Refund and Returns Policy – Sugora.com

Last Updated: 14/08/2025

1. Introduction

At Sugora.com, customer satisfaction, trust, and transparency are our top priorities. We take pride in offering thoughtfully curated surprise gift boxes and related products that are hand-picked for quality, presentation, and experience.

While we do not offer a general refund or return facility for change of mind or dissatisfaction with the nature of a surprise gift, we are committed to ensuring that any genuine issues—such as damage in transit or an incorrect product—are handled quickly and fairly.

This Refund and Returns Policy explains:

  • The situations in which a refund or return may be granted.

  • The timelines for reporting an issue.

  • The steps we will take to resolve problems.

  • The role of our Live Chat Support in grievance redressal.

2. Legal Compliance

This policy complies with:

  • Consumer Protection Act, 2019

  • Consumer Protection (E-Commerce) Rules, 2020

  • Information Technology Act, 2000 (Section 43A for reasonable security)

We strictly follow Indian law requiring clear disclosure of refund/return terms before purchase so customers can make informed decisions.

3. No Refund and No Return Policy (General Rule)

3.1 Final Sale

All purchases made on Sugora.com are considered final. We do not offer refunds, returns, or exchanges for the following reasons:

  • The product is part of a curated surprise box, with contents as per our selection.

  • Personal preference changes after purchase.

  • Minor variations in color, design, or packaging that do not affect product functionality.

3.2 Why This Policy Exists

Our surprise gift boxes are sealed, curated in advance, and sometimes include perishable or hygiene-sensitive items. Once shipped, they cannot be resold or repackaged for health and quality control reasons.

4. Exceptions – When Refunds or Returns May Be Possible

We understand that mistakes or mishaps can occur. Refunds or returns will be considered in the following rare cases:

a) Damaged Product in Transit

  • If the product arrives physically damaged, broken, or leaking.

b) Incorrect Product Delivered

  • If the item you receive is completely different from the one described in your order confirmation.

c) Missing Major Components

  • If essential items promised as part of the box are missing (excluding decorative fillers or small complementary items).

5. Eligibility Criteria for Exceptions

To be eligible for a refund or replacement:

  1. Proof Required: You must provide clear photographic or video evidence showing the issue.

  2. Timely Notification: You must report the issue within 48 hours of delivery.

  3. Original Packaging: The product must be in its original packaging when returned (if applicable).

6. How to Report an Issue

We have made the reporting process simple and quick, with multiple contact options:

Step 1 – Contact Us Immediately

  • Use Live Chat on our website (available 9:00 AM – 9:00 PM IST).

  • Or email support@sugora.com.

  • Or call +91-XXXXXXXXXX (customer care line).

Step 2 – Share Evidence

  • Attach clear photographs/videos of the damaged or incorrect product.

  • Include your Order ID, Full Name, and Delivery Date.

Step 3 – Wait for Confirmation

  • Our support team will review your case and respond within 24–48 hours.

7. Live Chat Support – 9 AM to 9 PM IST

We encourage customers to use our Live Chat for instant assistance. This helps us:

  • Verify problems quickly.

  • Provide on-the-spot guidance (e.g., packaging return items, courier instructions).

  • Offer status updates on claims.

Our live chat agents are trained to follow the Consumer Protection E-Commerce Rules, 2020 grievance-handling process.

8. Resolution Process

Once your issue is verified:

  • For Damaged or Incorrect Products:

    • We may send a replacement item at no extra cost.

    • In certain cases, we may offer a refund to your original payment method.

  • For Missing Components:

    • We may send the missing component(s) separately.

Refunds, if approved, will be processed within 7–10 business days after confirmation.

9. Non-Refundable & Non-Returnable Situations

Refunds/returns will not be granted in the following situations:

  • Delay in delivery due to courier or natural disasters.

  • Refusal to accept delivery without valid reason.

  • Products damaged due to customer misuse after delivery.

  • Minor differences in packaging design or accessory color.

  • Change of mind after order confirmation.

10. Shipping Costs for Returns

If a return is approved:

  • Sugora.com will cover the shipping cost if the issue was our fault.

  • In other cases where a return is allowed as a courtesy, the customer must bear return shipping costs.

11. Customer Responsibilities

  • Inspect your package upon delivery.

  • Report any issue within 48 hours via live chat or email.

  • Keep all packaging materials until the issue is resolved.

  • Be responsive to our support team’s requests for more information.

12. Quality Assurance

Every Sugora.com product goes through:

  • Supplier quality checks.

  • Internal packaging inspection.

  • Secure wrapping to prevent transit damage.

We aim to minimize refund/return cases by maintaining strict Quality Control Standards.

13. Dispute Resolution

If you are unsatisfied with the resolution offered by our support team:

  1. Ask to escalate your case to the Grievance Officer.

  2. The Grievance Officer will respond within 48 hours and resolve it within 1 month, as per Consumer Protection (E-Commerce) Rules, 2020.

  3. If still unsatisfied, you may approach the local Consumer Dispute Redressal Commission.

14. Force Majeure

We will not be responsible for refunding or replacing products delayed or damaged due to events beyond our control, including natural calamities, transport strikes, or government restrictions.

15. Policy Updates

Sugora.com may revise this Refund and Returns Policy at any time to reflect operational, legal, or regulatory changes. The updated policy will always be available on our website with the latest “Last Updated” date.

16. Contact Us

For all refund and return-related queries:

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