REFUND, RETURN, CANCELLATION, REPLACEMENT AND DELIVERY POLICY

Effective Date: 03.08.2026
Last Updated: 03.08.2026

1. INTRODUCTION

Sunfox Technologies Private Limited, a company incorporated under the laws of India, hereinafter referred to as “Sunfox,” “the Company,” “we,” “us,” or “our,” is committed to maintaining fair, transparent and legally compliant practices in relation to the sale, delivery, return, refund, cancellation, repair and replacement of its products.

This Refund, Return, Cancellation, Replacement and Delivery Policy (“Policy”) governs purchases made by customers through:

• Sunfox’s official website and online platforms;
• Sunfox-operated sales channels;
• Sunfox’s authorised sales representatives, dealers or distributors, where this Policy has been expressly made applicable; and
• such third-party marketplaces on which Sunfox is identified as the seller, subject to the applicable marketplace policies.

By placing an order for any Sunfox product, the customer confirms that the customer has read, understood and agreed to this Policy.

This Policy shall be read together with the applicable product warranty, invoice, user manual, Terms of Use, Privacy Policy and any product-specific terms disclosed at the time of purchase.

Nothing contained in this Policy shall restrict, exclude or prejudice any non-waivable right or remedy available to a consumer under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable law.

2. DEFINITIONS

For the purposes of this Policy:

• “Business Day” means any day other than a Saturday, Sunday, public holiday or bank holiday in the State where Sunfox’s concerned office is situated.
• “Customer” means the individual or entity that has purchased a product from Sunfox or an authorized sales channel.
• “Defective Product” means a product having a manufacturing defect, material malfunction, performance deficiency or other defect attributable to the product and not arising from misuse, accidental damage, unauthorised alteration or any excluded cause specified in this Policy.
• “Delivery Date” means the date on which the product is recorded as delivered to the Customer by the logistics partner.
• “Original Condition” means that the product is unused, unaltered, undamaged and returned with its original packaging, invoice, labels, manuals, warranty documents, accessories, cables, components and complimentary items.
• “Return Authorisation” means the written approval or return reference number issued by Sunfox for returning a product.

3. SCOPE AND APPLICABILITY

3.1 Consumer purchases

This Policy primarily governs retail purchases made by consumers for personal use.

3.2 Institutional and commercial purchases

Purchases made by hospitals, clinics, diagnostic centres, distributors, dealers, government departments, corporations, institutions or other commercial entities shall additionally be governed by the applicable quotation, purchase order, tender conditions, distribution agreement, commercial contract or written terms agreed with Sunfox.

Where any separately executed written agreement contains provisions inconsistent with this Policy, the provisions of the separately executed agreement shall prevail to the extent permitted by applicable law.

3.3 Purchases from unauthorised sellers

Sunfox shall not be responsible for returns, refunds or replacements in relation to products purchased from unauthorised sellers, resellers or channels. Warranty support may be refused where valid proof of purchase from Sunfox or an authorised seller is not provided.

4. RETURN POLICY

4.1 Ten-day discretionary return period

Subject to the conditions stated in this Policy, a Customer may submit a request to return an eligible product within ten calendar days from the Delivery Date.

The ten-day return facility is a contractual and discretionary facility offered by Sunfox. It does not limit the Customer’s statutory rights in relation to products that are defective, damaged, spurious, materially misdescribed, deficient or otherwise required to be accepted for return under applicable law.

4.2 Eligibility for discretionary returns

A discretionary return may be approved where:

• The request is submitted within ten calendar days from delivery;
• The Customer provides a reasonable and bona fide explanation for the return;
• The product has not been used, activated, registered, installed, altered or damaged;
• The product is returned in its Original Condition;
• All original accessories, electrodes, leads, cables, adaptors, manuals, warranty cards, promotional items and other components are included;
• The serial number, barcode, security label and product identification details remain intact and correspond with Sunfox’s records;
• The product packaging, security seal and tamper-evident seal have not been damaged or removed, except where opening was reasonably necessary to identify a defect, wrong product or transit damage; and
• The Customer has complied with the return procedure specified in this Policy.

Approval of a discretionary return shall be subject to inspection and verification by Sunfox.

4.3 Mandatory or defect-related returns

Subject to verification, Sunfox shall provide an appropriate remedy where:

• The product delivered is materially different from the product ordered;
• An incorrect model, variant or quantity has been delivered;
• The product was damaged during transit;
• The product contains a verified manufacturing defect;
• The product is materially different from its description or advertised characteristics;
• Essential components or accessories forming part of the purchased package are missing;
• The product is spurious, where established; or
• The product was delivered materially beyond the stated delivery schedule for reasons attributable to Sunfox or its logistics partner, excluding delays caused by force majeure or circumstances beyond reasonable control.

Depending upon the circumstances, nature of the defect, product availability and applicable law, Sunfox may provide repair, replacement or refund.

4.4 Items not eligible for discretionary return

The following shall not ordinarily be eligible for a change-of-mind or discretionary return:

• Products that have been used, activated, registered, installed or materially handled;
• Products with broken, removed or tampered security seals;
• Products showing physical damage, liquid damage, contamination, corrosion, burn marks or misuse;
• Products with missing, altered or illegible serial numbers, labels or barcodes;
• Products repaired, opened or altered by an unauthorised person;
• Electrodes, adhesive patches, consumables, disposable items, hygiene-sensitive accessories or single-use components once their packaging has been opened;
• Software, subscriptions, digital services, reports or electronically delivered services once activated, accessed or consumed;
• Customised, specially configured or specially procured products;
• Free products, promotional products or complimentary items returned independently from the principal product; and
• Products purchased from unauthorised sellers.

These exclusions shall not apply where the product is defective, damaged, incorrectly supplied or otherwise required to be accepted under applicable law.

5. RETURN REQUEST PROCEDURE

5.1 Submission of request

A Customer seeking a return must send a written request to:
Email: support@sunfox.in

The request should include:

• The Customer’s full name and registered contact details;
• Order number and invoice number;
• Product name, model and serial number;
• Date of delivery;
• Reason for requesting the return;
• Photographs or video reasonably demonstrating the product’s condition and the reported issue; and
• Any other information reasonably requested by the support or Quality Assurance Team.

5.2 Acknowledgement and preliminary assessment

Sunfox shall ordinarily acknowledge the request within 48 hours of receipt. Acknowledgement of a request shall not constitute approval of the return.

Sunfox may conduct a preliminary assessment by telephone, video call, remote troubleshooting, application diagnostics or any other suitable method before authorising the return.

5.3 Packaging evidence

The Customer may be requested to record and share a clear video showing:

• The product’s physical condition;
• The serial number and labels;
• All accessories and components being placed in the package; and
• The final sealing of the return package.

The purpose of such recording is to reduce transit disputes and verify the contents of the returned package. However, failure to provide a video shall not, by itself, invalidate a legitimate statutory claim where the Customer provides other reasonable evidence.

5.4 Return Authorisation and pickup

A product must not be returned without receiving a Return Authorisation or written instructions from Sunfox.

Upon approval, Sunfox may:

• Arrange pickup through an authorised third-party logistics provider; or
• Provide the Customer with instructions for shipping the product to the designated Sunfox facility.

The return warehouse address shall be communicated after approval.

5.5 Responsibility for return shipping costs

Where a return arises from a verified manufacturing defect, transit damage, incorrect product, missing components or material misdescription attributable to Sunfox, Sunfox shall bear the reasonable return shipping cost.

For an approved discretionary or change-of-mind return, the Customer may be required to bear the actual return shipping cost. Where Sunfox arranges such pickup, the applicable logistics cost may be deducted from the refundable amount after being disclosed to the Customer.

5.6 Failed pickup

The Customer must ensure that the product is securely packed and available at the confirmed pickup address and time.

Where pickup fails repeatedly due to the Customer’s unavailability, incorrect address or failure to keep the product ready, Sunfox may require the Customer to ship the product to the designated warehouse at the Customer’s cost.

6. INSPECTION AND QUALITY ASSESSMENT

6.1 Inspection upon receipt

All returned products shall undergo inspection, testing and quality assessment by Sunfox or its authorised technical or Quality Assurance Team.

Inspection may include verification of:

• Serial numbers and product identity;
• Physical condition;
• Tampering or unauthorised repair;
• Missing accessories or components;
• Software or activation status;
• Manufacturing defects;
• Usage history, where technically available; and
• Consistency between the returned product and the return request.

6.2 Inspection timeline

Sunfox shall ordinarily complete the inspection within seven Business Days after the returned product is received at its designated facility. Complex technical matters may require additional time, in which case the Customer shall be informed.

6.3 Outcome of inspection

Following inspection, Sunfox may:

• Approve a full refund;
• Approve a partial refund with a written explanation;
• Approve repair or replacement;
• Return the product to the Customer where no defect is found;
• Reject the request where the product is ineligible, materially damaged by the Customer, tampered with, incomplete, substituted, counterfeit or inconsistent with the original purchase; or
• Request further information or testing.

Where a claim is rejected, Sunfox shall communicate the principal reasons for rejection to the Customer.

7. REFUND POLICY

7.1 Refund eligibility

A refund shall be initiated only after:

• The return has been authorised;
• The returned product has been received by Sunfox;
• The product has completed the applicable inspection and quality assessment; and
• The refund has been approved.

In cases of order cancellation before dispatch, refund processing may begin without requiring a return.

7.2 Refund amount

Where a full refund is approved, Sunfox shall refund the amount actually received from the Customer for the eligible product.

For discretionary returns, Sunfox may deduct, where applicable and lawfully permissible:

• Actual return logistics charges disclosed to the Customer;
• The value of missing accessories, components or complimentary products;
• Reasonable diminution in value caused by handling beyond what was necessary to inspect the product; and
• Amounts relating to services already performed, activated or consumed.

No deduction shall be made for a verified manufacturing defect, incorrect product, transit damage or deficiency attributable to Sunfox, except for components missing due to the Customer’s acts or omissions.

7.3 Refund initiation timelines

After approval of the refund, Sunfox shall ordinarily initiate the refund within the following periods:

• UPI or eligible online wallet: within one to two Business Days;
• NEFT, IMPS or bank transfer: within three to four Business Days;
• Credit card, debit card, net banking or payment gateway: within five to seven Business Days, subject to the processing timelines of the issuing bank and payment service provider; and
• Cash on Delivery orders: within three to five Business Days after receipt and verification of the Customer’s bank details.

These timelines refer to initiation by Sunfox. The actual time required for the amount to appear in the Customer’s account may vary depending upon the bank, card issuer, payment gateway or financial institution.

7.4 Mode of refund

Refunds shall ordinarily be processed through the original mode of payment.

Where refund through the original payment mode is not technically possible, Sunfox may request verified bank account or UPI details and process the refund through NEFT, IMPS or another legally permitted method.

Cash refunds shall not ordinarily be provided.

For Cash on Delivery orders, the Customer must provide accurate bank account details, cancelled cheque, bank proof or other verification requested by Sunfox.

7.5 Incorrect refund details

Sunfox shall not be responsible for delays or failed transfers caused by incorrect, incomplete or mismatched bank or payment details provided by the Customer.

Where a refund is returned or rejected by the Customer’s bank, Sunfox shall reprocess the refund after receiving corrected and verified details.

7.6 Currency and external charges

Refunds shall ordinarily be issued in the currency in which payment was received.

Sunfox shall not be responsible for:

• Exchange-rate fluctuations;
• Foreign currency conversion charges;
• Charges imposed independently by the Customer’s bank, card issuer or wallet provider; or
• Delays caused exclusively by a third-party financial institution.

This limitation shall not apply to charges or losses arising from an error attributable to Sunfox.

8. ORDER CANCELLATION POLICY

8.1 Cancellation by the Customer before dispatch

A Customer may request cancellation of an order before dispatch by contacting support@sunfox.in and providing the order details.

No cancellation fee shall ordinarily be charged where the order is cancelled before dispatch.

A cancellation request shall be treated as accepted only after Sunfox issues written confirmation.

8.2 Cancellation after dispatch

Once an order has been dispatched, cancellation may not be operationally possible. The Customer may request a return after delivery in accordance with this Policy.

Refusal to accept delivery shall not automatically constitute an approved return. Any resulting return logistics cost may be deducted in the case of a discretionary return, subject to applicable law.

8.3 Non-cancellable orders

Customised, specially configured, bulk, institutional or specially procured orders may not be cancelled after procurement, production or configuration has commenced, except where otherwise agreed in writing or required by law.

Any such restriction shall be disclosed before acceptance of the order.

8.4 Cancellation by Sunfox

Sunfox may cancel an order for reasonable and bona fide grounds, including:

• Product unavailability;
• Manifest pricing, catalogue or technical error;
• Failure of payment authorisation;
• Suspected fraudulent, unlawful or unauthorised transaction;
• Materially incomplete, inaccurate or unverifiable order information;
• Delivery to a non-serviceable location;
• Inability to comply with legal, regulatory or safety requirements;
• Abuse of return, refund or promotional facilities supported by reasonable records;
• Force majeure; or
• Any circumstance making performance impossible or unlawful.

Where Sunfox cancels a prepaid order, the full amount received for the cancelled order shall be refunded through the original payment method within the applicable processing period.

Sunfox shall not cancel an order arbitrarily or on discriminatory grounds prohibited by law.

9. REPLACEMENT AND LIMITED WARRANTY POLICY

9.1 Two-year warranty

Unless a different warranty period is expressly stated on the invoice, product page or warranty card, eligible Sunfox devices shall carry a two-year limited repair or replacement warranty commencing from the Delivery Date or invoice date, whichever is later.

The warranty applies only to verified manufacturing defects and malfunctions arising during normal use in accordance with the product manual.

9.2 Warranty remedies

Where a valid warranty claim is established, Sunfox may, depending upon the nature of the issue:

• Provide troubleshooting or software support;
• Repair the defective product or component;
• Replace the defective component;
• Replace the product with the same model; or
• Where the same model is unavailable, offer an equivalent product of comparable functionality.

Any replacement may be subject to stock availability and technical compatibility.

Nothing in this section shall restrict any statutory remedy available to the Customer.

9.3 Warranty claim procedure

The Customer must:

• Contact support@sunfox.in or the authorised after-sales team;
• Provide proof of purchase, order details and product serial number;
• Describe the issue accurately;
• Participate in reasonable troubleshooting or remote diagnosis;
• Provide photographs, videos, application logs or diagnostic information where reasonably required; and
• Return the product for technical inspection where requested.

A replacement shall be dispatched only after the defect has been verified and the claim approved.

9.4 Warranty exclusions

The limited warranty shall not cover damage or malfunction caused by:

• Misuse, negligence, abuse or improper storage;
• Accidental damage, impact, crushing or excessive pressure;
• Liquid ingress, moisture, corrosion, fire or extreme temperature;
• Electrical surge, use of an incompatible power supply or improper charging;
• Use contrary to the instructions, warnings or intended purpose;
• Unauthorised repair, opening, modification or software alteration;
• Use of unauthorised accessories, cables or components;
• Normal wear and tear or cosmetic damage not affecting functionality;
• Loss, theft or disappearance of the product;
• Removal, alteration or defacement of the serial number or security label;
• Connectivity, compatibility or performance issues attributable to third-party mobile devices, networks, operating systems or software;
• Failure to install mandatory product or application updates where reasonably required;
• Consumables, disposable accessories, electrodes, adhesive patches and items having a limited usage life; or
• Events beyond Sunfox’s reasonable control.

9.5 Warranty period for repaired or replaced products

A repaired or replaced product shall remain covered for the unexpired portion of the original warranty period or for 90 days from the date of return delivery, whichever is longer, unless otherwise required by law or stated in the warranty card.

9.6 Data stored on devices

Before returning a product, the Customer should back up and delete personal information stored on the device, application or connected equipment, wherever applicable.

Inspection, repair or replacement may require resetting the product. Sunfox shall not be responsible for loss of data that the Customer could reasonably have backed up, except where such loss results from Sunfox’s negligence or breach of applicable law.

10. SHIPPING AND DELIVERY POLICY

10.1 Dispatch and estimated delivery

Subject to stock availability, payment confirmation and order verification, Sunfox shall endeavour to dispatch orders within the timeline communicated at the time of purchase.

After dispatch, delivery is ordinarily expected within two to three Business Days for serviceable locations. Delivery to remote, restricted or non-metro locations may require additional time.

All delivery timelines are estimates and not absolute guarantees unless expressly agreed in writing.

10.2 Logistics partners

Products may be delivered through independent third-party logistics providers.

Tracking details shall be shared through email, SMS, WhatsApp, the Customer’s account or another available communication channel after dispatch.

10.3 Shipping charges

Standard delivery charges, if any, shall be clearly disclosed before order confirmation.

Where the checkout or invoice specifies free delivery, no standard delivery charge shall be imposed subsequently.

10.4 Customer responsibilities

The Customer is responsible for:

• Providing a complete and accurate delivery address;
• Providing a valid mobile number and email address;
• Remaining available to receive the shipment;
• Completing any required delivery verification; and
• Checking the external condition of the package at delivery.

Additional charges resulting from repeated failed delivery attempts, incorrect addresses or Customer-requested rerouting may be recovered from the Customer after prior disclosure.

10.5 Damaged or tampered packages

Where a package appears materially damaged, opened or tampered with, the Customer should:

• Photograph or record the package before opening;
• Mention the condition to the delivery representative, where possible;
• Record an unboxing video; and
• Report the matter to support@sunfox.in as soon as reasonably possible, preferably within 48 hours.

Prompt reporting assists investigation but shall not, by itself, extinguish a valid statutory claim.

10.6 Return at the time of delivery

Unless an open-box delivery or rejection facility is expressly offered, the Customer should not hand the product back to the delivery representative without receiving instructions from Sunfox.

A return, replacement or refund request must be raised through the procedure specified in this Policy.

10.7 Delivery delays

Delivery may be delayed due to weather, natural disaster, transport disruption, government restriction, public emergency, incorrect address, customer unavailability, remote location, security restrictions or other circumstances beyond reasonable control.

Sunfox shall make reasonable efforts to keep the Customer informed of material delays.

11. FRAUDULENT OR ABUSIVE CLAIMS

Sunfox reserves the right to investigate and reject claims involving:

• Substituted or counterfeit products;
• Serial-number mismatch;
• Deliberate damage;
• Fabricated evidence;
• Repeated abuse of return or promotional facilities;
• False non-delivery claims contradicted by reliable delivery records; or
• Any fraudulent or unlawful conduct.

Sunfox may restrict future transactions where it has reasonable and documented grounds to suspect fraud, unlawful activity or repeated material abuse. Any such action shall be proportionate, non-discriminatory and subject to applicable law.

Sunfox may also report suspected criminal conduct to the appropriate authorities.

12. GRIEVANCE REDRESSAL

All requests relating to refunds, returns, cancellations, delivery, repair, warranty or replacement must be submitted through the official communication channel below:

Customer Support Email: support@sunfox.in
Helpline Number: +91 7060000556
Support Response Time: Ordinarily within 24 to 48 hours

The Grievance Officer shall acknowledge a consumer complaint within 48 hours of receipt and shall endeavour to redress the complaint within one month from the date of receipt, subject to the complexity of the matter and applicable law.

Where a matter requires additional investigation, technical testing or information from the Customer, Sunfox shall provide an appropriate status update.

13. CUSTOMER INFORMATION AND PRIVACY

Information submitted in connection with a return, refund, replacement or warranty request shall be used for:

• Identity and transaction verification;
• Processing the request;
• Arranging logistics;
• Product inspection and technical diagnosis;
• Fraud prevention;
• Customer communication; and
• Compliance with legal and regulatory obligations.

Such information shall be handled in accordance with Sunfox’s Privacy Policy and applicable data-protection laws.

14. POLICY AMENDMENTS

Sunfox may amend this Policy from time to time to reflect changes in law, business operations, products, logistics arrangements or customer-support procedures.

Material amendments shall become effective from the date specified in the revised Policy.

No amendment shall retrospectively deprive a Customer of a return, refund, cancellation or warranty right applicable to an order already placed, except where required by law or where the amendment is more favourable to the Customer.

15. LIMITATION AND STATUTORY RIGHTS

Sunfox shall assess requests fairly and in accordance with this Policy, the product warranty and applicable law.

No decision made under this Policy shall be deemed final to the exclusion of any statutory grievance, complaint, appeal or remedy available to the Customer.

Nothing in this Policy shall exclude or limit liability that cannot lawfully be excluded, including liability arising from fraud, wilful misconduct, defective products, breach of mandatory consumer rights or any other liability that is non-excludable under applicable law.

16. GOVERNING LAW AND JURISDICTION

This Policy shall be governed by and interpreted in accordance with the laws of India.

Any dispute shall be subject to the jurisdiction of the competent courts, consumer commissions and statutory authorities determined in accordance with applicable law.

Nothing in this clause shall restrict a consumer from approaching any Consumer Disputes Redressal Commission or other competent authority having jurisdiction under applicable law.

17. CONTACT DETAILS

For assistance regarding an order, return, refund, cancellation, delivery, repair, replacement or warranty claim, please contact:

Sunfox Technologies Private Limited
Customer Support Team
Email: support@sunfox.in
Helpline: +91 7060000556