REFUND POLICY

At Sugar Cubby, every cake and dessert is freshly baked and prepared to order with the finest ingredients. As our products are perishable and often customized, we follow the refund and cancellation policy below to ensure fairness for both our customers and our business. This approach is consistent with common practices for made-to-order bakery products.

1. Order Cancellation

  • Orders can be cancelled at least 24 hours before the scheduled delivery or pickup time for a full refund.
  • Custom, designer, photo, and personalized cake orders can only be cancelled 48 hours before the delivery or pickup time.
  • Once the preparation or baking process has started, orders cannot be cancelled.
  • Same-day and express delivery orders cannot be cancelled after confirmation.

2. Refund Policy

Refunds will only be provided in the following situations:

  • The wrong product was delivered.
  • The product arrived damaged due to our handling or delivery.
  • The order could not be delivered due to an error on our part.
  • Duplicate payment was made for the same order.

Approved refunds will be processed to the original payment method within 5–7 business days.

3. No Returns

As cakes, cupcakes, desserts, and other bakery products are perishable food items, we do not accept returns or exchanges once an order has been delivered or collected.

4. Quality Concerns

Customer satisfaction is important to us.

If you receive a product that has a quality issue, please contact us within 2 hours of delivery with:

  • Your Order ID
  • Clear photographs of the product
  • A brief description of the issue

After reviewing your request, Sugar Cubby may offer:

  • A replacement product
  • Store credit
  • A partial or full refund, depending on the nature of the issue

The decision will be made after verifying the complaint.

5. Delivery Issues

Refunds will not be provided if:

  • The delivery address provided is incorrect.
  • The recipient is unavailable at the delivery location.
  • Delivery is delayed due to weather, traffic, or circumstances beyond our control.
  • The customer requests a change after the order has been dispatched.

6. Customized Orders

Customized and personalized cakes are specially created according to customer specifications.

Therefore:

  • Design, colour shades, handmade decorations, and printed images may vary slightly from reference images.
  • Minor variations are not considered defects.
  • Customized cakes are generally non-refundable once production has begun.