Política de reembolso.

Sugar Valley Returns & Refunds Policy

Thank you for choosing Sugar Valley! Due to the perishable nature of many of our items, please take a moment to review our returns policy.

Returns Policy for Perishable Items

We are unable to accept returns on perishable items, such as our fresh produce, as they are not eligible for return once received. We encourage you to inspect your order upon delivery, and if you have any concerns about the condition of your items, please reach out to us immediately so we can assist you.

Returns for Non-Perishable Items

We accept returns on eligible products (non-perishable) up to 14 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.

To initiate a return, please email us at hello@sugarvalley.pt. Once your return is approved, we’ll provide a return shipping label and instructions on how and where to send your package. Kindly note that any items sent back without first contacting us will not be accepted.

If you have any questions about returns, please contact us at hello@sugarvalley.pt.

Damages & Issues

We kindly ask that you inspect your order as soon as it arrives. In the event that your order arrives damaged in any way, please email us as soon as possible at orders@sugarvalley.pt with your order number and a photo of the item’s condition. We will address issues on a case-by-case basis but will do our best to work towards a satisfactory solution.

Exceptions / Non-Returnable Items

Due to health and safety considerations, certain items are not eligible for return:

• Perishable goods (such as fresh produce and plants)

• Custom products (such as special orders or personalised items)

• Personal care goods (such as beauty products)

• Hazardous materials (such as flammable liquids or gases)

Please contact us if you have any questions regarding a specific item.

Sale Items & Gift Cards

We regret that sale items and gift cards are non-returnable.

Exchanges

If you wish to exchange an item, the quickest way is to request a return (if eligible) and place a separate order for the new item.

European Union 14-Day Cooling-Off Period

For items shipped to the European Union, you are entitled to a 14-day cooling-off period, allowing you to return your order for any reason within 14 days. To qualify, the item must be in its original condition, unused, with tags, original packaging and proof of purchase included.

Refunds

Once we receive and inspect your return, we’ll notify you if your refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days. Please remember that banks and credit card companies may take additional time to process refunds. If it has been more than 15 business days since your refund was approved, please reach out to us at hello@sugarvalley.pt.