REFUND & RETURNS POLICY

SUGARMASTER LLC – SUGARMASTER
Effective Date: June 12, 2024

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1. Overview

At SUGARMASTER (“SUGARMASTER,” “we,” “us,” or “our”), we want you to be satisfied with your purchase. This Refund & Returns Policy (“Policy”) explains when and how you may return products, request a refund, or exchange an item purchased from sugarmasterllc.com (the “Site”).

By placing an order on our Site, you agree to this Policy in addition to our Terms of Service and Privacy Policy.

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2. Company & Return Address

SUGARMASTER LLC
Business Address:
971 US HIGHWAY 202N #4254
BRANCHBURG, NJ 08876
UNITED STATES

U.S. Product Return Address (for eligible returns):
2315 HADDONFIELD RD #1692
PENNSAUKEN, NJ 08110-1211
UNITED STATES

Email: info@sugarmaster.com
Phone: +1 908 989 7010

Please do not ship any returns to us before contacting us and receiving our instructions.

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3. Eligibility for Returns

3.1. General Return Window

• We accept eligible returns within 30 days from the date your order is marked as delivered by the carrier.

• To be eligible for a return, you must contact us and begin the return process within this 30-day period.

If more than 30 days have passed since delivery, we generally cannot offer a refund or exchange, except where required by applicable law or at our sole discretion.

3.2. Condition of Items

Because we sell hair-care and personal care products, we must follow strict hygiene and safety standards. For this reason, most products must be returned unused and in their original condition.

Unless otherwise stated, returned items must be:

• Unused and unopened, with all original seals intact;

• In their original packaging, including any boxes, inserts, labels, and protective wraps;

• Free from any signs of use, damage, or contamination;

• Accompanied by proof of purchase (e.g., order confirmation or receipt).

We reserve the right to refuse refunds or exchanges if returned items do not meet these requirements.

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4. Non-Returnable or Limited-Return Items

Due to hygiene, safety, and regulatory reasons, certain items are non-returnable once opened, or may be only returnable if faulty:

• Opened or used hair-care products (e.g., shampoos, conditioners, treatments, serums, oils, sprays);

• Products with broken seals, tampered packaging, or missing safety seals;

• Items that have been contaminated, altered, or damaged after delivery;

• Free gifts, promotional items, samples, or items marked “final sale” or “non-returnable.”

We may also limit returns for:

• Bulk purchases or large quantities of the same item;

• Items discounted as part of clearance or special promotions (if specifically stated as final sale).

If an item is non-returnable, this will generally be indicated on the product page or during checkout. Where applicable law grants mandatory return rights, those rights will not be affected.

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5. Damaged, Defective, or Incorrect Items

5.1. Items Damaged in Transit

If your order arrives damaged, please contact us as soon as possible and no later than:

• 7 days from the date of delivery, or

• Any shorter or longer period required by applicable law in your jurisdiction.

We may request:

• Clear photos of the damaged item(s);

• Photos of the outer packaging and shipping label;

• A description of the issue;

• Your order number.

After reviewing the information, we may:

• Offer a replacement of the same item;

• Offer store credit or a refund;

• Request that you return the damaged item(s), in which case we may provide a prepaid return label (subject to our discretion and applicable law).

5.2. Defective Products

If you believe an item is defective (for example, a functional issue, leaking bottle, or major inconsistency), please contact us promptly with:

• Your order number;

• A detailed description of the defect;

• Clear photos or videos illustrating the issue, if possible.

We will evaluate the claim and, if the product is confirmed defective, we may:

• Provide a replacement at no additional cost;

• Provide a refund;

• Provide store credit.

5.3. Incorrect or Missing Items

If you receive the wrong item, or if any item is missing from your order:

• Contact us within 7 days of delivery;

• Provide your order number and a description of the issue;

• Include photos of the items received and the packaging, if applicable.

Once verified, we will:

• Ship the correct item or missing item, or

• Offer a refund or store credit, at our discretion and subject to applicable law.

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6. Return Process

To start a return, please follow these steps:

1. Contact Us
   Email us at info@sugarmaster.com with:

   • Your full name;

   • Order number;

   • The item(s) you wish to return;

   • Reason for the return;

   • Photos, if relevant (e.g., damaged or defective products).

2. Wait for Return Authorization
   We will review your request and, if eligible, provide you with:

   • A Return Merchandise Authorization (RMA) number or confirmation;

   • The appropriate return address (usually our U.S. Product Return Address above);

   • Instructions for packaging and shipping the item(s).

   Do not send any items back before receiving our return instructions, as this may delay processing or cause the return to be rejected.

3. Package Your Return

   • Securely package the item(s) in their original packaging if possible;

   • Include any accessories, inserts, and documentation that came with the product;

   • Clearly mark the RMA number (if provided) on or inside the package.

4. Ship the Return

   • Follow the shipping instructions we provide.

   • Unless we specifically agree otherwise (for example, for damaged or defective items), you are responsible for the cost of return shipping.

5. Keep Proof of Shipment

   • We strongly recommend using a trackable shipping service and keeping your receipt or tracking number.

   • We are not responsible for returns that are lost, misdirected, or damaged in transit.

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7. Refunds

7.1. Inspection and Approval

Once we receive your return, we will:

• Inspect the item(s) to confirm they meet our return conditions;

• Approve or reject the return based on this Policy.

We will notify you via email once your return has been processed.

7.2. Refund Method

If your return is approved, your refund will generally be issued:

• To the original payment method used for the purchase, or

• As store credit, if you expressly choose this option or if required by specific promotional terms.

We do not refund to a different payment method than the one originally used, except where the original method is no longer available or where required by law.

7.3. Amount of Refund

Your refund amount will typically be:

• The purchase price of the returned item(s), plus applicable taxes (if refundable under local law);

• Excluding original shipping charges, unless:

  • The return is due to our error (incorrect item shipped), or

  • The product is confirmed defective or damaged, or

  • Applicable law requires us to refund shipping costs.

Any discounts or promotions applied to the original order may be factored into the refund amount.

7.4. Restocking Fees

We generally do not charge a restocking fee for unused, unopened items returned in accordance with this Policy. However, in certain cases (for example, large or bulk return quantities, damaged packaging, or non-compliant returns), we reserve the right to apply a reasonable restocking fee, where allowed by law. If a restocking fee applies, we will disclose this to you before completing the return.

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8. Timeline for Refunds

After we receive and inspect your return:

• We typically process refunds within 7–10 business days;

• Your bank or card issuer may take additional time to post the refund to your account (often 3–7 business days, but this varies).

If you have not received your refund after we confirm processing:

1. Check your bank or credit card account again;

2. Contact your credit card company or bank, as it may take some time before your refund is officially posted;

3. If you have done all of this and still have not received your refund, please contact us at info@sugarmaster.com.

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9. Exchanges

We may offer exchanges in limited cases and subject to available stock. Exchanges are generally available when:

• You received a damaged, defective, or incorrect item; or

• You wish to replace an unused, unopened item with a different variant (e.g., a different product within our range), and we approve the exchange.

Exchange requests are subject to:

• Product availability at the time of your request;

• Compliance with the 30-day return window and product condition requirements.

Where an exchange is not possible (for example, if an item is out of stock), we may offer a refund or store credit instead.

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10. Cancellations & Order Changes

10.1. Order Cancellations

Because we aim to process and ship orders quickly, there is a limited window during which you may be able to cancel your order:

• If you wish to cancel, contact us at info@sugarmaster.com as soon as possible with your order number.

• If your order has not yet been processed or shipped, we may be able to cancel it and issue a refund.

• If your order has already been processed or shipped, a cancellation may not be possible. In that case, you may need to wait for delivery and then initiate a return under this Policy.

10.2. Modifications to Orders

Requests to change the shipping address, items, or quantities after an order is placed may be accommodated only if the order has not yet been processed or shipped.

We cannot guarantee that any requested changes can be made after placement. If changes are not possible, we may offer you the option to cancel (if still feasible) or process a return once the order is delivered.

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11. Shipping Costs & Responsibility

11.1. Return Shipping

Unless otherwise specified in writing or required by law:

• Customers are responsible for paying the cost of shipping items back to us for returns that are not due to our error (such as change of mind or ordering the wrong product).

• If you are returning a damaged, defective, or incorrect item as a result of our error, we may provide a prepaid shipping label or reimburse reasonable return shipping costs, at our discretion and in accordance with applicable law.

11.2. Non-Refundable Shipping Costs

• Original shipping costs paid at checkout are non-refundable, except where:

  • The return is due to our error (wrong item sent),

  • The product is confirmed defective or damaged, or

  • Applicable law requires that shipping costs also be refunded.

11.3. Lost or Damaged Returns in Transit

You are responsible for ensuring that returned items reach us in acceptable condition. If a returned item is lost or damaged in transit:

• We may not be able to approve your return or issue a full refund;

• You may need to file a claim with the carrier directly.

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12. International Returns (If Applicable)

If we ship to countries outside the United States and you are placing an international order, please note:

• You are responsible for any customs duties, import taxes, and fees;

• These charges are generally non-refundable, even if you return your order;

• You are responsible for any additional shipping and customs charges associated with returning products to us.

Because international returns can be complex and costly, we recommend contacting us at info@sugarmaster.com before placing a large or international order if you have any questions.

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13. Chargebacks & Payment Disputes

If you have any issues with your order, we strongly encourage you to contact us first at info@sugarmaster.com so that we can try to resolve the issue directly.

If you file a chargeback or payment dispute with your card issuer or payment provider while your return or complaint is still open with us, we may suspend further communication until the dispute is resolved and may rely on the dispute process as the final resolution of the matter.

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14. Exceptions & Special Cases

We reserve the right, at our sole discretion, to:

• Make exceptions to this Policy on a case-by-case basis;

• Offer refunds, replacements, or store credit in situations that are outside strict policy terms (for example, customer goodwill gestures), as permitted by law.

Any such exceptions do not constitute a waiver of our rights under this Policy and do not guarantee that similar exceptions will be granted in the future.

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15. Changes to This Policy

We may update or modify this Refund & Returns Policy from time to time to reflect changes in our products, practices, or legal requirements.

When we make changes, we will:

• Update the “Effective Date” at the top of this Policy; and

• Post the updated Policy on the Site.

Your continued use of the Site or purchase of our products after an updated Policy is posted means you accept the changes. If you do not agree, you should stop using the Site and, where applicable, contact us regarding any outstanding orders.

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16. Contact Us

If you have any questions about this Refund & Returns Policy or wish to request a return, refund, or exchange, please contact us at:

SUGARMASTER LLC
Business Address:
971 US HIGHWAY 202N #4254
BRANCHBURG, NJ 08876
UNITED STATES

U.S. Product Return Address (for eligible returns):
2315 HADDONFIELD RD #1692
PENNSAUKEN, NJ 08110-1211
UNITED STATES

Email: info@sugarmaster.com
Phone: +1 908 989 7010