This policy outlines the complete terms for cancellations, refunds, and replacements for all purchases of Sugar.fit Active Foods products. This policy applies to products bought individually or as part of a Sugar.fit Health Package Subscription.
Policy Owner: Diverse Retails Private Limited ("We," "Us," "Our")
Important: By placing an order, you acknowledge that you have read, understood, and agreed to all terms outlined in this policy. For clarification or assistance, contact our customer support team.
Sugar.fit processes and ships orders quickly to ensure timely delivery. While we aim to accommodate cancellation requests within reasonable timeframes, the following terms apply to maintain efficiency and fairness:
Cancellation Window: Orders can only be cancelled if they have not been shipped. Once an order is shipped, it is considered final and non-cancellable.
How to Cancel: To cancel an order, write to our customer support team at [email protected] with your order details.
Refund Processing: If a cancellation request is submitted before shipment, the order will be cancelled, and any applicable refund will be processed to the original payment method within 5-10 days.
Shipped Orders: Orders once shipped cannot be cancelled or refunded under any circumstances.
Replacement requests can be made within 5 days from the date of delivery, subject to specific conditions and verification.
A replacement request is eligible only under the following circumstances:
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.
Incorrect Product: The product received is not what was ordered.
Follow these steps to submit a replacement request:
Submit Request: Email our customer support team at [email protected] within 5 days of delivery.
Provide Documentation: Include a brief explanation of the issue, along with clear and unaltered photos/videos showing the problem (e.g., damaged packaging, incorrect item, visible expiry date).
Proof of Purchase: Include a valid invoice or proof of purchase with the replacement request.
Review Process: The request will be reviewed and verified. The decision to approve or reject a replacement request will be made at our sole discretion.
Replacement Fulfillment: 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.
A replacement request will NOT be accepted under the following circumstances:
| Exclusion Reason | Description |
|---|---|
| Fully Consumed Product | The product has been fully consumed, making it impossible to verify the claimed issue |
| Missing or Damaged Packaging | The product packaging is missing or damaged due to customer mishandling |
| Subjective Issues | Issues related to taste preference, dislike of texture, or minor variations in color/appearance that do not impact quality |
| Expired Timeline | Requests made beyond the 5-day replacement window from the date of delivery |
No Refunds After Shipment: No refunds are provided once an order has been shipped.
Pre-Shipment Cancellation Refunds: If an order is cancelled before shipment, a refund will be processed to the original payment source within 5-10 business days.
Refund Method: 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.
Applicable Deductions: In certain cases, applicable deductions may be made before processing the refund. These may include but are not limited to:
Deduction factors depend on the nature of the transaction, including order value, quantity, type of product, payment method used, and any applicable promotional discounts or offers.
Refund Confirmation: The final refund amount, if applicable, will be confirmed at the time of processing and communicated to you.
Special terms apply to food products purchased as part of a Sugar.fit health package subscription:
Non-Cancellable Bundles: Orders that include both a subscription and food products cannot be cancelled once confirmed, as subscriptions are non-cancellable.
Food Product Replacements: Food products included in the subscription follow the same replacement policy as mentioned above (5-day window with eligible conditions).
Health Services: 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.
Policy Modifications: We reserve the right to modify, update, or discontinue this policy at any time without prior notice.
Final Decisions: Decisions regarding cancellations, refunds, and replacements are at our sole discretion and shall be final and binding.
Delivery Liability: 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.
Customer Responsibility: You must check product details, expiry dates, and packaging conditions upon receipt and report any issues within the specified timelines.
Policy Abuse: 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.
For any queries, concerns, or assistance related to cancellations, refunds, or replacements, please contact our customer support team:
Email: [email protected]
Phone: 1800 1208 860
No. Orders once shipped cannot be cancelled or refunded under any circumstances. Cancellations are only possible before the order has been shipped.
Replacement requests must be submitted within 5 days from the date of delivery. Requests made beyond this window will not be accepted.
You must provide clear and unaltered photos/videos showing the issue, a brief explanation of the problem, and a valid invoice or proof of purchase.
Refunds may be subject to applicable deductions including platform fees, payment gateway charges, and shipping fees, depending on the nature of the transaction. The final refund amount will be confirmed at the time of processing.
No. Subjective issues such as taste preference, dislike of texture, or minor variations in color/appearance that do not impact quality are not eligible for replacement.
If the replacement request is not approved after review, the originally delivered product will remain with you, and no replacement will be provided.
No. 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.
Refunds for orders cancelled before shipment are processed to the original payment method within 5-10 business days.