Cancellation & Replacement Policy – Sugar.fit Store

This policy outlines the terms for cancellations, refunds, and replacements for all purchases from the Store on the Sugar.fit App, whether bought individually or as part of a Sugar.fit Health Package Subscription. At Zencare Health Private Limited (“We,” “Us,” “Our”), we are committed to delivering high-quality products and ensuring a smooth customer experience.

By placing an order, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy. If you require further clarification, please contact our customer support team through the Help section on the app.

1. Order Cancellation

We strive to process and ship orders as quickly as possible to ensure timely delivery.

• Orders cannot be cancelled. Once an order is placed on the Store, it is considered final and non-cancellable.

2. Replacement

A request for a replacement can be made within 24 hours from the date of delivery, subject to the following conditions:

• Expired Product: The product has already expired at the time of delivery.
• Damaged or Tampered Packaging: The product packaging is tampered with, damaged, or torn upon arrival, or the product is not as per the prescription.
• Incorrect Product: The product received is not what was ordered.

How to Request a Replacement:

• Submit a request by emailing our customer support team at hello@sugarfit.com within 24 hours of delivery.
• Provide a brief explanation of the issue, along with clear and unaltered videos showing the problem (e.g., damaged packaging, incorrect item, visible expiry date).
• Sharing an unboxing video is mandatory to claim any replacement.
• Include a valid invoice or proof of purchase with the replacement request.
• The request will be reviewed and verified, and the decision to approve or reject a replacement request will be made at our sole discretion.
• Once approved for replacement, a new product will be shipped to you. If the request is not approved, the originally delivered product will remain with you, and no replacement will be provided.

Exclusions from Replacement Eligibility:

A replacement request will not be accepted under the following circumstances:

• There is no unboxing video provided as proof of receipt and initial condition.
• The product has been fully consumed, making it impossible to verify the claimed issue.
• The product packaging is missing or damaged due to your mishandling.
• The issue is subjective (e.g., taste preference, dislike of texture, or minor variations in color/appearance that do not impact quality).
• Requests are made beyond the 24-hour replacement window from the date of delivery.

3. Refunds

• No refunds are provided once an order has been placed, except in cases of established deficiency in service or where a defective product cannot be replaced within a reasonable timeframe.
• Refunds, if issued, will only be processed to the same payment method used for the original transaction. No cash or alternative refunds will be provided.
• In certain cases, applicable deductions may be made before processing the refund. These may include, but are not limited to, platform fees, payment gateway charges, and shipping fees, depending on the nature of the transaction. Factors that may influence deductions include order value, quantity, type of product, payment method used, and any applicable promotional discounts or offers.
• The final refund amount, if applicable, will be confirmed at the time of processing and communicated to you.

4. Bundled Orders with Sugar.fit's Health Package Subscriptions

For products that are part of a Sugar.fit Health Package Subscription:

• Orders that include both a subscription and other products cannot be cancelled once confirmed, as subscriptions are non-cancellable.
• Products included in the subscription follow the same replacement policy as mentioned above in Section 2.
• Health services included in the subscription package are non-refundable and non-replaceable under any circumstances. These services are governed by Sugar.fit's Terms & Conditions available at https://app.sugarfit.com/terms, which take precedence over this policy.

5. General Terms & Disclaimers

• We reserve the right to modify, update, or discontinue this policy at any time without prior notice.
• Decisions regarding cancellations, refunds, and replacements are at our sole discretion and shall be final and binding.
• We are not liable for delays or failures in delivery due to unforeseen circumstances such as natural disasters, logistical disruptions, or external factors beyond our control.
• You must check product details, expiry dates, and packaging conditions upon receipt and report any issues within the specified timelines.
• Abuse of the cancellation, refund, or replacement policy, including excessive or fraudulent claims, may result in restrictions on future orders or account suspension at our discretion.

6. Customer Support

For any queries, concerns, or assistance related to cancellations, refunds, or replacements, please contact our customer support team:

Email: hello@sugarfit.com