Welcome to Sugar Shell (“Company”, “we”, “our”, “us”). We strive to ensure that every product you receive is crafted with care, hygiene, and quality standards. This Cancellation, Return & Refund Policy (“Policy”) describes the terms under which you may cancel an order, raise concerns, request a return, or seek a refund.
By purchasing products from us through our website, social channels, or any authorised platform (“Sugar Shell Platform”), you acknowledge and agree to the terms laid out in this Policy.
We request you to kindly review this Policy in detail before proceeding with your purchase, so that you are fully aware of the terms governing order cancellation, returns, exchanges, and refunds, and can enjoy a smooth and transparent shopping experience with Sugar Shell.
1. Definitions
For this Policy:
- “User” / “You” / “Your” refers to the individual placing an order on the Sugar Shell Platform.
- “Product(s)” refers to items offered by Sugar Shell, including but not limited to bras, panties, lingerie, hosiery, accessories, and breast prosthetics.
- “Delivered” means the order has been handed over to the User or the delivery address provided by the User.
- “Parcel Opening Video” refers to a continuous, unedited video recording from showing the fully sealed package to complete unpacking and display of the Product.
2. Policy Applicability
This Policy applies to all orders placed on the Sugar Shell Platform.
Sugar Shell may modify, update, or amend this Policy at any time without prior notice. The Policy prevailing at the time of the order shall apply.
3. Eligibility for Cancellation
- Orders may be cancelled only before dispatch.
- Once the order is shipped, no cancellation request shall be accepted.
- To request cancellation, Users must contact our support team with valid order details.
- Approved cancellations shall be refunded to the original payment method or as Store Credits, subject to payment gateway timelines.
4. Return Policy – General Rules
Due to the personal and intimate nature of our Products, returns are highly restricted to ensure hygiene and safety.
4.1 Products Not Eligible for Return
Returns will NOT be accepted for categories including but not limited to:
- Bras (all types incl. mastectomy, nursing, sports)
- Underwear / Briefs / Panties
- Lingerie sets (All Combos)
- Breast Prosthetics / Prosthesis
4.2 Return is allowed only under the following exceptional cases:
- Wrong product delivered
- Wrong size delivered (different from the order placed)
- Product damaged on arrival
- Product has a manufacturing defect
- Product does not match the description provided
4.3 Return requests must be raised within 48 hours of delivery.
4.4 Mandatory Requirement for Any Return Review:
The User must provide:
- A clear uncut parcel opening video showing the package condition, shipping label, product, and defect
- Clear photographs of the Product
- Invoice copy and order details
If the mandatory video proof is not provided, the return request will be rejected without further review.
4.5 All returns are subject to quality inspection by Sugar Shell post pick-up.
4.6 Any Product found to be:
- Used, washed, worn, perfumed, stained, or soiled
- With missing tags, labels, or altered packaging
Mishandled or damaged after delivery shall be deemed ineligible for return.
5. Refund Policy
5.1 Refunds will be initiated only after:
- Our team verifies the claim, and
- Returned product (if applicable) passes quality checks
5.2 No cash refunds will be issued. Refunds will be processed as:
- Sugar Shell Store Credits or
- Same payment mode (only for prepaid orders and at Sugar Shell’s sole discretion)
5.3 Refund and claim validity are subject to compliance with all Policy requirements.
5.4 Refunds do not include:
- Shipping charges
- COD fees
- Gift wrapping charges
5.5 Refund timelines: 7–15 business days after approval, subject to payment partner processing.
5.6 If the return is rejected, the product will be returned back to the User and no refund will be provided.
6. Exchanges
6.1 For hygiene and safety standards, exchanges are not allowed on any intimate apparel or prosthesis products.
6.2 Customers are encouraged to refer to the sizing guide or consult our Fit Support Team before purchasing.
7. Governing Authority and Final Decision
All claims are subject to:
- Internal verification
- Product evaluation
- Logistics timelines
Sugar Shell’s decision shall be final and binding in all matters concerning cancellations, returns, and refunds.
8. Partial Return Policy
8.1 In cases where an order consists of multiple Products purchased under a single order, Sugar Shell does not support partial returns.
8.2 If a return request is raised for an order containing multiple Products, the return shall be evaluated only for the specific Product(s) that meet the return eligibility criteria under this Policy.
8.3 Refunds (if approved) shall be processed only for the eligible Product(s) and not for the entire order value.
8.4 Shipping charges, convenience fees, gift-wrap charges, or any other ancillary charges applicable to the overall order shall not be refunded, even if one or more Products from the order are approved for return.
8.5 Sugar Shell reserves the right to reject partial return requests if:
- The Products were sold as a bundle or set, or
- The Products are marked as non-returnable categories, or
- Partial return compromises hygiene, packaging integrity, or resale standards.
9. Cash on Delivery (COD) Orders
9.1 Currently, Cash on Delivery (COD) is not an active payment option on the Sugar Shell Platform.
9.2 In the event COD is enabled in the future:
- COD refunds shall not be issued in cash under any circumstances.
- Approved refunds for COD orders shall be processed only as Sugar Shell Store Credits or Coupons, usable for future purchases.
9.3 The mode and form of COD refunds shall be solely determined by Sugar Shell based on operational feasibility and payment partner policies.
10. Refund Processing & Razorpay Settlement Disclaimer
10.1 All online payments on the Sugar Shell Platform are processed through third-party payment gateways, including Razorpay.
10.2 Users acknowledge that:
- Payment gateways may deduct transaction or processing fees (approximately 2%–3%), which are non-refundable.
- Sugar Shell may not receive the full order value immediately due to the payment gateway’s settlement cycle.
10.3 Refund timelines mentioned in this Policy (including the 48-hour review period and 7–15 business day refund window) are subject to Razorpay’s settlement and reconciliation cycle.
10.4 Refunds shall be initiated only after:
- The payment has been successfully settled to Sugar Shell’s account by the payment gateway, and
- The return request has been approved post verification.
10.5 Sugar Shell is not obligated to issue refunds upfront before settlement completion from the payment gateway.
10.6 Any delays caused due to payment gateway processing, settlement timelines, bank processing, or technical issues shall not be attributable to Sugar Shell, and no interest, compensation, or penalty shall be payable for such delays.
11. Payment Gateway Limitation & Liability
11.1 Sugar Shell does not control or operate Razorpay or any third-party payment gateway.
11.2 Any disputes, delays, failures, or deductions arising from:
- Payment processing
- Settlement delays
- Bank-side processing shall be governed by the payment gateway’s terms and conditions.
11.3 Sugar Shell’s liability shall be limited to initiating the refund request as per this Policy and providing necessary support documentation, where required.
12. Contact & Support
For order concerns or support, please reach us:
📩 Email: info@sugarshell.in / cc: sushmita.basak0204@gmail.com
📞 Customer Support/WhatsApp: +91 97117 63222
⏱ Support Hours: Monday–Friday, 11:00 AM – 7:00 PM IST
Thank you for trusting Sugar Shell.
We are committed to maintain the highest standards of hygiene, safety, and customer satisfaction.
Your comfort and confidence are always our priority.
