Sugarscarf Customer Satisfaction & Return Policy

At Sugarscarf, customer satisfaction is important to us. Every item undergoes quality inspection before shipment. In the unlikely event that you receive a faulty or incorrect item, we are committed to assisting you in accordance with the policy below.

By completing your purchase, you acknowledge and agree to the Terms & Conditions stated on our website.

Important Information

• All online order return or exchange requests must be coordinated through our Customer Care team.
• Returns or exchanges cannot be processed at our boutiques without prior approval from our online team.
• Sugarscarf reserves the right to decline any request that does not meet the conditions outlined below.

Refund Policy

All Sales Are Final

We do not offer cash refunds except under the following circumstances:

• Out-of-stock items
• Duplicate payments
• Failed transactions resulting in multiple charges

Approved refunds will be processed within 15 business days.

Defective Items

We do not provide cash refunds for defective items.

Eligible defective items may be exchanged for:

• The same item (subject to stock availability), or
• Store credit of equivalent value

Exchange Policy

Damaged, Defective or Incorrect Items

Customers must notify us within 3 calendar days from the date of delivery.

To process your request:

• Clear photos and videos of the issue must be provided.
• The item must be unused, unwashed, unaltered, and returned with original tags and packaging.

Approved claims will be exchanged for the same item or store credit.

Non-Sale Items

Exchanges are accepted within 7 calendar days from the date of delivery, provided that:

• The item is unworn and unused.
• Original tags remain attached.
• Original packaging is included.
• The item is not damaged by misuse, washing, alteration, perfume, makeup, or improper handling.

Exchange is permitted once per order only.

Sale, Promotional & Clearance Items

All sale, promotional, warehouse sale, defect sale, lucky bag, and clearance items are strictly:

• Non-refundable
• Non-returnable
• Non-exchangeable

Change of Mind & Product Preference

We understand that preferences may change after purchase. While we do not offer refunds for change of mind, customers may request an exchange within 3 days of receiving their order, subject to the following conditions:

• The item must be unworn, unused, unwashed, and in its original condition with all tags and packaging intact.
• Exchange is subject to stock availability.
• Customers are responsible for all shipping costs incurred for the exchange process, including the return postage to Sugarscarf and the postage fee for the replacement item.
• No refunds will be provided for change of mind, personal preference, unsuitable colour, unsuitable material, styling expectations, or if the item does not meet personal expectations

Shipping & Return Costs

• Return shipping costs are the responsibility of the customer.
• Customers are strongly encouraged to use a tracked and insured shipping service.
• Sugarscarf is not responsible for parcels lost, delayed, damaged, or mishandled by third-party courier services.

Condition of Returned Items

All returned items will undergo inspection upon receipt.

Sugarscarf reserves the right to reject any return or exchange request if the item is found to be:

• Worn, used, washed, or altered.
• Perfumed or carrying noticeable odours.
• Stained, damaged, or soiled.
• Missing original tags, packaging, accessories, or inserts.
• Not in its original resaleable condition.

If a returned item fails our inspection, the return or exchange request will be declined. The item may be sent back to the customer, and any return shipping costs will be borne by the customer.

Colour & Pattern Variations

We make every effort to display product colours as accurately as possible.

However:

• Screen settings, lighting conditions, and device displays may cause slight colour differences.
• Printed pattern placements may vary slightly from product photos.

Such variations are not considered defects and are not eligible for return, refund, or exchange.

Duplicate Payments

If duplicate payment occurs, please contact our Customer Care team immediately.

Once verified, we may:

• Refund the duplicated amount; or
• Issue store credit equivalent to the duplicated payment amount.

Pop up / Boutique Return Policy

Online purchases cannot be returned or exchanged at any Sugarscarf boutique without prior written approval from our online Customer Care team.

Any return attempt made directly at a boutique without prior approval may be declined.

Excessive Returns & Misuse of Policy

To ensure fairness for all customers, Sugarscarf reserves the right to:

• Decline future return or exchange requests.
• Restrict purchasing privileges.
• Suspend customer accounts.

This may apply in cases involving excessive returns, repeated refund requests, policy abuse, or conduct deemed unreasonable by management.

Final Decision

Sugarscarf reserves the right to make the final decision on all return, exchange, refund, and store credit requests.

Contact Us

For assistance, please contact:

inquiry@sugarscarf.com

Thank you for choosing Sugarscarf.