CUSTOMER CARE / SUGAR DEVIL

Returns & refunds.

Changed your mind, or received something that isn’t right? Here’s how to arrange a return and what happens next.

Last updated: 5 November 2026

01 / CHANGE OF MIND14 days to notify usFrom receiving your order
02 / RETURN POSTAGEOn usPrepaid label provided
03 / REFUND METHODOriginal payment methodSubject to your legal rights

01 / YOUR RIGHTS

Changed your mind?

For eligible online purchases, you have the legal right to cancel without giving a reason. Tell us you wish to cancel within 14 days after receiving your goods. You then have a further 14 days from notifying us to send them back.

For orders delivered in separate instalments, the cancellation period usually runs from the day after the last item arrives. The statutory rules apply to eligible goods, subject to the exceptions explained below.

No extended return window is advertised.

Our change-of-mind policy follows the statutory minimum. This does not limit your rights if an item is faulty, damaged or not as described.

02 / RETURN PROCESS

Three simple steps.

01
Tell us you’d like to return

Use the form below to cancel or request a return. Tell us which item or order is involved. For an eligible cancellation, submitting a clear statement of your decision to cancel counts as notifying us.

02
We’ll send a prepaid return label

For eligible returns, we cover the return postage. The label includes the correct return destination in Rochdale. Keep your proof of postage or tracking receipt.

03
Pack and send your items

Return the goods within 14 days after telling us you are cancelling. Pack them securely, include any parts supplied, and follow the label’s instructions.

Our registered or correspondence address is not the warehouse returns destination. Please use the address on the return label we provide. Contacting us for a label is the easiest way to use our prepaid returns service; you may also cancel by emailing a clear statement to info@sugardevil.co.uk within the required period.

03 / SEND YOUR REQUEST

Return or cancel.

Complete this form to notify us of a cancellation, arrange an eligible return, or report a problem with an item. We’ll email you an acknowledgement of your submission and follow up about the next steps.

We’ll use your details to handle this enquiry, in line with our Privacy Policy. We won’t add you to a marketing list through this form.

If the form is unavailable, you can still notify us by emailing info@sugardevil.co.uk. Using this form is optional.

04 / BEAUTY & HYGIENE

About opened products.

For hygiene and health protection, certain sealed beauty products that are not suitable for return once unsealed cannot be returned simply because you’ve changed your mind after the hygiene seal is broken. This may apply to qualifying mascara, lash serum or other personal-use cosmetics supplied with a hygiene seal.

Opening a delivery box or ordinary outer packaging is not, by itself, the same as breaking a qualifying hygiene seal. Products without an applicable hygiene exception remain subject to normal cancellation rights; handling beyond what is reasonably necessary to inspect them may affect the refund amount under the law.

Faulty products are different.

An item does not lose its statutory fault-related protections merely because it has been opened, unsealed or used. See the next section.

05 / SOMETHING NOT RIGHT?

We’ll help put it right.

If an item arrives damaged, faulty, incorrect or materially different from its description, please use the return and cancellation form (select “Faulty, damaged or incorrect item”) or email info@sugardevil.co.uk with your order details and a short explanation. Photos may help us resolve the issue quickly, but they do not replace your statutory rights.

Depending on the circumstances and applicable consumer law, you may be entitled to a refund, repair or replacement. For example, the Consumer Rights Act 2015 provides a short-term right to reject many faulty goods within 30 days, with other remedies available afterwards. We cover reasonable return postage where the return is needed because goods are faulty or incorrectly supplied.

06 / REFUND DETAILS

How refunds work.

WHEN WE REFUND

For an eligible cancellation, we’ll reimburse without undue delay and no later than 14 days after receiving the goods back, or receiving evidence that you’ve sent them back (whichever is earlier), as the law permits.

HOW YOU’RE PAID

Refunds go back to the original payment method unless you expressly agree otherwise. Your bank, Stripe or PayPal may take additional time to show the credit.

ORIGINAL DELIVERY

If you cancel the entire eligible order, we’ll also refund the original basic standard delivery charge, if paid. We aren’t required to refund an extra amount paid for an upgraded delivery service. A partial return may not entitle you to a refund of the original delivery charge.

RETURN SHIPPING

We supply a prepaid label for eligible returns, so you won’t need to pay the return postage when you use our label.

07 / BEFORE DISPATCH

Need to cancel early?

Use the form above as soon as possible if you wish to cancel before dispatch. We’ll try to stop the parcel where we can; some orders may already be processing or with a courier. Your legal cancellation rights remain unaffected.

A cancellation submitted through the form is your notice of cancellation, where your legal cancellation right applies. You don’t need our permission to exercise that right. You can alternatively notify us by email with any other clear cancellation statement.

08 / CUSTOMER SUPPORT

Need a hand?

Email info@sugardevil.co.uk or visit our Contact Us page. Our support hours are Monday–Friday, and we aim to reply within 24 hours during those days.

Sugar Devil LTD60 Gower Street, Kingston Court, Glasgow, Scotland, UK, G41 5QDBusiness correspondence address. Returns are handled using the prepaid label we supply.

Nothing in this policy excludes or restricts your statutory consumer rights.