Refund & Return Policy

Last Updated: 30 August 2026

Thank you for shopping with The Healthy Sugar Company by AES Private Limited.

We take great care to ensure that our products are packed and delivered to you in good condition. Since our products are food and consumable products, we have specific conditions governing returns, replacements, cancellations and refunds.

By placing an order through thehealthysugarcompany.com, you agree to the terms of this Refund & Return Policy.

1. Return Eligibility

Due to the nature of our products, we generally do not accept returns of products that have been opened, used, partially consumed, or tampered with.

However, we may offer a replacement or refund in the following circumstances:

You received a product that is damaged or defective.
You received the wrong product.
You received a product that is different from what you ordered.
The package was damaged during transit in a manner that affects the product.
A product listed in your order is missing from the delivered package.
The product has another genuine issue attributable to us or our delivery process.

Any return, replacement or refund is subject to verification by The Healthy Sugar Company.

2. Damaged Products

If your package or product appears damaged at the time of delivery, we recommend that you:

Take clear photographs or videos of the package before opening it.
Take photographs of the damaged product and packaging after opening.
Contact us as soon as possible at hello@thehealthysugarcompany.com.
Provide your order number and the relevant photographs/videos.

We will review the issue and, where appropriate, arrange a replacement or refund.

If the damage is clearly visible on the outer package at the time of delivery, you may also refuse delivery where reasonably possible.

3. Wrong or Incorrect Product

If you receive a product that is different from the product you ordered, please contact us within 48 hours of delivery.

Please provide:

Order number
Name and contact details
Photograph of the product received
Photograph of the shipping label/package
A brief description of the issue

After verification and approval of the return request, the customer must send the incorrectly delivered product to our registered office address through a reliable courier service.

Return Address:

The Healthy Sugar Company by AES Private Limited
248/C, EDAKKUDIYIL BUILDING,
NEENDAPARA COLONY ROAD,
NERIAMANGALAM, ERNAKULAM,
Ernakulam, Kerala – 686693, India

The product must be returned in its original condition, with its original packaging and seals intact, wherever applicable.

Once we receive and verify the returned product, we may provide a replacement with the correct product or process an appropriate refund, as applicable.

Customers are advised to retain the courier receipt and tracking details until the returned product has been received and the return request has been processed by us.

4. Missing Products

If any product listed in your order is missing from the delivered package, please notify us within 48 hours of delivery.

We may request photographs of the received package, packaging and shipping label to help us investigate the issue.

After verification, we may either send the missing product or provide a refund for the missing item, as applicable.

5. Products That Cannot Be Returned

For safety, hygiene and product-quality reasons, we generally do not accept returns of:

Opened products
Used or partially consumed products
Products with damaged or removed seals
Products that have been tampered with
Products damaged after delivery due to improper storage or handling
Products returned without prior approval from The Healthy Sugar Company
Products where the return request is based solely on a change of mind or personal preference

This restriction does not affect any rights or remedies available to you under applicable law.

6. Wrong Address or Failed Delivery

Customers are responsible for providing a complete and accurate shipping address and contact information when placing an order.

If an order cannot be delivered because of:

An incorrect or incomplete address
Incorrect phone number
Recipient being unavailable
Failure to respond to the delivery partner
Repeated delivery attempts being unsuccessful
Refusal of delivery without a valid reason

the order may be returned to us by the delivery partner.

If the order needs to be shipped again, additional shipping charges may apply.

Where an order is returned to us and a refund is applicable, the refund may be processed after deducting applicable shipping or other charges, where permitted by law.

7. Order Cancellation

You may request cancellation of your order by contacting us at hello@thehealthysugarcompany.com as soon as possible after placing the order.

Cancellation requests can only be accommodated if the order has not already been processed, packed, shipped or handed over to the delivery partner.

Once an order has been shipped, cancellation may no longer be possible.

If a cancellation request is accepted, the eligible refund will be processed using the applicable payment method.

8. Refunds

If your refund request is approved, we will initiate the refund after completing the necessary verification.

Depending on the payment method and payment service provider, the refunded amount may take several business days to appear in your bank account, card account or other payment account.

The actual time taken for the refund to reach you may depend on your bank, card issuer, payment gateway or other financial institution.

We are not responsible for delays caused by third-party payment service providers or banks after the refund has been successfully initiated by us.

9. Replacement

Where appropriate, we may offer a replacement instead of a refund.

Replacement availability may depend on:

Product availability
Nature of the issue
Delivery location
Verification of the claim

If the replacement product is unavailable, we may provide an appropriate refund instead.

10. Refunds for Offers, Discounts and Promotional Orders

If an order was purchased using a discount, promotional code, special offer, bundle offer or other promotional benefit, the refund amount may be calculated based on the actual amount paid for the affected product/order.

Promotional benefits or discount amounts are generally non-refundable and may not be reinstated after cancellation, return or refund.

11. Shipping Charges

Original shipping charges, where separately charged, may not be refundable except where required by applicable law or where the issue is attributable to us.

Where a return or replacement is approved because we sent the wrong product or the product was damaged/defective, the applicable return or replacement shipping costs may be handled in accordance with the resolution communicated to the customer.

For returns of incorrectly delivered products, customers should retain the courier receipt and tracking information until the return has been received and processed.

12. How to Request a Return, Replacement or Refund

To raise a return, replacement or refund request, contact us at:

Email: hello@thehealthysugarcompany.com
Phone: +91 8089942985

Please include:

Your name
Order number
Date of purchase
Product name
Description of the issue
Photographs/videos, where relevant
Any other information reasonably required to investigate the claim

We recommend contacting us within 48 hours of delivery for damaged, incorrect or missing products.

Requests submitted after this period may still be considered at our discretion, particularly where required under applicable law.

13. Verification of Claims

To protect our customers and prevent fraudulent claims, we may request photographs, videos, packaging information, delivery details or other reasonable evidence before approving a return, replacement or refund.

We reserve the right to investigate each claim and determine the appropriate resolution based on the circumstances, subject to applicable law.

For approved returns, the returned product may be inspected after it is received by us before a replacement or refund is processed.

14. Refund Method

Where a refund is approved, we will generally process it to the original payment method used for the purchase.

In certain circumstances, and where permitted by applicable law, an alternative refund method may be offered.

Cash refunds may not be available for orders paid through online payment methods.

15. Products Damaged Due to Improper Storage or Handling

Once the product has been delivered, customers are responsible for storing and handling the product according to the instructions provided on the product packaging.

We may not be responsible for damage, deterioration or quality issues caused by improper storage, exposure to unsuitable conditions, contamination, misuse or handling after delivery.

16. Contact Us

For any questions regarding returns, replacements, cancellations or refunds, please contact:

The Healthy Sugar Company by AES Private Limited