Refund policy

Orders that have been started and/or completed cannot be cancelled under any circumstance.

If you request to cancel, and your order has NOT been made or started, please review the following:

> If your order was purchased directly from our shop and involved no custom designing, we reserve the right to withhold 20% of the purchase price.

> If your order involved any custom designing, we reserve the right to withhold 50% of the purchase price.

>Please note we do not ship orders on Fridays to protect the candy from sitting in warm weather conditions over the weekend.

Kindly note that your order has been added to our order queue the moment it enters our system, reserving a spot that could have belonged to another paying customer.

We are happy to work with customers in offering store credits on orders they wish to cancel and have not been started. There is no fee for this option.

EXCHANGES

Massachusetts Health Department and FDA do not allow exchanges or returns on food products, therefore, we do not offer exchanges or returns.

In the rare instance that we send your order incorrectly, we will incur charges for shipping you a new order.

DAMAGE + DELAYS + LOSS BY CARRIER

Pure Sugar Candy holds zero liability for lost or damaged packages caused by any shipping carrier. We package each and every order with care (and plenty of bubble wrap and fragile stickers) and have no control over the way the package is handled once it leaves our hands.If your order has been lost or damaged, you must contact us within 24 hours of delivery and provide photographs of outer/inner shipping box plus damaged content for us to submit an insurance claim with shipping company or 3rd party insurance.

*We do not guarantee insurance claim refunds.

Pure Sugar Candy is not liable for delays caused by any shipping carriers, international customs, or any international shipping companies.

These are absolutely out of our control and therefore not a reason to request a refund.

PAYMENTS + DEPOSITS

We require full payment for any and all orders before they are shipped out.

Payments are accepted through all major credit cards, ShopPay and Paypal.

*By ordering from our store, you acknowledge that you have read and agree to the terms above. 

Pure Sugar Candy makes a handmade product, not something we keep on a shelf.

We appreciate your business!