SWEETDELUX REFUND POLICY

Effective Date: April 17, 2026

Surrey, BC, Canada

1. OVERVIEW

At SWEETDELUX, we take great pride in the quality and craftsmanship of every handmade, small-batch confection we produce. Customer satisfaction is at the heart of everything we do, and we are committed to delivering products that meet the highest standards of taste, presentation, and care.

However, due to the perishable and handmade nature of our products, all sales are generally considered final. We understand that certain situations may arise that warrant a refund, replacement, or store credit, and this Refund Policy outlines the circumstances under which such remedies are available, as well as the process for requesting them.

By placing an order with SWEETDELUX, you acknowledge that you have read, understood, and agree to the terms set forth in this Refund Policy.

2. ELIGIBILITY FOR REFUNDS

2.1 Qualifying Situations. SWEETDELUX will consider a refund, replacement, or store credit in the following circumstances:

(a) Items that arrive damaged during shipping;

(b) Incorrect items received, including wrong product or incorrect quantity; and

(c) Products that arrive in a condition that does not meet SWEETDELUX quality standards, including but not limited to spoilage or melting beyond acceptability.

2.2 Time Limitation. All refund requests must be submitted within forty-eight (48) hours of the confirmed delivery date. Requests received after this period will not be considered.

2.3 Photographic Evidence. All refund requests must be accompanied by clear photographic evidence of the issue, including photographs of the affected product(s) and the packaging in which they were received. SWEETDELUX reserves the right to deny any claim submitted without adequate documentation.

3. NON-REFUNDABLE ITEMS

3.1 Exclusions. Refunds, replacements, and store credits are not available under the following circumstances:

(a) Change of mind or buyer’s remorse;

(b) Products that have been opened, partially consumed, or tampered with, unless the customer is reporting a legitimate quality issue;

(d) Delivery delays caused by shipping carriers that are beyond SWEETDELUX’s control;

(e) Custom or special orders, including but not limited to wedding favours, corporate gifts, and event orders, unless the product is demonstrably defective; and

(f) Gift cards or store credits.

4. HOW TO REQUEST A REFUND

4.1 Refund Request Process. To submit a refund request, customers must follow the steps outlined below:

Contact SWEETDELUX within forty-eight (48) hours of delivery by sending an email to info@sweetdelux.com.
Include the following information in your email: your order number, a detailed description of the issue, and clear photographs of the product and packaging.
Await review. The SWEETDELUX team will review your request and respond within three to five (3–5) business days of receipt.
Resolution notification. If your request is approved, you will be notified of the resolution, which may include a refund to your original payment method, a replacement product, or store credit at SWEETDELUX’s discretion.

5. REFUND METHODS

5.1 Original Payment Method. Approved refunds will be issued to the original payment method used at the time of purchase.

5.2 Processing Time. Refunds will be processed within five to ten (5–10) business days following approval. Actual posting times may vary depending on your financial institution or payment provider.

5.3 Store Credit Option. Customers may elect to receive store credit in lieu of a monetary refund. Store credit will be issued for the full approved refund amount and may be applied to future SWEETDELUX purchases.

5.4 Shipping Costs. Original shipping costs are non-refundable unless the need for a refund was caused by an error on the part of SWEETDELUX, such as shipping an incorrect or defective product.

6. REPLACEMENTS

6.1 Replacement Offer. In cases involving damaged or incorrect items, SWEETDELUX may, at its discretion, offer a replacement product in lieu of a monetary refund. Replacements are subject to current product availability.

6.2 Shipping of Replacements. Replacement items will be shipped to the customer at no additional cost. SWEETDELUX will provide tracking information for all replacement shipments.

7. LATE OR MISSING REFUNDS

7.1 Troubleshooting. If you have been notified that your refund has been approved but have not yet received it, we recommend the following steps:

(a) Check your bank account or payment method statement, as some refunds may take time to appear;

(b) Contact your credit card company, as processing times may vary between issuers;

(d) If you have completed the above steps and still have not received your refund, please contact SWEETDELUX at info@sweetdelux.com for further assistance.

8. CANCELLATIONS

8.1 Standard Orders. Orders may be cancelled within twelve (12) hours of placement, provided they have not yet entered production. Cancellation requests received after production has commenced will not be honoured.

8.2 Custom and Special Orders. Custom and special orders — including wedding favours, corporate gifts, and event orders — cannot be cancelled once production has begun. Due to the bespoke nature of these products, materials and labour committed to custom orders are non-recoverable.

8.3 How to Cancel. To request a cancellation, please email info@sweetdelux.com with your order number and the reason for cancellation as soon as possible.

9. SHIPPING ISSUES

9.1 Carrier Responsibility. SWEETDELUX is not responsible for packages that are lost, stolen, or damaged by the shipping carrier after the package has been handed off to the carrier for delivery.

9.2 Insurance Claims. Customers are encouraged to contact the shipping carrier directly to file insurance claims for lost or damaged packages. SWEETDELUX is not liable for the outcome of any such claims.

9.3 Delivered but Not Received. If tracking information confirms delivery but the customer reports that the package was not received, SWEETDELUX will make reasonable efforts to assist the customer in filing a claim with the shipping carrier. However, SWEETDELUX shall not be held liable for replacement or refund in such circumstances.

10. CONTACT US

For all refund-related inquiries, please contact us at:

Email	info@sweetdelux.com
Business Hours	Monday to Friday, 10:00 AM – 6:00 PM PST
Location	14914 104 Ave., Unit 105 Surrey, BC, Canada

Please include your order number in all correspondence to ensure prompt and accurate processing of your inquiry.

This Refund Policy is part of and should be read in conjunction with the SWEETDELUX Terms & Conditions. SWEETDELUX reserves the right to update or modify this policy at any time without prior notice. Changes will be posted on this page with an updated effective date. Continued use of SWEETDELUX products and services following any modifications constitutes acceptance of the revised policy.

Governing Law: This Refund Policy shall be governed by and construed in accordance with the laws of the Province of British Columbia, Canada, without regard to its conflict of law principles.

Refund and Returns Policy