Butter Gooey Toffee

Sorry Sugar aims to provide customers with the best possible shopping experience. However, since our products cannot be reused or resold once opened or consumed, they are not eligible for return after delivery. Any damage caused due to improper storage, handling, or incorrect preparation will not be covered under this policy. Additionally, this policy does not cover reactions arising from individual dietary sensitivities or allergies to specific ingredients. Customers are advised to review the ingredient list carefully before consumption.

Sorry Sugar is not responsible for any damage that occurs after the delivery of products. To raise a claim for missing items, leakage, breakage, damaged, or incorrect products, customers must provide a clear unboxing video showing the original packaging and the condition of the product at the time of opening. This video is mandatory for all such claims.

To request a refund, customers should contact us at our customer support, along with relevant images and videos supporting the claim. The subject line of the email should include “Refund For.” If a package appears tampered with, damaged, or defective at the time of delivery, customers must refuse to accept it immediately from the delivery partner.

If an order is marked as delivered but has not been received, customers must report the issue within three days of the delivery status. No refunds will be processed after this timeframe. Delivery charges are non-refundable, as they are charged by delivery partners. All refund requests must be submitted within 48 hours of delivery along with the required proof.

Once approved, refunds may take up to 10 days to be credited. For Cash on Delivery (COD) orders, refunds will be transferred to the bank account provided by the customer within 4–7 working days. Sorry Sugar will share the transaction ID and confirmation details, including screenshots, once the refund is initiated.

Cancellation Policy

Orders can only be cancelled before they are dispatched from the warehouse. Once a cancellation request is approved, refunds for prepaid orders will be credited back to the original payment method within 10 days of acceptance.

FAQ’s

Q1. After acceptance of cancellation/refund, how long would it take to receive back my funds?
Refunds for prepaid orders are credited to the original payment method within 10 days of approval. In the case of COD orders, refunds are processed to the bank account shared with the customer support team within 4–7 working days. Sorry Sugar will provide confirmation details, including transaction IDs and relevant screenshots, once the refund is initiated.

Q2. Does the policy cover opened/used products?
No, this policy does not cover products that have been opened or used. It only applies to cases involving leakage, broken items, or missing products.

Q3. How can I cancel my order in case I placed it by mistake?
If an order is placed by mistake, it can be cancelled directly from the order confirmation page within the first few hours. Alternatively, customers can contact support at support@sosorrysugar.com for assistance.