At Sugar & Havana, all pastries are handcrafted and baked fresh to order. Because our products are perishable and made specifically for each customer, all sales are final once an order has been confirmed and production has started.

Order Cancellations

Pastry box orders may be cancelled for a full refund only if the cancellation is requested before production begins.

Same-day orders may not be eligible for cancellation once accepted, since production may begin shortly after the order is placed.

Catering and event orders may require a deposit to reserve the date. Deposits may be non-refundable once the date is reserved, ingredients are purchased, or production planning has begun.

Refunds

Refunds may be issued if Sugar & Havana is unable to fulfill your order due to availability, scheduling issues, or an error on our part.

Refunds are not provided for missed pickup times, incorrect customer information, change of mind, flavor preference, or failure to follow pickup or delivery instructions.

Pickup Orders

Customers are responsible for picking up their order during the scheduled pickup window. Orders not picked up during the confirmed pickup time may not be refunded.

Delivery Orders

For local delivery, customers must provide a correct delivery address and be available to receive the order. Sugar & Havana is not responsible for delays or failed deliveries caused by incorrect addresses, unavailable recipients, weather, traffic, or circumstances outside our control.

Product Concerns

If there is a problem with your order, please contact us within 2 hours of pickup or delivery with your name, order number, description of the issue, and photos if applicable. We will review the situation and determine whether a replacement, store credit, or refund is appropriate.

Contact

For questions about refunds or cancellations, please contact Sugar & Havana through the contact information provided on our website.