Refund and Return Policy

Due to the perishable nature of our products and our inability to control how they are handled after leaving our shop, Brown & Sugar does not offer returns, refunds, or exchanges. However, if you are unsatisfied with your purchase and feel it does not meet your expectations, we encourage you to contact our Customer Service Team within 2 hours of picking up your order by emailing us at bns.brownsugar@gmail.com.

Please include the following details:

• Your order number
• Photos of the product and packaging from all angles
• A description of the issue
• Information on how the item was transported and stored
• We will do our best to address your concerns and ensure you are satisfied with your Brown & Sugar experience.

Please note the following:

• Incorrect Order Date: If you selected the wrong date when placing your order, we are unable to offer refunds. If you contact us within 12 hours of placing your order, we will do our best to assist with rescheduling, subject to availability. Orders cannot be rescheduled within 48 hours of the original pick-up or delivery date.
• Custom Orders (including Wedding Cakes, Designer Cakes, and Dessert Towers) are not eligible for returns or exchanges under any circumstances.
• Claims made after 48 hours or without the necessary details (photos, order number, transportation, and storage information) will not be eligible for a credit or re-order.
• Gift items are not eligible for returns, refunds, or exchanges.
  
  Depending on the situation, Brown & Sugar may issue a credit or offer a re-order.

SHIPPING

Customers are required to pay for their own delivery charges should they opt to have the returned product delivered to us.

Delivery and/or shipping costs are non-refundable. If you receive a refund, the cost of return delivery and/or shipping will be deducted from your refund.