Refund & Cancellation Policy

Last updated:

This policy applies to orders placed on sunbiotech.pro. The seller is Sunpower Biotech Private Limited.

All sales are final

ProGrow Living Potting Mix contains live cultures: mycorrhiza, Trichoderma and beneficial bacteria. For quality and hygiene reasons:

  • you cannot cancel an order after the payment is complete;
  • you cannot return or exchange a product because you changed your mind, even if the bag is unopened.

This does not affect the cases below, where the law gives you the right to a replacement or a refund.

When we replace or refund

Tell us within 48 hours of delivery if your order:

  • arrives damaged;
  • has a manufacturing defect;
  • contains the wrong product, or a product that does not match its description on our website;
  • has an item missing;
  • arrives later than the estimated delivery date shown at checkout for your order, unless the delay was caused by events outside our control.

How to make a claim

Write to contact@sunbiotech.pro or on WhatsApp at +91 72196 74042. Send:

  • your order number;
  • clear photos or a video of the outer box, the shipping label and the product.

We recommend recording a video while you open the parcel. We reply within 48 hours.

What happens next

If we approve your claim, you choose:

  • a replacement of the affected product; or
  • a refund of the price of the affected product. If the whole order is affected, we also refund the shipping charge.

If we sent you the wrong product, or one that does not match its description, we may ask for it back. We tell you how to return it, and we pay for the return shipping.

We may refuse a claim if:

  • it reaches us more than 48 hours after delivery;
  • it has no photos or video;
  • the product was damaged after delivery, for example by use, storage or handling.

If we cancel your order

If we cannot fulfil your order, for example because the product is out of stock, the PIN code is not serviceable or we suspect fraud, we cancel it and refund the full amount you paid, including shipping.

Failed delivery

Sometimes the courier cannot deliver: the address or phone number is wrong, or nobody accepts the parcel. When the parcel comes back to us, we contact you and you choose:

  • a refund of the product price minus the shipping charges in both directions; or
  • delivery again, after you pay the shipping charge again and the return shipping charge for the undelivered parcel.

How and when you get your money

Refunds go back to your original payment method through Razorpay. We start the refund within 7 working days after we approve your claim or cancel your order. Your bank or payment app may take 5–10 more working days to show it.

Questions and complaints

Delivery questions are answered in our Shipping Policy. If you are not satisfied with how we handled your claim, contact our Grievance Officer, Rahul Sharma, Customer Support Manager: info@sunbiotech.pro, +91 72196 74042 (Monday–Saturday, 10:00–18:00 IST). We acknowledge every complaint within 48 hours and resolve it within one month of receiving it.