TERMS & CONDITIONS

Hello, we are SUGAAR & SUGAAR. The following Terms & Conditions (the "Agreement") govern the rights and obligations of the parties arising from the business relationship between the seller and the buyer (customer). This Agreement applies to the purchase and sale of products through the SUGAAR & SUGAAR online store (www.sugaarandsugaar.com). By shopping on this website, the buyer agrees to these terms and conditions. We recommend reading them thoroughly before making a purchase.

GENERAL INFORMATION

Seller:
SUGAAR & SUGAAR s.r.o.
Ľ. Pajdušákovej 346
038 43 Kláštor pod Znievom
Slovakia

Company ID: 46 862 765
VAT ID: SK2023622876

PLACING THE ORDER & PRICE

Orders can be placed on our website, www.sugaarandsugaar.com. When placing an order, the buyer should provide the desired product(s), quantity, preferred payment method, delivery option, and contact details. By submitting the order, the buyer acknowledges that they have read and accepted these Terms and Conditions, including the Return and Complaint policies.

Once an order has been placed, it becomes binding for both parties once the seller confirms it by sending an order confirmation email. The buyer may cancel the order via email before receiving this confirmation.

The seller reserves the right to cancel the order in the following cases:

  • The ordered products are no longer available or are out of production.

  • The buyer’s contact details are incomplete or incorrect (e.g., incorrect phone number or unresponsive customer).

If the buyer has already made the payment and one of the above circumstances occurs, the seller will refund the payment using the same method used for the original purchase.

THE PRICE

All prices for individual items are listed on the website. By placing an order, the buyer agrees to the price listed. All prices are final and include applicable taxes. Shipping costs are calculated separately and will be displayed during checkout, unless free shipping applies for orders over a certain value.

PAYMENT METODS

We accept payments via credit/debit cards (VISA, MasterCard, American Express), Apple Pay, and PayPal. All payments are securely processed through the Stripe payment gateway, ensuring that your payment information is encrypted and protected.

DELIVERY & SHIPPING

At SUGAAR & SUGAAR, we take extra care in packing all orders to minimize the risk of damage. Orders will be processed and ready for shipment within 5-7 business days after the order confirmation email is sent to the buyer.

Shipping is free of charge for qualifying orders (as stated during checkout). Delivery within Europe typically takes 3-5 business days with FedEx Economy shipping. Delivery to non-European countries may take between 5 and 10 business days, depending on the destination.

All shipments are handled by FedEx. SUGAAR & SUGAAR is not liable for any delays caused by FedEx.

In case of undelivered shipments or significant delays, SUGAAR & SUGAAR will resend the order free of charge.

Please note that orders are not shipped on weekends or Slovak public holidays. You can always check your tracking number for the estimated delivery time. This information will be provided once your shipment is picked up by the FedEx courier.

CUSTOMS, DUTIES, AND TAXES

Please note that the recipient (buyer) is responsible for any additional charges such as customs duties, import taxes, VAT, or other fees levied by the destination country. These charges are not included in the product price or shipping fees and are the responsibility of the buyer. We recommend that you check with your local customs office for more information on potential charges before placing an order.

RETURNS POLICY

If for any reason the buyer is not satisfied with their purchase, they may return the products to the seller. Returns must be made within 14 days of receiving the order and must be requested via email.

Returned items should be in their original condition—unused, unaltered, and in the original packaging—to receive a full refund. If you use our arranged return shipment, the provided return label must be used. If you choose to return the item via your own courier, please ensure proper labeling and tracking.

Once the return is received and approved by our warehouse, the refund will be processed within a few working days (14 days at the latest) using the same payment method the buyer used.

Return Shipping Cost

The buyer is responsible for all return shipping costs. In the case of products with free shipping, the amount corresponding to the original free shipping cost will be deducted from the refunded sum.

If the buyer chooses to use our courier service for the return, the return shipping costs will be deducted from the refund. Alternatively, if the buyer arranges the return shipment themselves, they will bear all shipping costs.

We recommend that the buyer insures the return shipment, as we are not liable for any damages that may occur during the return shipping process, especially if the buyer arranges the return shipment independently.

Customs, Duties & Additional Fees

In the case of returns from outside Slovakia, the buyer is responsible for any additional customs duties, import taxes, or other fees that may arise, unless the returned item is exempt from such charges.

RETURNS PROCESS

To return items, please send them to:
SUGAAR & SUGAAR s.r.o.
Ľ. Pajdušákovej 346
038 43 Kláštor pod Znievom
Slovakia

For return inquiries, please contact us at: mail@sugaarandsugaar.com

Once we receive the returned item, we will inspect it to ensure it is in the same condition as when it was sent. If everything is in order, we will process the refund after deducting the applicable return shipping charges.

COMPLAINTS

All products are subject to Slovak Civil and Commercial law regarding consumer complaints. Buyers are entitled to file a complaint about product defects within 24 months from the date of purchase. Please note that complaints do not cover damages or defects caused by:

  • Improper use or handling

  • Lack of maintenance

  • Regular wear and tear

  • Failure to follow our Care Instructions

The costs of the complaint process are initially covered by the buyer. If the complaint is approved, reasonable shipping costs incurred by the buyer will be reimbursed.

To submit a complaint, please contact us at: mail@sugaarandsugaar.com

Returns related to complaints may be:

  • Shipped back to our return address (see Returns section), or

  • Rejected at delivery, or

  • Returned in person (by appointment only)

PRODUCT DETAILS

All SUGAAR & SUGAAR pieces are unique and handcrafted, with small variations that reflect the beauty of artisanal production. Each item is made by hand, which means that minor irregularities and inconsistencies are part of its distinctive artisanal character and beauty. As such, the seller does not guarantee 100% accuracy in the colors displayed in website photos, and slight variations may occur. Every piece is one of a kind and should be appreciated as such.

Common characteristics of handmade glass and possible imperfections include the following.

  • small air bubbles or pigment dots

  • slight rings on the top of cake stands

  • color gradients, color imperfections, or differences in color intensity

  • natural irregularities such as uneven thickness

  • small differences in shape or slight asymmetry in design

  • minor variations in size or height

  • slightly uneven rim or base

This information applies to all products, whether purchased as part of wholesale orders or retail purchases. The characteristics of handmade products are consistent across all sales channels, and these features should be appreciated as part of the unique nature of each item.

In the case of significant damage or defects upon delivery, please refer to our Return Policy or Warranty Information for further instructions. For best care and to ensure the longevity of your product, please refer to our Care Instructions, available on our website.

GUARANTEE

Our products are fragile and should always be handled with care. We recommend inspecting the item immediately upon delivery. Any damage that is not reported upon receipt may not be covered under our warranty. Once the product has been unpacked and verified to be in good condition, we can no longer take responsibility for damage caused by mishandling or improper use.

For the best longevity of your product, please follow the care instructions available on our website or in the included Care Instructions document.