Refund policy

Cancellations

If for whatever reason you wish to cancel your order, we are always happy to give you a full refund as long as you cancel the order at least 2 days before the delivery date that you selected. After that we may have started preparing to make your order so we cannot guarantee that we will be able to cancel it.

Returns

Due to the perishable nature of our baked goods, we do not accept returns. You are always welcome to cancel your order for a full refund (provided we have not already made the order, please see above).

Address errors

If you have placed an order to the wrong address, please let us know as soon as possible so that we can correct it. If we have already sent out your order, we can try redirect it, but unfortunately we will not be able to refund you or replace your goods if you have provided us with the wrong address and it is too late to correct it.

Please note that we are not responsible for checking you have entered your address correctly - double check you have not made a typo and that it has not autofilled a different address!!

Delivery policy

The Sugar Dealer does not personally deliver any parcels. We use third party delivery services - NZ Couriers and Urgent Couriers. Both of these are overnight services. Please see our full shipping info here :)

Because we do not personally deliver the parcels, we are not able to 100% guarantee your order will arrive on your chosen delivery date. In saying this, we have trialled every courier company in the country and can say we use the most reliable services possible! 

If your order does not arrive on the correct delivery date, we will not refund or replace the order as this is out of our control :( We are always happy to contact our couriers to help chase up delivery delays for you though!

If however there has been a severe delay with your order (3+ days), we would be more than happy to offer a refund or replacement! We feel that receiving a brownie that has been sitting at a courier depot for that long is not fair, and we want you to enjoy your order while it's still nice and fresh 😃 Please note this excludes rural addresses as we have an order at your own risk policy for those addresses.

Damaged orders policy

Occasionally the courier drivers that deliver our parcels are a bit reckless. We have very protective packaging, but unfortunately our brownies are not indestructible :(

If you have received a brownie that looks like it's been through a war, please email us here and include photos of the damage. Please note we do not guarantee a refund or replacement - we will make a decision based on the severity of the damage (eg - if it is just a cracked kinder bueno, we're sorry to say we will not replace that, but if it's been run over we will!)

Lost or stolen parcels policy 

Once your parcel has been delivered, you are 100% responsible for it. If it gets lost / stolen we will not replace or refund the order. If you are worried about this please select a delivery date that you know you will be home to receive, or order to an address where you will be.

Other issues 

A lot can happen in the time between the brownie leaving our kitchen and reaching your house. If you have any issues, please contact us here so that we can do our best to help you :)