What is your return policy?
Return Policy | We want you to absolutely LOVE your purchase. For online and in-store purchases, we have a 14-day return policy. If for any reason you are not 100% satisfied, you have 14 days after receiving your item to request a return. See below for terms and conditions.
To be eligible for a return, your item must be in the same condition that you received it; unworn, unused & unwashed; with tags; and in its original packaging. Otherwise, we are unable to accept the return. You’ll also need the original receipt (not gift receipt) or proof of purchase.
To start an online return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Shipping fees are unfortunately non-refundable.
Damaged in Transit | Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items | Please note that customer's payment method will be retro-charged if refunded items are found to not meet the above requirements. Certain types of items cannot be returned or exchanged, like exchanged items; used, worn, or washed items; perishable goods (such as food, flowers, or plants); and personal care goods (such as beauty products). We do not accept returns for hazardous materials, flammable liquids, or gases. We also reserve the right not to accept returns if the return history of the customer is consistently over 60% after multiple orders. (For example, the Customer orders 10 items and returns 8, and then orders 5 items and returns 4, and then orders 10 items and returns 8. Since the Customer’s history of returning items is 80%, we will no longer accept returns from this Customer.) Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges | The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds | Once we receive your returned merchandise, your refund will be processed within 7 to 14 business days. Please keep in mind that your bank might require extra time to process and post the refund to your account.
In-Store Returns & Exchanges | Eligibility terms and conditions for online purchases apply also to in-store purchases, except that: In-store purchases can be returned to the any Sugar Sugar Hawaii location with original receipt within 14 days for a full refund to payment method, or within 60 days for a refund as store credit. In-store purchases can be exchanged to any Sugar Sugar Hawaii location with a gift receipt within 60 days.
Disclaimer | Returns and exchanges for all items, purchased either online or in-store, are permitted or rejected solely at the discretion of Sugar Sugar Hawaii.