This policy outlines the terms for order processing, shipping, and delivery for all purchases of Sugar.fit Active Foods, 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 ensuring a seamless delivery experience.
By placing an order, you acknowledge that you have read, understood, and agreed to the terms outlined in this policy. For information on cancellations, refunds, and replacements, please refer to our Cancellation & Replacement Policy.
Orders are usually processed and dispatched within 3 (three) – 5 (five) business days (excluding Sundays and public holidays). Orders placed after 12:30 PM IST will be processed the next business day. In cases of stock unavailability or delays, you will be kept informed. For medicine orders that require a prescription, shipment will only be dispatched once a valid prescription is provided or a doctor consultation is completed.
The company reserves the right to withhold shipment of any medicine order where the uploaded prescription is found to be invalid, expired, tampered with, or otherwise not in compliance with applicable regulations.
Any applicable shipping charges will be displayed at checkout. We may offer free shipping promotions from time to time.
Estimated delivery is 5–8 business days from order confirmation. Delivery times may vary based on location and unforeseen factors such as weather, strikes, or logistical delays. We do not guarantee delivery within the estimated timeframe.
Once your order is shipped, a confirmation with tracking details may be shared through email, SMS, phone call, or any available communication channel. Tracking updates may take up to 24–48 hours to reflect, depending on the logistics provider.
We deliver to most PIN codes across India, based on our logistics partner’s coverage. If delivery to your address is not possible, you will be informed, and a refund may be processed if payment has already been made, or an alternative provider may be used to assist with delivery of the order.
Once an order has been shipped, it cannot be returned. We will attempt delivery up to three times. If all delivery attempts fail, the package will be returned to us, and no refund will be issued.
For perishable items, no refund will be issued in such cases. For non-perishable items, the refund amount will be calculated after deducting the cost of transportation and shipment charges.
If your order arrives damaged, incorrect, or incomplete, please contact us with clear photos/videos for resolution, as per our Cancellation & Replacement Policy. A mandatory unboxing video is required to raise any such claim.
For medical devices, to process a claim for damaged or missing items, customers must provide a continuous video starting from the display of the shipping label to the discovery of the defect or damage. This requirement helps prevent unjust or fraudulent claims.
If your tracking shows the order as delivered but you have not received it, please report this within 24 hours, and we will investigate with our delivery partner.
If your order includes both Sugar.fit Store orders and a Sugar.fit Health Package Subscription, shipping and delivery timelines may vary based on the fulfillment process for each component. Any Sugar.fit Health Package Subscription will be delivered as per its specific terms, while Store products will be shipped separately. Please note that orders which include both a subscription and food products cannot be cancelled once confirmed, as subscriptions are non-cancellable.
For any queries or assistance, reach out to us at hello@sugarfit.com.