Sugart Creator — Starter Plan

Billing

• You will be billed monthly on the same date as your first payment
• Your billing cycle begins on the date your device arrives and your first onboarding training session is completed
• Minimum subscription term: 3 months — your first 3 payments are non-refundable
• After 3 months, your subscription continues on a month-to-month basis
• Prices are fixed for the duration of your subscription term; we will notify you at least 30 days in advance of any price changes

Cancellation

• You may cancel at any time after your 3-month minimum term
• Early cancellation within the 3-month term is permitted; a cancellation fee equivalent to 1 month's subscription fee will apply
• To cancel, contact us at service@labsugart.com at least 10 days before your next billing date
• No cancellation fees apply after the minimum term

EU Consumer Rights

• As a consumer in the EU, you have the right to cancel your subscription within 14 days of purchase without providing a reason
• This right applies only to the first subscription period
• After the 14-day cooling-off period, standard cancellation terms apply

For detailed FAQs, visit our Help Center

Commitment & Flexibility

• Minimum subscription term: 3 months
• After 3 months, continue on a flexible month-to-month basis — no long-term lock-in

Consumables

• Your first order includes 1 kg of sugar consumables (complimentary)
• Additional consumables can be purchased separately at any time

Design Library & Custom Models

• Full access to the standard design library is included — unlimited prints from the library
• Custom model design is available as a paid add-on, priced per model — contact us for a quote

Monthly Print Allowance

• Starter Plan: Up to 300 printed images per month
• Pro Plan: Unlimited prints per month

For detailed FAQs, visit our Help Center

Device Included

• The Sugart Creator device is included in your subscription as a loan device
• The device must be returned to us upon subscription cancellation or expiry
• Return shipping costs are covered by LabSugart

Device Condition & Fault Assessment

• Device condition is jointly confirmed with the customer during the onboarding training session at the start of the subscription
• If a fault is caused by the device itself, LabSugart will arrange repair or replacement at no cost to the customer
• If damage is caused by the customer, compensation will be calculated based on the depreciated value of the device at the time of damage

Repair & Replacement Process

• Repair response time: completed within 15 business days
• A loan device will be provided during the repair period
• Loan device delivery is subject to local logistics, typically 3–5 business days
• Replacement devices are provided at cost (depreciated value)

Device Return & Decommissioning

• Upon subscription cancellation or expiry, the device must be returned within 30 days
• Return shipping is covered by LabSugart
• Device data will be securely wiped before return

For detailed FAQs, visit our Help Center

Delivery Coverage

• We ship to the United States, European Union, and selected Gulf countries (Saudi Arabia, UAE, Qatar, Kuwait, Bahrain, and Oman)
• Remote or hard-to-reach areas may incur additional shipping surcharges
• Shipping costs are calculated based on actual weight and volumetric weight

Consumables Delivery

• Consumables (sugar materials) are sold in 500g packs
• Delivered within 3–5 business days
• Free shipping on consumable orders over €75
• Orders below €75 are subject to standard shipping fees based on weight and volume

Device Delivery

• Your Sugart Creator device will be dispatched within 1 month of subscription activation
• Device shipping costs are borne by the customer and will appear in your order at checkout
• Device net weight: 12.5 kg (with handle)
• Packaged weight: 17 kg | Wooden crate weight: 22 kg

For detailed FAQs, visit our Help Center

Support Channels

• Email: service@labsugart.com
• WhatsApp: available for quick queries
• Online Meeting: available by appointment
• On-site support: available in the Netherlands only (paid service, by appointment)
• Response time: within 1 business day
• Support language: English only
• Support hours: by appointment with your dedicated support contact

Onboarding Program

• 4 onboarding sessions included with your subscription
• Format: live online meeting + video training materials
• Duration: 30 minutes per session
• Sessions are scheduled by appointment to suit your availability

For detailed FAQs, visit our Help Center