Return, Refund, and Cancellation Policy

Last Updated: 18.02.2026

1. Our Commitment

We want you to love Zeroh Sugar! If you're not satisfied, we've got you covered, within limits. Because we're a consumable food product, returns are subject to specific conditions to ensure hygiene and safety.

SECTION A: CANCELLATION POLICY

2. Before Dispatch (Order Cancellation)

You may cancel your order anytime before dispatch by:

  • Emailing contactus@rebalancelife.in with your order number.
  • Calling/WhatsApp: +91-8055670680.

Refund: Full refund (including shipping) processed within 5-7 business days to your original payment method.

3. After Dispatch (Cancellation Not Allowed)

Once your order is dispatched, cancellation is not possible. However, you may refuse delivery at the time of receipt.

SECTION B: RETURN POLICY

4. Eligibility for Returns

We accept returns only in the following cases:

ACCEPTED RETURNS (Full Refund or Replacement)

  • Damaged / Defective Products:
    • Product pouch/carton is physically damaged (torn, leaking, crushed).
    • Seals are broken or tampered with before delivery.
    • Condition: Must be reported within 24 hours of delivery with photos/video.
  • Wrong Product Delivered:
    • You received a different SKU (e.g., ordered 200g pouch, received 15-sachet carton).
    • Condition: Product must be unopened and unused. Report within 24 hours.
  • Missing Items:
    • Part of your order is missing (e.g., combo pack missing the pouch).
    • Condition: Report within 24 hours with unboxing video/photos.
  • Expired / Near-Expiry Products:
    • Product received has less than 1 month shelf life remaining.
    • Condition: Report within 2 days with photo of expiry date.

RETURNS NOT ACCEPTED (No Refund)

  • Opened / Used Products:
    • Once the pouch seal or sachet carton is opened or torn, returns are not accepted (hygiene and food safety regulations).
    • Even if you've used "only 1 sachet," we cannot accept the return.
  • Change of Mind / Taste Preference:
    • "I don't like the taste" or "I changed my mind" are not valid return reasons after opening.
    • Solution: We offer sample sachets (5×5g for ₹149) for first-time buyers to try before bulk purchase plus shipping charges. Requests must be sent via email or WhatsApp, and payment must be made in advance; no COD.
  • Allergic Reactions / Medical Issues:
    • While we're sorry you experienced discomfort, returns are not accepted once the product is opened.
    • Disclaimer: Ingredient information is clearly listed on the product page. Please consult a doctor before purchase if you have known allergies.
  • Delayed return requests.
    • Returns requested after 2 days of delivery will not be entertained (unless there is a manufacturing defect with proof).
  • Non-Defective "Defect" Claims:
    • Normal product variations (e.g., slight color difference, powder texture, natural monk fruit aroma) are not defects.

5. Return Process (for Eligible Returns)

  • Step 1: Email contactus@rebalancelife.in within 24 hours with:
    • Order number
    • Reason for return (with photos/videos)
    • Preferred resolution: Replacement or Refund
  • Step 2: Our team will review and respond within 24 hours (Mon–Sat).
  • Step 3: If approved, we will:
    • Arrange reverse pickup (free of charge) OR
    • Ask you to ship the product to our warehouse (we'll reimburse courier charges up to ₹100).
  • Step 4: Once we receive and inspect the returned product (2-3 days):
    • Replacement: New product dispatched within 24 hours.
    • Refund: Processed within 5-7 business days to your original payment method.

6. Non-Serviceable Return Pickups

If your location is not serviceable for reverse pickup, you may ship the product to:

Rebalife Returns Department
Unit no 13, Akshay, Mahesh Nagar, Jalna Road, Chattrapati Sambhaji Nagar.
PIN: 431001
Phone: +91-8055670680

Include a note with your order number, name, and reason for return. We will reimburse courier charges (up to ₹100) once the return is processed.

SECTION C: REFUND POLICY

7. Refund Timelines

Scenario Refund Timeline
Order Cancelled Before Dispatch 5-7 business days
Order Returned (Eligible Cases) 5-7 business days after inspection
Payment Gateway Failures(double charge, etc.) 7-10 business days (bank dependent)

8. Refund Method

  • Refunds are issued to the original payment method (same card/UPI/wallet used for payment).
  • Cash on Delivery (COD) orders: Refunds via bank transfer (you'll need to provide account details).
  • Razorpay/Payment Gateway: Refund status can be tracked via the payment confirmation email link.

9. Partial Refunds (Combo Packs / Multiple Items)

If only part of your order is defective (e.g., 1 pouch in a twin pack):

  • We will issue a partial refund for the defective item OR replace only that item (your choice).
  • Shipping charges will be refunded proportionally if applicable.

10. No Refund for Promotional Coupons

If you used a discount coupon or promotional offer:

  • Refunds are calculated on the amount you paid (after discount), not the original MRP.
  • Used coupons cannot be reinstated once the order is placed.

SECTION D: QUALITY ASSURANCE

11. Our Quality Promise

Every Zeroh Sugar product undergoes:

  • Batch Testing: Each production batch is lab-tested for purity, sweetness equivalence, and microbial safety.
  • Sealed Packaging: Tamper-evident seals ensure hygiene from factory to your doorstep.
  • Shelf Life: Minimum 18 months from manufacturing date (clearly printed on each pack).

If you receive a genuinely defective product (manufacturing error, contamination, seal failure), we will:

  • Replace immediately (express shipping, no questions asked).
  • Refund in full + compensate with a ₹100 store credit for the inconvenience.

12. Batch Recall (Rare Event)

In the unlikely event of a safety concern or batch defect:

  • We will notify all affected customers via email/SMS within 48 hours.
  • Full refund + return shipping will be arranged immediately, regardless of whether the product was opened.

SECTION E: CONTACT FOR RETURNS

Email:contactus@rebalancelife.in
Phone / WhatsApp: +91-8055670680 (Mon–Sat, 10 AM – 6 PM IST)
Response Time: Within 24 hours

13. Summary: Quick Reference

Scenario Return Accepted? Refund / Replacement?
Damaged package on arrival Yes (24h report + photos) Full refund or replacement
Wrong product delivered Yes (24h, unopened) Full refund or replacement
Expired / near-expiry Yes (2 days, photo) Full refund or replacement
Opened pouch / used product No No refund (hygiene policy)
Change of mind No No refund after opening
Allergic reaction No (ingredients disclosed) No refund after opening
Delayed claim (>7 days) No (unless defect) Case-by-case review