Terms & Conditions and Legal Disclaimer

1. 🧾 Order Confirmation & Payment Terms

All orders are made to order and are only confirmed once full payment has been received.

• Placing an order (via website, email, or social media) does not guarantee acceptance.

• We reserve the right to accept or reject any order based on availability or suitability.

• You will receive an order confirmation email or message once your payment is processed and your order is accepted.

 

2. 🚚 Delivery & Collection​

• Upon selecting a collection point, customers will receive a separate email within 24 hours outlining three available collection time slots for the chosen location. Customers must respond within 24 hours to confirm their preferred time slot.

• Any delays must be communicated at least one hour prior to the confirmed time slot. Failure to notify us in advance may result in collection being redirected to the Tulse Hill collection point.

• Only brookies (Original and Lotus) are available for postal delivery across the UK.

• All other products are not suitable for postage due to their delicate nature.

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3. 🎂 Product Availability & Information

• As a micro bakery, we bake in small batches, and availability may be limited.

• Product descriptions, images, and flavours are subject to change based on seasonal ingredients or supply availability.

• While we do our best to ensure accuracy, minor variations in colour, decoration, or finish may occur as everything is handmade!

 

4. 💷 Pricing, Payments

• All prices are listed in GBP (£) and may change at any time without notice.

• Payment must be made in full at the time of ordering via the accepted methods shown at checkout.

 

5. 🔄 Returns & Refunds

• You will get a 100% refund if you cancel your order within 24 hours. Outside that timeframe, we will not be able to process refunds. 

• Due to the perishable nature of our products, we do not accept exchanges.

• We do not issue refunds for:

                  - Missed collections/deliveries

                  - Minor aesthetic differences (as all items are handmade)

 

6.  Complaints

• If you're unhappy with your order for any reason, please contact us within 24 hours of receiving it.

• Complaints must include photos and a clear explanation of the issue.

• As a small business, we always aim to make things right and appreciate the opportunity to improve.

 

7. ⚠️ Allergens & Ingredients

• All products are made in a kitchen that handles nuts, gluten, dairy, eggs and soy.

• While we take care to prevent cross-contamination, we cannot guarantee any product is free from allergens.

• Please check out our 'Ingredients & Allergen Information' page or we can provide this upon request.

• It is the customer’s responsibility to check allergen information before ordering.

 

8. ⚖️ Limitation of Liability

• SugarCoats is not liable for any allergic reactions, incorrect storage by the customer, or damages after the product has been collected or delivered.

• We are also not responsible for delays caused by third-party delivery services (e.g., postal delays for brookie orders).

• Our maximum liability is limited to the total amount paid for the order in question.

 

9. 📞 Contact Information

If you have any questions, concerns, or need support, please get in touch:

📧 Email: Sugarcoats94@gmail.com

📱 Instagram: @Sugarcoats94

or via our 'Contact Us' page

🕒 We aim to respond within 24–48 hours.

 

Thank you for supporting our small business! 🧁By placing an order, you acknowledge that you’ve read, understood, and agreed to these Terms & Conditions.