Refund policy

All sales are final. Because we supply professional salons, we don't accept returns or exchanges for change of mind, ordering errors or unused items.

Damaged, defective, wrong or missing items

If something arrives damaged, defective, incorrect or missing, we'll make it right with a replacement or store credit.

• Damaged in transit: report it within 5 business days of delivery.
• Wrong or missing items: report them within 30 days of your order date.
• Photos are required for all damage claims. Please include clear pictures of the damaged item, the box or pallet it came in, and the shipping label. We can't approve a damage claim without photos.
• Start every claim with our Report an Issue form and include your order number.
• Please keep the item and its packaging until we confirm your claim. If we need it back, we'll send you a prepaid label.

Pallet and freight deliveries

Before you sign for a pallet delivery, check it for damage and write any damage on the Bill of Lading (BOL). If damage isn't noted on the BOL at the time of receiving, our team can't file a claim with the carrier later. Take photos before you break down the pallet.

Refunds

Refunds are only issued in extenuating circumstances, at Hello Sugar Supplies' discretion. Approved refunds go back to the original payment method.

Our promise: we'll make it right

If it's our mistake, it was damaged in transit, or it's covered under warranty, we will always make it right. We take care of our Z's!

Questions? Email contact@hellosugarsupplies.com or reach out on Pronto with your order number.