Refund policy

At Sugar Oak Farms, we take pride in every product that leaves our farm. Your satisfaction is important to us, and we stand behind the quality of everything we make.

This policy applies to online orders placed through sugaroakfarms.com.

Our Guarantee

If for any reason you're not completely happy with your purchase, we want to hear from you. Whether it's a quality concern, a dam

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at office@sugaroakfarms.com. Please note that returns will need to be sent to the following address: 50 Atkins Rd, Malta, NY 12020.

If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at office@sugaroakfarms.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at office@sugaroakfarms.com.

aged shipment, or simply a product that didn't meet your expectations — we'll work with you to make it right.

Damaged or Missing Orders

If your order arrives damaged, please take a photo of the package and product before discarding any packaging, and contact us right away. This helps us resolve your issue quickly and file a claim with the carrier if needed.

How to Reach Us

Contact us at office@sugaroakfarms.com or call (518) 288-8653. Please include your order number and a brief description of the issue, and we'll get back to you promptly.

What We'll Do

Depending on the situation, we're happy to offer a replacement or a refund. We handle each case individually because we'd rather find the solution that works best for you.

A Note on Food Products

Because our products are food items, we aren't able to accept physical returns of opened goods — but that won't stop us from making things right if there's a problem.