Refund policy

 

 

HEY SUGAA

 

By paying the deposit for your order, you agree to these Terms and Conditions.

 

 

1. INGREDIENTS

-       1.1 Every effort is made to keep allergen ingredients separate; however, products may contain traces of gluten, dairy, eggs, soy, nuts, and other allergens.

-       1.2 It is the responsibility of the Customer to inform HEY SUGAA prior to the confirmation of their booking of any allergy issues.

-       1.3 It is the responsibility of the Customer to inform their guests of all allergy information and accordingly, HEY SUGAA will not be held liable for any allergic reaction resulting from consumption of the order.

-       1.4 HEY SUGAA uses Colour Mill Food colouring in the buttercream. Darker colours (black/navy/red, etc.) may temporarily stain the mouth, tongue, and skin. The stain typically only lasts while in contact with the buttercream and can be removed by rinsing the mouth with water or washing the hands/skin with soap.

-       1.5 Every effort is made to ensure the white buttercream is as white as possible but as buttercream is made primarily with butter, which has a natural yellow tint, and there will still be a slight off-white.

 

2. ORDERING

-       2.1 HEY SUGAA prefers at least 7 days’ notice for buttercream orders and 14 days’ notice for custom orders, however, if it is possible, will attempt to accommodate the customers occasion date.

-       2.2 Any inspiration photos which include products produced by any other baker, can only be reproduced by HEY SUGAA as our interpretation and in our style of that product/s. All effort will be made to ensure that the final product/s matches the photo as much as possible, however. HEY SUGAA does not guarantee to match the exact colour/s and designs chosen.

-       2.3 It is the responsibility of the customer to ensure all contact details, personal information, spelling of names, design requirements, delivery & collection details and any requested changes have been properly documented on the quote & invoice. Notify HEY SUGAA via email immediately of any errors.

 

3. QUOTATIONS AND DEPOSITS

-       3.1 All quotations will clearly state the date in which the quote is valid until. Once this date has passed, the quote will be cancelled.

-       3.2 It is the responsibility of the customer to contact HEY SUGAA to renew a cancelled quote.

-       3.3 A NON-REFUNDABLE 50% deposit (via bank transfer) is required to confirm the order. All quotations will clearly state the date in which the payment is due. No order will commence until a deposit has been paid & received. Once the deposit has been paid, the quoted price remains fixed to the details in the quote unless changes are agreed upon.

-       3.4 When the collection date is less than 7 days after the date of issue, the quote will be valid for 1-2 days and the customer will be required to pay full payment (via bank transfer) to confirm the order 50% of this is a NON-REFUNDABLE deposit. No order will commence until a full payment has been paid & received.

 

 

4. CHANGES

-       4.1 If any changes in flavour, colour/s and design are requested up to 7 days in advance of the collection date, and are available to HEY SUGAA, the changes can be accommodated. If the changes are requested less than 5 days prior to the collection date, the changes will be denied.

 

5. FINAL BALANCE PAYMENTS

-       5.1 The final balance is due (via bank transfer) no later than 7 days before collection date. All invoices will clearly state the date in which the final payment is due. No order will proceed until the final payment has been paid & received.

 

6. COLLECTIONS

-       6.1 All quotes and invoices will clearly state the agreed collection date and time.

-       6.2 It is the responsibility of the customer to arrive on time to their scheduled collection. A grace period of 15 minutes past the scheduled collection time is allowed, after this 15 minute, HEY SUGAA’s ability to hand over the product/s cannot be guaranteed due to other commitments. If the customer anticipates being late, please notify HEY SUGAA immediately. No refunds will be issued for uncollected products.

-       6.3 It is the responsibility of the Customer to check they are happy with the state of their order before leaving the premises. Adjustments, if available, can be made to ensure the customer is satisfied before leaving the premises with their product/s.

-       6.4 Once the order has left the premises, it is the responsibility of the customer to ensure that the order gets to its destination safely and is stored as per the instructions to achieve best results for taste and quality. HEY SUGAA is not liable for any damages to the product/s after it has left the premises.

 

7. DELIVERIES

-       7.1 HEY SUGAA offers delivery for larger products ONLY and if the date and time suits them.

-       7.2Delivery is charged at HEY SUGAA’s discretion.

-       7.3 Delivery will be carried out in a safe and appropriate manner. Once delivered to the customer and change of hands has been completed with the product/s in appropriate condition, it is then up to the customer to store and care for the product/s as per the instructions. If anything is to happen to the product/s after this exchange, HEY SUGAA is not liable for any damages.

-       7.4 A delivery date and time will be agreed by both parties, and if the customer is not at location at this time and date, and HEY SUGAA is not able to contact the customer, the product/s will be transported back to HEY SUGAA’s premises and it will be the customer’s responsibility to collect.

 

8. PUBLICATION

-       8.1 HEY SUGAA reserves the right to use any image or video of a product/s for publication at a later date. It is the responsibility of the customer to inform HEY SUGAA if the customer does not want any photos/videos of their product/s publicised.

 

9. POSTPONEMENT

-       9.1 If, for any reason the customers event is required to be postponed, please contact HEY SUGAA immediately.

-       9.2 If the customer informs HEY SUGAA of the postponement up to 7 days in advance of the collection date, a new date can be accommodated.

-       9.3 If the customer informs HEY SUGAA of the postponement less than 7 days prior to the collection date, the product/s will still need to be collected on the scheduled collection date OR the customer will need to cancel the order (see below).

 

 

 

 

 

 

 

10. CANCELLATIONS/ REFUNDS

-       10.1 If, for any reason the customers event is cancelled, please contact HEY SUGAA immediately.

-       10.2 If cancellation of the order is required, the refund policy is as follows:

-       10.3 If the cancellation is up to 7 days in advance of the collection date, the customer will receive a refund, LESS their initial 50% deposit.

-       10.4 If the cancellation is less than 7 days prior to the customers collection date, there will be absolutely no refunds given.

-       10.5 If the customer is dissatisfied with the product/s after it has arrived at it’s destination, the customer must get in contact with HEY SUGAA immediately and return the product/s in its original packaging within 24 hours of collection.

-       10.6 Upon receiving the returned product/s, HEY SUGAA will inspect it to understand the issue. If the inspection confirms a fault on HEY SUGAA’s part, the customer will receive a refund LESS their initial 50% deposit. Refunds will be paid within 30 days of cancellation.