returns
returns, plainly.
[LEGAL REVIEW] This policy, and especially the personalised-goods exemption below, needs a lawyer to check it against EU and UK consumer law. (gate G35)
Prints from the wall
Changed your mind about a ready-made piece? Return it within 14 days of delivery, unused and in its original packaging. Return shipping is on you.
Custom pieces
Anything made to your words, places, sky, photograph or voice is made for you alone, so it cannot be returned for a change of mind — only if it arrives damaged or faulty. This follows the exemption for goods made to the customer's specifications or clearly personalised, under the EU Consumer Rights Directive (Art. 16(c)) and the UK Consumer Contracts Regulations 2013 (reg. 28(1)(b)).
Damaged or faulty
Tell us within 7 days of delivery: email photos and your order number to support@sugarteddy.example. We will send a free replacement or refund you in full, whichever you prefer — custom pieces included.
Refunds
Once a return is approved, the refund reaches your original payment method within 14 days.
Starting a return
Email support@sugarteddy.example with your order number and what you would like to send back. We will reply with where to send it.