Shipping policy


The Sun Embrace — www.thesunembrace.com

Important: Product Safety and Allergen Notice

We strongly recommend that you review all product ingredients carefully before purchase. Our products are nutritional supplements formulated specifically for children and are not intended to diagnose, treat, cure, or prevent any disease or medical condition. They are not a substitute for a varied and balanced diet or a healthy lifestyle. Individual results may vary depending on the child's age, health status, diet, and lifestyle. Our products are manufactured and marketed in compliance with applicable regulations of the Food Safety and Standards Authority of India (FSSAI). All ingredients are listed on the product label and we strongly recommend that you review them carefully before purchase or use.

If your child has any known allergies, food intolerances, dietary restrictions, or underlying medical conditions, or if you have any concerns about the suitability of any product for your child, please consult a qualified healthcare professional before use. We are not liable for any adverse reactions or health consequences arising from failure to review product ingredients or to seek appropriate medical advice.

 

How Can I Cancel My Order?

You can manage your order cancellation directly on your order history page on our website at https://www.thesunembrace.com/account.

  • Timing: You can request to cancel your order before our warehouse team has packed and prepared it for dispatch. Once your order has been packed or handed over to our courier partner, cancellation is subject to the conditions set out below. COD orders are subject to separate rules — please refer to the COD section below.
  • Availability: If your order is still in a stage where it can be cancelled, a cancellation button will be visible next to the relevant order in your account. Simply click that button to cancel.

For Prepaid Orders:

The following applies to orders placed using a prepaid payment method. If you placed a COD order, please refer to the COD section below.

  • Before Packing / Shipping: If your order has not been packed or handed over to our courier partners, the cancellation will happen immediately and we will process a full refund to your original payment method or to an alternate payment method if the original payment method fails for any reason.
  • Shipped or In-Transit Orders: If your order has already left our facility, clicking cancel will initiate a shipment interception request with our courier partner. It may take up to 24 hours for us to submit and process the interception request with our courier partner. However, successful interception is not guaranteed and depends on the shipment's status and the courier partner's operational capabilities.

If It Still Arrives: We can only process your refund once the courier partner confirms they are returning the package to us. If the courier still attempts delivery despite the cancellation, you must refuse to accept it. If you accept the delivery, we will not be able to process a cancellation or a refund.

For COD (Cash on Delivery) Orders:

  • Before Dispatch: COD orders may be cancelled before the order is dispatched from our facility. Please use the cancellation button on your order history page to request cancellation.
  • After Dispatch: Once a COD order has been dispatched, it cannot be cancelled. Repeated refusals of COD orders may result in COD payment being disabled for your account.

How Will I Know the Status of My Cancellation or Refund?

For COD orders cancelled before dispatch, you will receive a cancellation confirmation only. No refund is applicable as no payment was collected. For prepaid orders, the following applies:

  • Cancellation Alert: We will send you an automatic message via WhatsApp, SMS, or email the moment your cancellation goes through.
  • Refund Initiated: You will receive another message containing a unique Refund Reference ID as soon as our payment gateway releases the funds.
  • Timeline: Once you receive that reference ID, it usually takes 5 to 7 business days for the money to appear in your account, depending on how quickly your bank processes transactions.

Can I Return My Order?

Because our products are health supplements and ingestibles made specifically for children, we follow a strict zero-return policy to ensure maximum safety, hygiene, and quality control. Once a package enters a home, we cannot take it back or put it back on our shelves under any circumstances.

However, if something goes wrong, we are happy to ship you a replacement order completely free of charge. You just need to let us know within 7 calendar days of the confirmed delivery date as recorded by our courier partner if you face any of the following issues:

  • Wrong products delivered (such as the wrong flavour, size, or variant).
  • Missing items from your order.
  • Damaged products (such as broken safety seals, cracked jars, or items completely melted or fused together during shipping). Please note that minor dents to the outer cardboard shipping box do not qualify for a replacement if the inner packing and its airtight seal are perfectly intact.
  • Expired products delivered.

The following situations do not qualify for a refund or replacement:

  • Taste dissatisfaction or change of preference.
  • Minor dents or superficial damage to the outer packaging where the product itself is intact and sealed.
  • Incorrect delivery address entered by you at the time of ordering.
  • Courier or logistics delays beyond our reasonable control.
  • Products that have been opened and used where no defect or quality issue is reported.

To request a replacement, please message our team on WhatsApp at +91 91669 98362 or email us at thesunembrace@gmail.com. Please note that requests for missing items or shipping damage must be accompanied by an unedited, continuous unboxing video, please see Verification requirements below.

Verification and Safe Disposal

Our customer support team is available Monday to Saturday, 9:00 AM to 6:00 PM IST. Our team needs to verify certain details before approving a replacement. When raising a request, our team may also request additional photographs of the product, packaging, or damage for verification purposes.

Mandatory Unboxing Video: To protect against fraudulent claims on these sensitive health products, requests for missing items or shipping damage must include an unedited, continuous unboxing video. For other eligible issues such as wrong products delivered or expired products, supporting photographs are sufficient.

Your unboxing video must clearly show:

  • The unopened outer courier box and shipping label before you cut any tape.
  • You opening the box on camera.
  • The condition of the items as they are pulled out.

We cannot verify or accept claims for missing items or shipping damage submitted without a clear, continuous unboxing video.

No Need to Mail It Back: If we approve your replacement because an item arrived damaged or spoiled, please do not ship it back to us. For safety reasons, simply dispose of the compromised product safely so that no children accidentally consume it.

Once our team approves the replacement, a new order ID will automatically appear on your order history page.

System Rules

  • Payment and Refund Issues: Rarely, payment network issues may delay the automatic generation of your Refund Reference ID. If your order shows as cancelled but you have not received a reference ID within a reasonable time, please message us on WhatsApp at +91 91669 98362 and we will investigate immediately. If your original payment method is no longer valid or the refund cannot be processed to the original source, we reserve the right to use an alternative refund method, such as a bank transfer or digital wallet credit, after verification.
  • Right to Refuse: We reserve the right to decline a replacement or refund request if we reasonably believe the request is fraudulent, abusive, or takes unfair advantage of this policy. All refund and replacement requests are subject to our final review and approval. Our decision on any such request shall be final and binding.

Contact Us

If you have any questions or need assistance, please reach out to us:

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