BY SUBMITTING PAYMENT FOR A CUSTOM ORDER, YOU AGREE TO THE FOLLOWING:CUSTOM ORDERS
Custom
Orders placed with Brown & Sugar Concept require a confirmation of order requirements & payment prior to work beginning. A 'Custom Order' is defined as any product that is made-to-order or any product that was not in stock and readily available to deliver at the time of purchase.
Custom Orders are deemed Final Sale and are not able to be returned or refunded. Once an order is processed, unfortunately, NO CHANGES MAY BE MADE.
PLEASE REVIEW PROVIDED DRAWINGS PRIOR TO APPROVAL FOR PRODUCTION. NO CHANGES MAY BE MADE AFTER APPROVAL IS RECEIVED.
PRICING
Due to variances in raw material prices, quotes and invoices provided are valid for 7 days from send date. Pricing is subject to change until orders are placed and paid for per agreed-upon terms. Â Estimates provided throughout the custom order process are estimates only and do not reflect the actual pricing to be paid for production.
PAYMENT
Full payment must be collected prior to the start of all custom orders. Online banking, manual bank transfer & Celcom Aircash are the only accepted forms of payment. Â Brown & Sugar Concept reserves the right to suspend an order at any time until payment or adequate assurance of payment is received.
CANCELLATIONS, REFUNDS and RETURNS
Brown & Sugar Concept does not accept returns or cancellations on any custom orders, unless the specifications or quality of Brown & Sugar Concept standards are not met. Returns for defects/errors in products delivered to customers must be filed via email to bns.brownandsugar@gmail.com or phone at +60 18 316 8000 no later than 12 hours from delivery of the order.
Full payment is required for custom orders. Once production has commenced all costs of production have been incurred therefore cancellation is no longer possible, and the custom order cannot be refunded. The custom order lead time is estimated at 12-16 weeks. This does not include weekends or holidays.
All custom orders MUST be cancelled or have changes made 3 full months BEFORE the pick-up day, to receive a full refund* or have changes made.
(*minus a 6% fee this is because Brown & Sugar Concept incurs refund processing fees, the cost for ingredients, loss of other potential orders, and prep work time and planning done for your custom order)
(Examples: Custom order pick up day is 30th May. Customers would have to cancel or change their order by closing on 30th February to receive a full refund or to make changes to their order. If a customer calls to cancel or change their order on 30th April, changes can NOT BE MADE and they would receive NO REFUND.)
Custom orders not claimed within 48 hours of completion are forfeited and the property of Brown & Sugar Concept. Refunds are not given for custom orders not claimed within this grace period.
DESIGN OWNERSHIP
Brown & Sugar Concept is happy to provide our customers with custom products that meet the design requirements desired. Unless agreed upon prior to order, the designs for these projects and associated work & files are the sole property of Brown & Sugar Concept. Â No royalties will be given for custom designs that grow into a stocked product.
