Refund policy

Last updated: September 7, 2026

This policy covers PrintedSugar custom photo cookies, custom shape cookies, ready-made printed designs and cookie sets.

Food returns and change of mind

Cookies are perishable food. We do not accept physical returns or exchanges of cookies for food-safety reasons. We do not offer change-of-mind returns once an order has been produced. This applies to ready-made designs and sets as well as personalised cookies. It does not affect your rights when products are damaged, defective, incorrect or not delivered, or other rights provided by applicable law.

Changing or cancelling an order

Please contact us as soon as possible with your order number. We will check the production status and confirm whether your request can be accommodated. Once production has started, we generally cannot change a design or accept a change-of-mind cancellation. Any statutory cancellation rights remain unaffected.

If we cancel an order because we cannot fulfil it, we will refund the cancelled items and any delivery charges attributable to those items. If we cancel the whole order, we will refund the full amount paid.

Damaged, defective, incorrect or missing items

Please inspect your order when it arrives. If there is a problem, email printedsugar.ca@gmail.com with your order number, a description of the issue and, where available, clear photos of the cookies and packaging. Contacting us within 48 hours of delivery helps us assess fresh food and shipping damage promptly; this is not a deadline that removes your statutory rights.

Do not mail food back to us. We will review the issue and discuss a replacement, a partial refund or a full refund, as appropriate and subject to your legal rights. A problem affecting only part of an order will normally be resolved for the affected items. We aim to respond within two business days.

Artwork and previews

Minor differences between a screen preview and edible printing can occur. Such differences alone do not normally qualify for a refund. This does not apply to a printing defect, a material difference from the agreed design, or an error we make with your selected shape, size or artwork. If the uploaded image or instructions are the issue, contact us so we can review what was supplied and agreed.

Delayed or missing deliveries

If your parcel is delayed or missing, contact us with your order number. We will investigate with the carrier and work with you on a resolution. Carrier involvement does not remove any cancellation, refund or other rights you have under applicable law. Please discuss a time-sensitive event with us before ordering.

How refunds are paid

We will confirm an approved refund by email and return it to the original payment method. Gift-card payments are refunded to the gift card; for orders paid using more than one method, the refund is allocated through the original payment methods. Your bank or payment provider may take additional time to display the credit. Contact us if an approved refund has not appeared within 10 business days.

Your consumer rights

This policy does not exclude or limit rights or remedies that cannot be excluded under applicable consumer protection law. Those rights take priority where they differ from this policy.

Contact

PrintedSugar
198 Bright St, Sarnia, Ontario, Canada
Email: printedsugar.ca@gmail.com
Phone: +1 (548) 997-9320