Refund policy

 

Cancellation & Replacement Policy – GLP1 Program by Sugar.fit

This policy outlines the terms for cancellations, refunds, and replacements for all purchases of the GLP1 Program by Sugar.fit, whether bought individually or as part of a Sugar.fit Health Package Subscription. At ZENCARE HEALTH RETAIL 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.

1. ORDER CANCELLATION

We strive to process and ship orders as quickly as possible to ensure timely delivery. We understand that circumstances may change, and we aim to accommodate cancellation requests within a reasonable timeframe. However, to maintain efficiency and fairness, the following cancellation terms apply:

  • Orders can only be cancelled if they have not been shipped. Once an order is shipped, it is considered final and non-cancellable.

  • To cancel an order, please write to our customer support team at help@sugarfit.com with your order details.

  • 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.

  • Orders once shipped cannot be cancelled or refunded under any circumstances.

2. REPLACEMENT

A request for a replacement can be made within 5 days from the date of delivery, subject to the following conditions:

Eligible Replacement Scenarios:

  • 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.

How to Request a Replacement:

  • Submit a request by emailing help@sugarfit.com within 5 days of delivery.

  • Provide a brief explanation of the issue along with clear, unaltered photos/videos showing the problem (e.g., damaged packaging, incorrect item, visible expiry date).

  • Include a valid invoice or proof of purchase with the request.

All requests will be reviewed and verified. Approval or rejection of a replacement request will be at our sole discretion.

  • Once approved, a replacement product will be shipped.

  • If not approved, the originally delivered product will remain with you, and no replacement will be provided.

Exclusions from Replacement Eligibility:

  • The product has been fully consumed.

  • Packaging is missing or damaged due to customer mishandling.

  • Issues are subjective (e.g., taste preference, texture dislike, or minor visual variations that do not affect quality).

  • Requests made after the 5-day replacement window.

3. REFUNDS

  • No refunds are provided once an order has been shipped.

  • If an order is cancelled before shipment, the refund will be processed to the original payment source within 5–10 business days.

  • Refunds will only be made to the same payment method used for the original transaction.

  • Applicable deductions may be made, including platform fees, payment gateway charges, and shipping fees, depending on the transaction.

  • The final refundable amount, if any, will be confirmed and communicated at the time of processing.

4. BUNDLED ORDER WITH SUGAR.FIT HEALTH PACKAGE SUBSCRIPTIONS

For products that are part of a Sugar.fit health package subscription:

  • Orders that include both a subscription and products cannot be cancelled once confirmed, as subscriptions are non-cancellable.

  • Products included in the subscription follow the same replacement policy stated above.

  • Health services included in the subscription are non-refundable and non-replaceable under any circumstances and are governed by Sugar.fit’s Terms & Conditions available at: https://app.sugarfit.com/terms, which shall take precedence.

5. GENERAL TERMS & DISCLAIMERS

  • We reserve the right to modify, update, or discontinue this policy at any time without prior notice.

  • All decisions related to cancellations, refunds, and replacements are final and binding.

  • We are not responsible for delivery delays caused by events beyond our control.

  • Customers must check product details, expiry dates, and packaging upon delivery and report issues within the defined timelines.

  • Any misuse or abuse of this policy may result in order restrictions or account suspension.

6. CUSTOMER SUPPORT

For any queries or assistance related to cancellations, refunds, or replacements: