Effective Date: October 1, 2023
Thank you for choosing LuxSugary for your custom baked goods needs. We take pride in creating delicious, made-to-order baked goods that meet your specific requirements. However, we understand that there may be situations where you need to return a product or request a refund. Please read this policy carefully to understand our guidelines for returns and refunds.
1. Custom Order Cancellations:
- Cancellation Window: If you wish to cancel a custom order, you must notify us at least 96 hours/4 days before the scheduled pickup or delivery date. Cancellations made within this time frame will be eligible for a full refund.
- Cancellation Fee: For orders canceled after the cancellation window has closed, a cancellation fee of 50% of the total order value may apply to cover the costs incurred in the preparation process.
2. Returns and Refunds for Quality Issues:
- Quality Guarantee: We are committed to delivering high-quality custom baked goods. If you believe your order does not meet the quality standards you expected, please contact us within 24 hours/1 day of receiving your order. We may request photographic evidence to assess the issue.
- Refund or Replacement: Depending on the nature of the issue and our evaluation, we may offer one of the following solutions:
- Full refund of the purchase price.
- A partial refund.
- A replacement order at no additional cost.
3. Changes to Custom Orders:
- Change Requests: If you need to make changes to your custom order, please contact us as soon as possible. We will make reasonable efforts to accommodate your request, but we cannot guarantee changes can be made if your order is already in production.
4. Non-Refundable Items:
- Edible Nature: Given the perishable and custom-made nature of our products, we cannot accept returns or offer refunds for products that have been consumed or modified in any way after delivery or pickup.
5. Shipping and Delivery:
- Delivery Issues: If your order is delivered and you are not satisfied with the condition of the products, please contact us within 24 hours/1 day of receipt. We may require photographic evidence to assess the issue.
- Late Deliveries: While we strive to meet delivery deadlines, there may be situations beyond our control (e.g., weather, traffic) that cause delays. We cannot offer refunds for orders that are delivered late due to unforeseen circumstances.
6. Refund Processing:
- Processing Time: Refunds will be processed within 3 business days after we have approved your request and received all necessary information.
- Payment Method: Refunds will be issued via the original payment method used for the order.
7. Contact Us:
If you have any questions about our return and refund policy or need assistance with a return or refund request, please contact us at luxsugary@gmail.com.
By placing an order with LuxSugary, you agree to abide by the terms and conditions outlined in this Return and Refund Policy. We reserve the right to update or modify this policy at any time, and any changes will be effective upon posting to our website or providing notice to customers.
Thank you for choosing LuxSugary, and we look forward to serving you delicious custom baked goods.
LuxSugary
luxsugary@gmail.com
816-876-6781
luxsugare.com