Our Approach

We want you to be delighted with your Sugar Ruffles purchase. Because every product we sell is personalised to your exact requirements, our returns policy works a little differently to standard retail — but we are committed to putting things right if something goes wrong.

Personalised Products and Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cooling-off period does not apply to goods that have been made to your specification or clearly personalised.

As all Sugar Ruffles products are created specifically for you, we are unable to accept returns for change of mind, unwanted items, or personalisation errors that were submitted by you during the order process.

This is why we strongly encourage you to review all personalisation details carefully at checkout and on your order confirmation email before your item enters production.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or different from what you ordered, we will of course make it right. Please contact us within 72 hours of receiving your delivery:

Email: support@sugarruffles.co.uk

When getting in touch, please include your order number and clear photographs showing the issue. This helps us resolve things quickly for you.

Depending on the nature of the problem, we will either send a replacement or issue a full refund. Where a return is needed for a faulty or incorrect item, we will cover the cost of return postage.

Returning an Item

If we agree that a return is appropriate, please send the item back to us in its original condition and packaging. We recommend using a tracked postal service, as we cannot be held responsible for items lost in the return post.

Please do not return items without contacting us first. We need to assess the issue and provide you with return instructions. Items returned without prior agreement may not be eligible for a refund.

We are unable to accept returns in person at our business premises.

Refund Timescales

Once we have received and inspected a returned item, refunds are processed within 14 days. The refund will be issued to the original payment method used at checkout. Please allow a few additional days for your bank or payment provider to process the transaction.

If a gift was purchased by someone else, the refund will be made to the original purchaser’s payment method.

Cancelling Before Production

If you wish to cancel an order before your item has entered production, please contact us as quickly as possible. While we cannot guarantee cancellation — our production team works promptly — we will do everything we can to accommodate your request if work has not yet begun.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If goods are not of satisfactory quality, not fit for purpose, or not as described, you may be entitled to a repair, replacement, or refund regardless of our returns policy.

Need Help?

If you have any questions or concerns about your order, please do not hesitate to contact us at support@sugarruffles.co.uk. We aim to respond within two working days and will always do our best to find a fair resolution.

Last updated: April 2026