Returns, refunds & all the fine print.
Everything you need to know about shipping, faulty items and refunds at Sugar Imprint Co. — written plainly, because you should never have to guess.
Last updated October 2026
Made to order, just for you
Every cutter, embosser and stencil is 3D printed to order in our Melbourne studio, so nothing sits on a shelf waiting for you. That means personalised and custom-designed pieces cannot be returned simply because you changed your mind — the same rule that applies to any made-to-order item under the Australian Consumer Law.
Your rights to a remedy for a faulty, unsafe or misdescribed product always apply, and we never ask you to give those up.
Our 30-day promise
If something arrives damaged, faulty, or is not the item you ordered, contact us within 30 days of delivery. Send your order number and a quick photo, and we will arrange a replacement or a refund — including any postage you paid. It is your choice which one you would prefer.
Damaged in transit
Please open your parcel soon after it arrives. If anything has been crushed or cracked on the way to you, email us within 7 days of delivery with a photo of the item and the packaging. We reprint and reship free of charge, no return required.
What we cannot cover
- Change of mind on personalised or custom-designed cutters and stencils.
- Damage from heat, dishwashers, microwaves or hot liquids — print is food-safe PLA and needs a cool hand wash.
- Normal wear from regular baking, or a cutter that has been dropped or bent.
- Orders where an incorrect delivery address was supplied at checkout.
How to start a return
Email sugarimprint@hotmail.com with your order number, the item, and a description or photo of the issue. We reply within one business day with the next step.
Please do not post anything back before you hear from us — return addresses for made-to-order items are arranged case by case, and unannounced parcels can go astray.
Refunds & timing
Approved refunds are issued to the original payment method through Stripe within 5 business days. Your bank or card issuer may take a few extra days to show the funds. We will email you the moment the refund is on its way.
Shipping & delivery
- Australia-wide flat rate of $9.95 per order.
- Free shipping on orders of $60 or more — applied automatically at checkout.
- Made-to-order production takes 2 to 4 business days before dispatch.
- Delivery is estimated at 2 to 6 business days after dispatch.
Still have a question?
Email sugarimprint@hotmail.com — a real person in our Melbourne studio replies within one business day.
Back to the collection
