Refund policy

Cancellations

If you need to cancel your order for any reason, we’re happy to offer a full refund as long as you cancel at least 24 hours before the date you selected. After that, we may have already started preparing your order, so we can't guarantee we’ll be able to cancel it.

Returns

Due to the perishable nature of our products, we do not accept returns. However, you are welcome to cancel your order for a full refund, as long as we haven’t started preparing it yet (see the cancellation policy above).

Address Errors 

If you’ve accidentally entered the wrong address, no worries—just let us know as soon as possible, and we’ll do our best to fix it! If your order has already been shipped, we’ll try to redirect it, but please note that we can’t offer a refund or replacement if the address can’t be corrected in time.

A friendly reminder: we’re not able to double-check your address for you, so please take a moment to make sure it’s correct before submitting your order. Don’t forget to check for any pesky autofill errors!

Delivery policy

SugarHigh does not personally deliver any parcels. We use a third party delivery service - New Zealand Couriers.

Because we do not personally deliver the parcels, we are not able to 100% guarantee your order will arrive with the given time frames 

If your order does not arrive when you are expecting it, we will not refund or replace the order so if this is something you are worried about please order for an earlier week. We are always happy to contact our couriers to help chase up delivery delays for you though. 

If however your order takes an unreasonable amount of time to get to you ( 7 + business days), we would be more than happy to offer a refund or replacement! We believe that receiving a Chocolate Dessert Bar 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

Whittaker's chocolate is much softer than other types, which makes it more susceptible to melting during transit. Please note, shipping is at the consumer’s own risk.

While we provide an estimated delivery time based on the courier and destination, please be aware that temperature fluctuations during shipping can cause the bars to soften or melt.

Occasionally the courier drivers that deliver our parcels are a bit reckless. We have very protective packaging, but unfortunately our Chocolate Dessert Bars and Freeze Dried Candy are not indestructible 

If your goods arrives in damaged condition, please contact us via email with photos of the damage. While we do not guarantee a refund or replacement, we will assess the situation based on the extent of the damage. For minor issues, such as small cracks, we may not be able to offer a replacement. However, if the parcel and item appears severely damaged (e.g., crushed or flattened), we will consider providing a replacement.

Lost or stolen parcels policy 

Once your parcel is delivered, it is entirely your responsibility. If it’s lost or stolen after delivery, we are unable to offer a replacement or refund. To avoid this, we recommend choosing an address where you can be present.

Other issues 

Please reach out to us via email or contact number, and we'll do our best to assist you! :)

 

Last updated: November 7, 2024