Refund Policy

Last updated: January 2026

1. Our Commitment to Customer Satisfaction

At SugarTech LLC, we are dedicated to building lasting relationships with our business partners through fair and transparent practices. We understand that circumstances may arise where a refund is necessary, and we are committed to handling such requests promptly and professionally. This policy outlines our straightforward approach to refunds for wholesale distribution products and smart infrastructure services.

2. Wholesale Product Refunds

Eligibility for Full Refund

We gladly provide full refunds under the following circumstances:

  • Products received are defective, damaged during shipping, or not functioning as specified
  • Products received do not match the order specifications or description
  • Order cancellation requests received before shipment
  • Products covered under valid manufacturer warranty claims

Refund Request Timeframe

  • Standard refund requests: within 30 days of delivery
  • Defective product claims: within 60 days of delivery
  • Warranty-related claims: per manufacturer warranty terms
  • Products should be in original packaging when possible, though we understand this may not always be feasible for defective items

3. Smart Infrastructure Services

For our smart vending, rental solutions, and EV charging infrastructure services, we offer flexible refund options based on your service agreement:

  • Pre-deployment cancellations: Full refund of deposits and prepayments
  • Service adjustments: Prorated credits for any unused service periods
  • Equipment deposits: Fully refundable upon return of equipment in reasonable working condition
  • Installation fees: Refundable if services do not meet agreed specifications

4. Special Considerations

While we strive to accommodate all reasonable refund requests, the following items may have different terms:

  • Custom or special-order products: Subject to restocking assessment; we work with you to find fair solutions
  • Bulk orders: May qualify for partial refunds or credits toward future orders
  • Services in progress: Prorated based on work completed; unused portions refunded

We evaluate each situation individually and aim to reach a mutually satisfactory resolution.

5. How to Request a Refund

We have made our refund process simple and straightforward:

  1. Contact our customer service team at sugartech@tech-way.com.ar
  2. Provide your order or contract reference number
  3. Briefly describe the reason for your refund request
  4. Our team will acknowledge your request within 2 business days
  5. We will provide a resolution or update within 5 business days

6. Refund Processing

Once your refund is approved, you can expect:

  • Processing initiated within 5 business days of approval
  • Refund issued to your original payment method
  • Email confirmation with transaction details
  • Full transparency on any adjustments or deductions

For wire transfers or international payments, processing may take 7-10 business days depending on banking institutions.

7. Exchanges and Credits

In many cases, we can offer alternatives to cash refunds that may better serve your needs:

  • Product exchanges for different specifications or models
  • Account credits for future purchases at favorable terms
  • Service upgrades or modifications to better meet your requirements

8. Our Guarantee

We stand behind our products and services. If you are not completely satisfied with your purchase, we encourage you to reach out to us. Our goal is to ensure every business relationship is positive, and we will work diligently to address any concerns you may have.

9. Contact Us

For refund inquiries or any questions about this policy, please contact us at sugartech@tech-way.com.ar. Our customer service team is available Monday through Friday, 9:00 AM to 6:00 PM EST, and we are committed to responding to all inquiries promptly.

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