Refund policy

Returns & Refunds

Due to the nature of food and imported pantry products, we are unable to accept returns or exchanges on opened or used items.

If your order arrives damaged, incorrect, or incomplete, please contact us within 24 hours of delivery and we will do our best to resolve the issue promptly.

To help us investigate delivery issues, customers may be asked to provide photographs of:
• the outer packaging
• the shipping label
• the affected product(s)

Non-Returnable Items

For food safety and quality assurance reasons, we are unable to accept returns on:
• Opened food products
• Pantry items that have been opened or used
• Temperature-sensitive products
• Sale or clearance items

If your order arrives damaged, incorrect, or with an issue affecting quality, please contact us within 24 hours of delivery and we will work to resolve the matter as quickly as possible.

Delivery Issues

If your order is marked as delivered but cannot be located, please contact us as soon as possible so we can assist in investigating with the courier.

Refunds

Where a refund is approved, refunds will be processed back to the original payment method. Processing times may vary depending on your payment provider or bank.

Questions

For any order support enquiries, please contact:

team@sugarhill.ae