Made especially for you 🤎
Every Burnt Sugar Co piece is handmade and, when customised, created especially for the person it is intended for. Because of this, there are a few things we want you to know before placing your order.
Custom & Engraved Pieces
Once engraving has started, custom and personalised pieces cannot be cancelled, returned or exchanged due to change of mind.
We don’t want anyone to receive a piece and realise something isn’t quite right, so before we begin engraving, we’ll provide a mock-up of your design for you to check and approve where applicable.
Please take a moment to carefully check all names, wording, dates and other personalised details. Once you approve your mock-up, you are confirming that these details are correct and ready to be engraved.
A little note about wood 🌿
Wood is wonderfully imperfect — and that’s part of what makes every Burnt Sugar Co piece unique.
Every board has its own natural grain, colour, texture, knots and markings. Because of this, the finished engraving won’t necessarily look 100% identical to the digital mock-up.
Your mock-up is there to show you the overall design, layout and placement. The natural grain of your individual piece of timber will influence how the engraving looks once it’s actually burned into the wood.
What won’t change are your approved words, names, dates and personalised details. These will be engraved according to the design you have confirmed.
Natural variations in the timber aren’t considered faults — they’re part of the beauty of working with a natural material.
Something Not Quite Right?
While we take enormous care with every order, sometimes things happen that are outside our control — particularly when your precious parcel is making its way through the postal system.
If your order arrives damaged, faulty or incorrect, please get in touch with us as soon as possible.
Send us:
- Your order number
- A quick description of what’s happened
- Photos of the item and packaging if it has been damaged in transit
We’ll take a look and work with you to find the best solution.
If you’re worried about something, please just reach out. We’d much rather hear from you and have the chance to help than have you sit there wondering what to do.
Change of Mind
For non-personalised items, returns or exchanges may be considered on a case-by-case basis where the item is unused and in its original condition. Return postage will generally be the customer’s responsibility.
Custom or personalised items cannot be returned or exchanged for change of mind once production or engraving has begun.
Our Promise
We’re a small handmade business, not a giant warehouse. Every piece that leaves Burnt Sugar Co has been designed, made, engraved, checked and packed with care.
We want you to love the bloody thing when it arrives. 🤎
So if something genuinely isn’t right, talk to us. We’ll always do our best to sort things out fairly and make sure you’re looked after.
Thank you for choosing handmade, supporting a small business and letting us burn a little piece of your story into wood.
Burnt with love,
Burnt Sugar Co 🪵🤎
Nothing in this policy limits or excludes any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable New Zealand consumer laws.