Refund policy

At Sugar Rush Lane, we are committed to providing high-quality products and exceptional customer service. Due to the nature of our inventory and strict food safety standards, all sales are final unless expressly stated otherwise below. Please review the following policy carefully before making a purchase.

1. General Policy
All products are sold as final sale. We do not accept returns, refunds, or exchanges for any reason, including but not limited to a change of mind, incorrect items ordered by the customer, taste preferences or dissatisfaction with flavor, allergies or dietary restrictions, or shipping delays once the order has been dispatched.

2. Damaged or Defective Items
If your order arrives damaged or includes a product that is defective due to a manufacturing or packaging error, you must notify us within 48 hours of delivery. To be eligible for a resolution, you must email hello@sugarrushlane.com with your order number, a clear description of the issue, and photographs of the damaged items and packaging. Claims submitted after 48 hours will not be eligible for store credit or replacement. If your claim is approved, we will resolve the issue at our discretion by issuing store credit or a replacement, subject to product availability. Refunds will not be issued.

3. Missing or Incorrect Items
If an item is missing from your shipment or you received the wrong product, you must contact us within 48 hours of delivery. You must include your order number, a description of the discrepancy, and a photo of the full shipment received. We will investigate the issue and issue store credit or a replacement for eligible claims. Sugar Rush Lane is not responsible for orders where incorrect shipping information was provided at checkout.

4. Out of Stock Items
In the event that an item is out of stock at the time of fulfillment, that item will be automatically removed from your order, and you will receive a store credit equal to the value of the unavailable item. Store credit does not expire and may be used toward any future purchase. We do not substitute out-of-stock items unless explicitly stated or approved by the customer in advance.

5. Unauthorized Returns
We do not accept unauthorized returns under any circumstances. Any product returned to us without prior written approval will not be eligible for a refund or credit and will not be reshipped.

6. Non-Returnable Items
All edible items, including candy, snacks, and confections, are strictly non-returnable and non-refundable. This also applies to gift boxes or customized assortments, sale items or items purchased using a discount code, limited edition, seasonal, or pre-order items, and any items not in their original packaging or that appear tampered with.

7. Shipping Delays and Lost Packages
Sugar Rush Lane is not liable for shipping delays once a package is in the possession of the carrier. If your package is marked as delivered but not received, you must contact the carrier directly. We are not responsible for packages lost due to incorrect addresses entered by the customer. While we are not obligated to refund or replace lost or stolen packages, we may offer a one-time store credit at our sole discretion upon review.

8. Pre-Orders and Subscriptions
Pre-orders may not be canceled once placed. Subscriptions may be canceled only after three billing cycles, unless otherwise specified in your plan’s terms. If a pre-ordered item becomes unavailable, store credit will be issued in the corresponding amount.

9. Chargebacks and Fraudulent Claims
If a customer initiates a chargeback without first contacting us for resolution, we reserve the right to permanently ban the customer from future purchases. We will contest the chargeback with all available documentation, including shipping records and photographs of items packed. Fraudulent activity is taken seriously and will be pursued accordingly.

10. Contact and Support
If you have any questions about your order or this Return Policy, you may contact our team at info@sugarrushlane.com. 

Sugar Rush Lane reserves the right to amend this policy at any time without prior notice. The policy in effect at the time of your order will apply.