether it’s still available. If there’s a cost to redeliver, we’ll tell you what it is before we arrange anything.

None of this applies if the hold-up was on us, the store or the courier, or if your recipient had good reason to refuse something incorrect, damaged or faulty.

Once you’ve bought a gift card, that purchase is final and non-refundable, even if nobody has spent it yet. The only exception is where the law requires us to refund you.

There’s still a way forward, though. If the card is completely untouched, you or your recipient can ask to swap it for a gift card from another participating brand on Sugary.

We’ll check first that the original card hasn’t been spent, not even partly. Then we’ll talk you through which brands you can choose from, what the new card is worth and anything else you should know, before we confirm the swap.

A swap is a straight exchange, not a way to get cash back. And once it’s done, the original card stops working.

If something you’ve ordered turns out to be unavailable, we’ll get in touch. From there, it’s your call:

• Take a refund of what you paid for that item, or
• Swap it for something else that’s in stock.

We’ll never swap something in without asking you first. If the replacement costs more, you’ll need to approve it and cover the difference. If it costs less, we’ll refund you the difference.

And if we can’t fulfil the order at all, your refund includes the delivery charges you paid for it.

If what showed up isn’t what you ordered, send it back and we’ll refund you. Would you rather have a replacement? We can arrange that instead, whichever you prefer.

Do tell us if a gift arrives damaged, faulty, incomplete or spoiled. We’ll look into it and sort out the right refund, replacement or other remedy the law provides.

The sooner you let us know the better, especially with perishable items, and a photo or two goes a long way. Getting in touch quickly helps us investigate, and taking your time never costs you your legal rights.

When an item is incorrect, damaged or faulty, we arrange the return or collection and you pay nothing for it. With perishable goods, please check with us before sending anything back, so we can tell you whether a collection makes sense or there’s a better way to put it right.

Head to Help & Support on our website or in the app, and have these ready:

• Your order number, or anything else that proves the purchase.
• Which item it’s about, and what went wrong.
• Photos, if you have them.
• How you’d like us to put it right.

Recipients are welcome to report a problem or ask for a gift card swap themselves. Money, though, always goes back to whoever paid, we refund the original purchaser’s payment method.

Once your refund is approved, and once we’ve inspected the returned item, where that’s needed, we’ll send the money back to your original payment method within 7 business days. Your bank or payment provider may take a little longer to show it.

We refund what you actually paid for the item, tax included and discounts taken into account.

For change-of-mind returns, return shipping is on you, and the original delivery charge isn’t refundable. If you’d like us to arrange the return shipping, we’ll tell you the cost up front.

When the mistake is ours or the store’s, a wrong, damaged or faulty item, or an order we couldn’t supply, we refund or cover the delivery and return charges as appropriate.

Nothing on this page takes away the rights and remedies consumer protection law gives you. If anything here clashes with a legal requirement, the law wins.

And where we’ve said a store gets to decide something, that only applies in the places we’ve spelled out, it never overrides those rights.