Terms and Conditions

    • Please read these terms carefully before you submit your order to us. They tell you:
      • who we are;
      • how we will provide products to you;
      • what to do if there is a problem; and
      • other legal details relating to our supply of the products.
    • Please note that nothing in these terms will affect your legal rights. For more information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
    • These terms were last updated on 2/13/2017.
    • Who we are: We are Global Retailing Limited. We are a company registered in England and Wales with registration number 08860669. Our registered office is at Cumberland Court, 80 Mount Street, Nottingham, NG1 6HH.
    • VAT Number: Our registered VAT number is 219205919.
    • Website: We run the UK facing elements of the website at www.sugarfina.uk (the “Sugarfina UK Website”). If you are accessing the website from outside of the UK you will be dealing with alternative suppliers and should review the policies and terms provided to you on that site.
    • How to contact us: If you have any questions or complaints about these terms or the products we supply you can contact us by:
      • telephoning our customer service team on 07778897111
      • writing to us at the address given in clause 2.3, above; or
      • emailing us at Brendan@sugarfina.com.
    • How we may contact you: If we have to contact you we will do so by telephone or by writing to you at the email address or postal address which you provide to us in your order.
    • “Writing” includes emails: When we use the words “writing” or “written” in these terms, this includes emails.
    • Who else can I talk to? If you would like to speak to someone else in respect of products you have ordered from us please consider the information on ‘Alternative Dispute Resolution’ and the Citizens Advice Service set out below:
      • Alternative Dispute Resolution. Alternative Dispute Resolution (or “ADR”) is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. We do not currently subscribe to an ADR scheme.
      • If you have been in touch with us but are unhappy with how your enquiry has been resolved, a full list of approved ADR providers, and more information on ADR, can be found on the Chartered Trading Standards Institute (“CTSI”) website at http://www.tradingstandards.uk/advice/ADRApprovedBodies.cfm.
      • The European Commission has also established its own online dispute resolution (ODR) platform which can be accessed at: http://ec.europa.eu/odr.
      • Citizens Advice. Further information may be available from Citizens Advice service. Please visit the Citizens Advice website at adviceguide.org.uk or call 03454 04 05 06 for further details.
    • How we will accept your order: Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
    • If we cannot accept your order: If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.
    • Your order number: We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
    • Products may vary slightly from their pictures: The images of the products on the Sugarfina UK Website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
    • Product packaging may vary: The packaging of the product may vary from that shown on images on the Sugarfina UK Website.
    • Some of the items available for purchase may contain intoxicating alcohol. By placing an order for an alcoholic product, you confirm that you are aged 18 or over.
    • Changes to the products: We may change our products at any time, in particular we may make changes:
      • to reflect changes in relevant laws and regulatory requirements; and
      • to implement minor adjustments and improvements to products.
    • If you wish to make a change to the quantity or type of any product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
    • Delivery costs: The costs of delivery will be £5.99 for any single box with a weight of less than 20 Kilograms.
    • When we will provide the products: We dispatch all orders for in-stock items within 3 working days of receiving them (including the date on which you submitted your order to us). If you are located on the UK mainland, we guarantee the date of your order as communicated to you when it is dispatched. If you are located in Northern Ireland, the Highlands or the Channel Islands We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. In the event that any part of your order is out of stock, we will contact you.
    • We are not responsible for delays outside our control: If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the Contract and receive a refund for any products you have paid for but not received.
    • If you are not at home when the product is delivered: If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will either:
      • leave the products in what we believe to be a safe place; or
      • leave you a note informing you of how to rearrange delivery.
    • If you do not re-arrange delivery: If after a failed delivery to you, you do not re-arrange delivery we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the Contract and Clause 2 (Our rights to end the Contract) will apply.
    • Your legal rights if we deliver late: You have legal rights if we deliver any products late. If we miss the delivery deadline for any products then you may treat the Contract as at an end straight away if any of the following apply:
      • we have refused to deliver the products;
      • delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or
      • you told us before we accepted your order that delivery within the delivery deadline was essential.
    • When you become responsible for the product: The product will be your responsibility from the time we deliver the product to the address you gave us or you or a carrier organised by you collects it from us.
    • When you own the products: You own the products once we have received payment in full.
    • What will happen if you do not give required information to us: We may need certain information from you so that we can supply the products to you. If so, this will have been stated in the description of the products on the Sugarfina UK Website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the Contract (and Clause 2 (Our rights to end the Contract) will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
    • We only sell to the UK: The Sugarfina UK Website is solely for the promotion of our products in the UK. We do not deliver to addresses outside the UK.
    • Ending the Contract because of a fault with the Products: The Consumer Rights Act 2015 says products must be as described, fit for purpose and of satisfactory quality. Therefore, during the expected life of your product, your legal rights entitle you to the following:
      • up to 30 days: if your item is spoiled, not as described or defective in some other way, then you can get a refund; and
      • up to six months: if your defective item can’t be replaced, then you are entitled to a full refund, in most cases.
    • Ending the Contract because of something we have done or are going to do: If you are ending the Contract for a reason set out at Clauses 7.2.1 to 7.2.3 below the Contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
      • we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
      • there is a risk that supply of the products may be significantly delayed because of events outside our control; and
      • you have a legal right to end the Contract because of something we have done wrong.
    • Exercising your right to change your mind (Consumer Contracts Regulations 2013): For most products bought online you have a legal right to change your mind within 14 days and receive a refund. You may be able to get a refund if you are within this cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any products. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
      • When you don’t have the right to change your mind: You do not have a right to change your mind in respect of any of our products:
        • Which have been sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
        • personalised, custom-made, bespoke and other special items unless they are faulty or defective on delivery.
      • How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receives the products, unless your products are split into several deliveries over different days, in which case you have until 14 days after the day you (or someone you nominate) receives the last delivery, to change your mind about the products.
    • Ending the Contract where we are not at fault and there is no right to change your mind: If you do not have any other rights to end the Contract, you can still contact us before it is completed and tell us you want to end it. If you do this the Contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the Contract.
    • Tell us you want to end the Contract: To end the Contract with us, please let us know by either:
      • Phone or email: Calling customer services on 07778897111 or emailing us at brendan@sugarfina.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
    • Returning products after ending the Contract: If you end the Contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the products:
      • in person to where you collected them;
      • by posting them back to us;

Please call customer services on 07778897111 or email us at Brendan@sugarfina.com for a return label. If you are exercising your right to change your mind you must send off the products within 14 days of telling us you wish to end the Contract.

  • When we will pay the costs of return: We will pay the costs of return if you cancel the contract pursuant to Clauses 7.1 or 7.2. In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
  • How we will refund you: We will refund you the price you paid for the products (including delivery costs) by the method you used for payment. However, we may make deductions from the price, as described below.
  • Deductions from refunds: If you are exercising your right to change your mind:
    • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
    • The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
  • When your refund will be made: We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
    • We may end the Contract if you break it: We may end the Contract for a product at any time by writing to you if:
      • you do not make any payment to us when it is due and you still do not make payment within 10 days of us reminding you that payment is due;
      • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products; or
      • you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.
    • You must compensate us if you break the Contract: If we end the Contract in the situations set out in Clause 1 above we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the Contract.
    • Where to find the price for the product: The price of the product (which includes VAT) will be the price indicated on the order pages when you place your order. We take all reasonable care to ensure that the prices of products which are on the Sugarfina UK Website are correct. However please see Clause 2 below for what happens if we discover an error in the price of the product you order.
    • What happens if we got the price wrong: It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated, we will contact you for your instructions before we accept your order.
    • We will pass on changes in the rate of VAT: If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
    • When you must pay and how you must pay: We accept payment with all typically accepted UK debit and credit cards. We will not however accept American Express or Diners Club cards. You must pay for the products before we dispatch them. We will not charge your credit or debit card until we dispatch the products to you.
    • We can charge interest if you pay late: If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
    • What to do if you think an invoice is wrong: If you think an invoice is wrong please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.
    • We are responsible to you for foreseeable loss and damage caused by us: If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking the Contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the Contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    • We are not liable for business losses: The products are supplied only for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
    • Please refer to our Privacy Policy  for information on how we may use your personal information.
    • We may transfer this agreement to someone else: We may transfer our rights and obligations under these terms to another organisation.
    • You need our consent to transfer your rights to someone else: You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
    • Nobody else has any rights under this Contract: This Contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the Contract or make any changes to these terms.
    • If a court finds part of this Contract illegal, the rest will continue in force: Each of the clauses of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.
    • Even if we delay in enforcing this Contract, we can still enforce it later: If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this Contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
    • Which laws apply to this Contract and where you may bring legal proceedings: These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.


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