Return Policy

TERMS OF CANCELLATION
  • Customer can cancel the order any time prior to the dispatch of the Product. The order cannot be cancelled once the dispatch has been initiated. However, once the Products have been dispatched, and Customer wishes to cancel the order, please reach out to Customer Support at +91-98109 97700, +91-99710 05544, or care@sunflame.com and request for order cancellation. Sunflame will put its best effort to avoid attempting a delivery. However, in case the delivery is attempted, Customer may reject the delivery.
  • The request for cancellation of the order can be made by cancelling the order from the ‘My Orders’ section using the order tracking number, by calling our customer care number, or any other method, as may be intimated by Sunflame from time to time.
  • On receipt of an order cancellation request, the order will be cancelled with immediate effect, and the refund process for prepaid orders will be initiated. Refunds can take 7-10 working days after confirmation of cancellation.
TERMS OF RETURN AND REFUND
  • Customer may initiate a return of Products within 10 days of delivery. Sunflame will accept the request for return subject to the terms of this Policy. Sunflame will not process returns for wrong Product models or colors ordered by the Customer.
  • Sunflame packages come with tamper-proof packaging. Please ensure that the Customer should not accept packages where the seal is tampered with and/or the outer package is damaged. Acceptance of a tampered or damaged package will automatically disqualify the Customer from return claims for physically damaged/defective Products, incorrect Products, or missing accessories.
  • Customer may register a complaint or request for return in the My Orders section by clicking on the return/exchange button.
  • Sunflame will, at its sole discretion, verify if: (a) the defects or damages in the Products, or the non-compliances claimed in such Products, are acceptable by us, or (b) such defects, damages, or non-compliances are due to our default, and will accordingly post-verification, accept or reject the request for return. For such verification, Sunflame may request the Customer to send images or a video (maximum 60 seconds or 2MB) of the damaged or defective Product, Product packaging images, and/or arrange for a personnel visit to assess the damage or defect. Based on the assessment report, Sunflame may resolve the issue in a manner deemed fit.
  • Customers must return the Product in its original condition with all parts intact (including the brand’s/manufacturer's box, packaging, MRP tag, user manual, warranty card, and accessories). Keeping the Product ready for pick-up (in return cases) is the Customer’s responsibility. Refunds for Products eligible for return as per this Policy will be processed within 7-10 business days after verification. Refunds will be credited to the original payment mode used by the Customer.
  • For ‘Cash on Delivery’ payments, refunds will be processed to the Customer’s bank account (based on details provided to Sunflame). No cash refunds are made at any time.
  • The refund amount will be refunded to the Customer within 7-10 working days, depending on the mode of payment chosen. In case of delays, the Customer may contact Sunflame for assistance.
  • Sunflame reserves the right to modify, vary, curtail, withdraw, or extend the Return Policy without prior notice or assigning reasons.
  • No claim will be entertained in case of non-submission of required documents by the Customer to avail of this policy.
  • The decision of Sunflame shall be final regarding this policy.
  • Any dispute regarding the Return Policy is subject to the jurisdiction of the courts of Kochi only.
CUSTOMER SUPPORT TEAM

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