Returns Policy
Returns, Refunds & Exchanges Policy
Sugarplum
Vjal il-Blue Grotto, Żurrieq
Tel: 2745 8808
Website: www.sugarplum.mt
Last updated: August 2026
At Sugarplum, we want our customers to be happy with their purchases. This policy explains our approach to returns, exchanges and refunds for purchases made in our physical shop and through our website.
This policy does not affect any statutory consumer rights that cannot legally be excluded under Maltese law.
A. Purchases made in our physical shop
For purchases made directly at Sugarplum, we do not offer refunds or exchanges for change of mind, incorrect choice, unwanted items or simply because the customer no longer requires the product.
Customers are encouraged to check their purchases before leaving the shop, particularly products that are sold by weight and fragile products.
This does not affect your legal rights if a product is faulty, defective, damaged when supplied, incorrectly supplied, not as described, or otherwise does not conform to the contract.
B. Online purchases
For purchases made through www.sugarplum.mt, statutory cancellation rights may apply to products purchased online.
Where the legal right of withdrawal applies, customers must notify Sugarplum within the applicable statutory period and return the goods within the required timeframe.
Returns of online orders must be made in person.
Sugarplum does not accept returns of online orders by post or courier.
Where a customer is legally entitled to return an online purchase, the goods must be brought back in person to our physical shop:
Sugarplum
Vjal il-Blue Grotto
Żurrieq
Malta
Please contact us before bringing an online order back so that we can provide the appropriate instructions.
Do not send returns by post or courier.
Sugarplum will not be responsible for parcels sent to us without prior authorisation.
This requirement concerns the method of returning the goods and does not remove or restrict any statutory consumer rights that cannot legally be excluded.
B.1. Edible products and products sold by weight
Sugarplum sells a variety of edible products, including sweets, ingredients, decorations and other consumable products.
Products sold loose or by weight are measured and packed specifically according to the customer's order.
These products cannot be returned simply because the customer has changed their mind, does not want the product anymore, or has ordered an incorrect quantity.
Certain edible and consumable products may also be excluded from the statutory online right of withdrawal where they fall within the legal exceptions, including goods liable to deteriorate or expire rapidly.
Where an edible product is faulty, incorrectly supplied, damaged or otherwise does not conform to the contract, please contact us so that we can deal with the matter in accordance with your statutory rights.
B.2. Personalised and made-to-order products
Products made according to a customer's specifications or which are clearly personalised are not subject to the statutory online right of withdrawal where the applicable legal exception applies.
This includes personalised or customised cake toppers and other products made specifically according to a customer's requirements.
Such products cannot be returned simply because the customer has changed their mind.
B.3. Opened or unsuitable-to-return products
Certain sealed products may not be eligible for return once the seal has been broken where the applicable legal exception applies, including circumstances involving health protection or hygiene.
For this reason, customers should not open products they intend to return unless they have confirmed with Sugarplum that the product is eligible for return.
B.4. Heat-sensitive products
Chocolate and other heat-sensitive products may be affected by exposure to high temperatures. Customers are responsible for the appropriate transportation and storage of such products after collection or delivery.
Products that have melted, softened, deformed or otherwise deteriorated due to exposure to heat after collection or delivery will not be accepted as change-of-mind returns.
This does not affect a customer's statutory rights where a product was already defective or otherwise did not conform to the contract when supplied.
B.4. Fragile products
Sugarplum sells fragile products, including sugar flowers, sprinkles, and delicate cake decorations.
Customers purchasing fragile products in-store should check them before leaving the shop.
For online orders, please inspect fragile products as soon as they are received.
If an item arrives damaged, please contact us as soon as possible and provide photographs of:
- The damaged product;
- The packaging containing the product; and
- The outer packaging/parcel, including any visible damage.
Damage or a product defect is not treated as a change-of-mind return and will be dealt with in accordance with applicable consumer law.
B.5. Faulty, damaged or incorrectly supplied products
Our policy does not affect your statutory consumer rights.
If you receive a product that:
- is faulty or defective;
- arrives damaged;
- is not the product you ordered;
- is materially different from its description; or
- otherwise does not conform to the contract,
please contact Sugarplum with your order details.
We will assess the matter and provide the appropriate remedy in accordance with applicable Maltese consumer legislation.
C. How to request a return for online orders
Before returning an online order, please contact us:
Telephone: 2745 8808
Or fill in the form available on our website.
When contacting us, please provide your order number and details of the product concerned. Photographs may also be requested where an item is damaged or defective.
If the return is approved or a statutory right of withdrawal applies, the goods must be returned in person to our physical shop in Żurrieq.
Returns by post or courier are not accepted.
D. Refunds
Where a refund is legally due, Sugarplum will process the refund in accordance with the applicable consumer legislation.
The condition of returned goods may be taken into account where permitted by law. Customers may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where applicable.
E. Important Note
Nothing in this policy is intended to exclude, restrict or limit any consumer rights that cannot legally be excluded under Maltese law.
Our policy of not accepting change-of-mind returns does not affect a customer's statutory rights concerning faulty, defective, damaged or incorrectly supplied goods.
For any questions regarding returns, please contact:
Sugarplum
Vjal il-Blue Grotto, Żurrieq
Tel: 2745 8808
Website: www.sugarplum.mt
