Refund and Returns Policy

Thank you for shopping with The Sugar Store. We are committed to providing high-quality diabetes care products. However, due to the nature of our medical products, we have specific policies regarding refunds and returns.

1. Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we regret that we cannot offer you a full refund or exchange.

To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it. It must also be in its original packaging. Given the nature of medical supplies, we cannot accept returns for products that have been opened or used, for safety and hygiene reasons.

2. Non-Returnable Items

Certain items are exempt from being returned:

• Opened or used medical devices and test strips.
• Perishable goods and products with a short shelf life.
• Personal care items and any medical equipment that has been used.
• Gift cards and downloadable software products.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

3. Partial Refunds

In certain cases, only partial refunds are granted (if applicable):

• Items not in their original condition, damaged, or missing parts for reasons not due to our error.
• Items returned more than 30 days after delivery.

4. Refunds

Once your return is received and inspected, we will send you an email to notify you of the status of your refund. If your return is approved, your refund will be processed, and a credit will be applied to your original method of payment within a few business days.

If you have not received your refund yet, please:

1. Check your bank account again.
2. Contact your credit card company; it may take some time before your refund is posted.
3. Contact your bank, as processing times can vary.

If you have done all of this and still have not received your refund, please call us at +965 6628 6637

5. Sale Items

Only regular-priced items may be refunded. Sale items are non-refundable.

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a defective or damaged item for the same product, please call us at +965 6628 6637.

7. Gifts

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item was not marked as a gift, or if the gift giver had the order shipped to themselves to give to you later, the refund will be issued to the gift giver.

8. Shipping Returns

To return your product, please get in touch with us at:  +965 6628 6637

You will be responsible for the cost of shipping your returned item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund amount.

For more expensive items, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee receipt of your returned item.

9. Need Help?

For any questions related to refunds and returns, please contact us at [[email protected]].