Refund & Returns Policy

You may cancel for any reason within 14 days of receiving your order. Tell us within that window by emailing support@sughoutra.shop with your order number, then return the goods within 14 days of telling us.

Items must be unused, unopened where sealed, and returned complete in their original packaging with all components. You can inspect an item as you would in a shop, but if its value is reduced by handling beyond that, we may deduct the reduction from your refund.

1. Email support@sughoutra.shop with your order number and what you would like to do.
2. Use the form on our Support page and choose the Returns topic.
3. Call us on +44 7113274966 during Monday–Friday, 09:00–17:00 UK time.

We reply with a return address and instructions within one business day. Please do not send anything back before we respond.

If an item arrives broken, damaged, faulty or is not what you ordered, contact us within 48 hours of delivery for breakage and within 30 days for other faults. Send a photograph of the item and its packaging where you can, as it helps us claim against the carrier and speeds up your replacement.

Do not use a broken or chipped glass item. Wrap it safely and dispose of it in accordance with local rules; we will not usually ask you to return broken glassware. We will send a free replacement or issue a full refund including original delivery, at your choice. You pay nothing for return delivery on a damaged, faulty or incorrect item.

For faults appearing later, your statutory rights under the Consumer Rights Act 2015 apply in addition to this policy, including repair, replacement or a partial refund.

• Sealed food-contact items where the seal has been broken, on hygiene grounds, such as drinking vessels, straws, lids and mouthpieces that have been used.
• Items that have been used, washed or put into service beyond a reasonable inspection.
• Items returned incomplete, without their original packaging, or damaged by misuse or by inadequate return packing.
• Downloadable membership recipe content, once downloaded.

These exclusions never apply where the item is faulty, damaged on arrival or not as described.

• Damaged, faulty or incorrect: we cover all return costs.
• Changed your mind: you cover the return delivery cost. We recommend a tracked service, as the goods remain your responsibility until they reach us.
• Original outbound delivery is refunded on a full cancellation at our standard rate. If you chose an upgraded service, we refund the standard rate only.

Refunds are issued through Stripe to the original payment method — we cannot refund to a different card or account. We refund within 14 days of receiving the goods back, or of proof that you have sent them, whichever is earlier. Damaged-on-arrival refunds are issued as soon as we have your photograph. Refunds are made in US dollarsfor the amount you were charged; any difference in your statement is caused by your bank's exchange rate and is outside our control. Your bank may take a further 5 to 10 business days to post the refund. We do not charge a restocking fee.

You can cancel a membership at any time and benefits run to the end of the paid period. Fees for a period that has already started are not refunded, and unused benefits do not carry over or convert to cash. If you were billed after cancelling, or a renewal was taken in error, contact us and we will refund it in full. This does not affect your statutory cancellation rights. See our Terms of Service.