Refund policy

30-Day Return Policy


You have 30 days after receiving your item to request a return. To be eligible:

  • Item must be unused, unworn, with tags, and in original packaging.

  • Proof of purchase (receipt/order number) is required.

How to Initiate a Return

  1. Email us at sugar@sugarmatbali.com to request a return.

  2. If approved, you’ll receive instructions to ship the item to:
    Sugarmat Bali Store. Jl. Gn. Tangkuban Perahu Jl. Pengubengan Kauh No.99, Kerobokan, Kerobokan Kelod, Kec. Kuta Utara, Kabupaten Badung, Bali 80361 +6282315846141

    • Return shipping costs are the customer’s responsibility.

    • Items sent back without prior approval will not be accepted.

    • Monogrammed and personalized items are final sale and non-refundable.

Damages or Errors
Contact us immediately if your order arrives defective, damaged, or incorrect. We’ll evaluate and resolve the issue.

Non-Returnable Items

  • Perishable goods (food, flowers, etc.)

  • Custom/personalized items

  • Personal care products (e.g., beauty items)

  • Hazardous materials

  • Sale items or gift cards

Exchanges
To exchange an item:

  1. Return the original item following the steps above.

  2. Once the return is approved, place a new order.

EU Customers: 14-Day Cooling-Off Period
If shipping to the European Union, you may cancel or return your order within 14 days for any reason. Items must be unused, in original packaging, and include proof of purchase. Return shipping costs remain the customer’s responsibility.

Refunds

  • Refunds are processed within 7 business days after we receive and inspect your return.

  • The refund will be issued to your original payment method.

  • Bank processing times may vary. Contact us at sugar@sugarmatbali.com if you don’t receive your refund after 15 business days.