Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sspconsumers@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sspconsumers@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sspconsumers@gmail.com.

CANCELLATION, RETURN & REFUND POLICY

Effective Date:

26 August 2026

Last Updated:

26 August 2026

This Cancellation, Return & Refund Policy explains the rules applicable to purchases made through sobagu.com (“Website”) from SSP Consumers, operating under the brand name Sobagu.

Sobagu sells skincare and personal-care products. Because these products are intended for personal use and are hygiene-sensitive, we follow specific rules regarding cancellations, returns, replacements and refunds.

By placing an order on our Website, you acknowledge and agree to this policy, subject to your rights under applicable law.

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1. ABOUT SOBAGU

Brand Name: Sobagu
Legal/Trade Name: SSP Consumers
Website: sobagu.com
Country of Operation: India

For any cancellation, return or refund request, please contact our customer-support team using the details provided at the end of this policy.

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2. IMPORTANT RETURN POLICY

Due to the hygiene-sensitive and personal-care nature of skincare products:

We generally do not accept returns or exchanges for products that have been correctly delivered and are no longer wanted by the customer.

This includes situations such as:

* Change of mind
* Customer no longer wants the product
* Customer ordered the wrong product
* Customer ordered the wrong quantity
* Customer purchased the product by mistake
* Customer does not like the product after opening it
* Customer does not like the texture, fragrance or feel
* Customer has simply changed their preference

We also generally do not accept returns of products that have been opened, used, tested or tampered with, except where the product is defective, damaged, incorrect or where a remedy is required under applicable law.

This policy exists primarily for product hygiene, safety and customer protection.

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3. WHEN CAN I REQUEST A RETURN OR REPLACEMENT?

You may contact us if you receive a product that is:

1. DAMAGED

The product is damaged during transportation or arrives in an unusable condition.

2. DEFECTIVE

The product has a manufacturing or product defect.

3. WRONG PRODUCT

You received a product different from the product you ordered.

4. MISSING PRODUCT

An item that you paid for is missing from the delivered order.

5. SIGNIFICANT LEAKAGE OR DAMAGE

The product has leaked or been substantially damaged during transportation.

6. TAMPERED PACKAGE

The package appears to have been opened or tampered with before delivery.

Such cases will be reviewed individually and may qualify for replacement or refund, subject to verification and applicable law.

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4. REPORTING PERIOD

For damaged, defective, incorrect, missing or significantly leaked products, please contact us within:

48 HOURS OF DELIVERY

This allows us to investigate the issue with our fulfilment and courier partners.

Requests received after this period may require additional investigation and may not be eligible for a replacement or refund, except where otherwise required under applicable law.

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5. WHAT YOU MUST PROVIDE

When contacting us regarding a damaged, defective, incorrect or missing product, please provide:

* Order number
* Customer name
* Registered mobile number
* Email address used for the order
* Description of the problem
* Clear photographs of the product
* Clear photographs of the outer packaging
* Photograph of the shipping label
* Video of the package/product where reasonably necessary
* Any other information reasonably requested by our support team

For damaged packages, we strongly recommend taking photographs or video before opening the package, wherever possible.

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6. DAMAGED PRODUCT

If your product arrives damaged, please do not throw away:

* Product packaging
* Outer shipping packaging
* Labels
* Invoice
* Damaged product

We may need these materials to investigate the issue.

After reviewing the information provided, we may offer an appropriate resolution, which may include:

* Replacement
* Refund
* Store credit
* Another appropriate remedy

The resolution will depend on the nature of the issue, product availability and applicable law.

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7. WRONG PRODUCT RECEIVED

If you receive a product that is different from what you ordered, please contact us within 48 hours of delivery.

For example:

You ordered:

MoistBright Sunscreen

but received:

DailyGlow Face Wash

Please provide photographs of the received product and shipping label.

After verification, we may arrange an appropriate replacement or refund.

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8. MISSING PRODUCT

If your order contains multiple products and one or more products are missing, please contact us within 48 hours of delivery.

We may check:

* Order records
* Packing records
* Shipment information
* Courier records

After verification, we may arrange an appropriate resolution.

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9. LEAKED PRODUCT

If a product arrives leaking:

1. Take photographs/video.
2. Photograph the outer packaging.
3. Photograph the shipping label.
4. Keep the product and packaging.
5. Contact us within 48 hours.

After verification, we may provide a replacement or refund as applicable.

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10. TAMPERED PACKAGE

If your package appears visibly opened, damaged or tampered with when delivered, please document the condition of the package.

Where possible:

* Take photographs before opening.
* Record a video while opening the package.
* Keep the packaging.
* Contact us as soon as possible.

We will investigate the matter and determine an appropriate resolution.

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11. CHANGE OF MIND

We do not generally accept returns or refunds simply because:

* You changed your mind.
* You no longer want the product.
* You bought the wrong product.
* You selected the wrong quantity.
* You do not like the product after opening it.
* You expected a different cosmetic result.
* You do not like the fragrance or texture.
* You purchased the product for someone else and no longer need it.

This restriction applies particularly to products that have been opened or used because of hygiene and product-safety considerations.

This does not limit any consumer rights that cannot legally be excluded.

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12. OPENED OR USED PRODUCTS

For hygiene and product-safety reasons, we generally do not accept returns or exchanges for products that have been:

* Opened
* Used
* Tested
* Applied
* Altered
* Tampered with

This includes skincare products such as:

* Face wash
* Sunscreen
* Lip balm
* Combo/bundle products

Exceptions may apply where the product is defective, damaged, incorrect or where a remedy is required under applicable law.

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13. ALLERGIC REACTIONS OR SKIN SENSITIVITY

Skincare products may affect individuals differently.

Before using a product, customers should review the ingredient list and follow the product directions and precautions.

If you have known allergies or sensitivities, seek appropriate professional advice before use.

If you experience irritation, discomfort or an unexpected reaction:

1. Discontinue use.
2. Seek appropriate professional advice if necessary.
3. Contact Sobagu if you believe the product may be defective.

A personal sensitivity or allergic reaction does not automatically mean that a product is defective.

Any complaint will be assessed based on the specific circumstances and applicable law.

⸻

14. PRODUCT RESULTS

Individual skincare results may vary.

We do not guarantee that every customer will experience a particular cosmetic result.

Therefore, dissatisfaction with an individual cosmetic outcome alone does not automatically qualify a product for return or refund.

This does not affect remedies that may apply where a product is defective, misrepresented or otherwise fails to meet applicable legal requirements.

⸻

15. ORDER CANCELLATION

You may request cancellation of an order before it is processed or shipped, subject to the status of your order.

Please contact customer support as soon as possible after placing the order.

We will make reasonable efforts to cancel an order where it has not yet entered fulfilment.

However, once an order has been:

* Processed
* Packed
* Dispatched
* Handed to a courier

cancellation may no longer be possible.

⸻

16. CANCELLATION AFTER SHIPPING

Once an order has been shipped, cancellation may not be possible.

If you no longer want the order after dispatch, please contact customer support.

Any applicable refund or other resolution will be handled according to this policy and applicable law.

Refusing a shipment at the doorstep does not automatically create an entitlement to a refund.

⸻

17. CASH ON DELIVERY CANCELLATION

For COD orders, customers may request cancellation before dispatch, subject to the order status.

Repeated refusal of COD deliveries or repeated failed deliveries may result in COD being restricted for future orders, subject to applicable law.

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18. PREPAID ORDER CANCELLATION

For prepaid orders, if an eligible cancellation is successfully approved before fulfilment, the applicable refund may be initiated to the original payment method or through another permitted method.

The time required for the amount to reflect may depend on the payment provider or financial institution.

⸻

19. RETURN APPROVAL

Where a return is considered necessary, we will provide instructions regarding how the product should be returned.

Please do not send products back to us without receiving return instructions from our customer-support team.

Unauthorised returns may not be processed correctly.

⸻

20. RETURN CONDITION

Where a return is approved, we may require the product to be returned:

* In its original packaging
* With labels intact
* With the invoice/order information
* With all relevant accessories or included items
* In the condition specified by our support team

For hygiene-sensitive products, we may not accept products that have been opened or used unless the return relates to a verified defect, damage, incorrect product or another legally applicable reason.

⸻

21. RETURN SHIPPING COST

For an approved return caused by:

* Wrong product sent by Sobagu
* Damaged product
* Defective product
* Other issue attributable to Sobagu

we will determine the appropriate return-shipping arrangement.

For any return that is voluntarily permitted outside our standard return eligibility, applicable shipping costs may be the customer’s responsibility where legally permissible.

⸻

22. REPLACEMENT

Where appropriate, we may offer a replacement instead of a refund.

A replacement may be subject to:

* Product availability
* Verification of the complaint
* Return of the affected product where required
* Applicable law

If the same product is unavailable, we may offer another appropriate resolution.

⸻

23. REFUNDS

If a refund is approved, the refund may be processed through:

* Original payment method
* Original payment gateway
* Another legally permitted payment method

The method may depend on the original transaction and technical/payment-provider requirements.

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24. REFUND PROCESSING TIME

Once a refund has been approved, we will initiate it within the applicable processing period.

After the refund is initiated, the time required for the amount to appear in your bank/card/UPI account may depend on:

* Bank
* Card issuer
* UPI provider
* Payment gateway
* Financial institution

Sobagu is not responsible for delays caused solely by a third-party financial institution after the refund has been initiated.

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25. CASH ON DELIVERY REFUNDS

If a COD order qualifies for a refund, we may request appropriate bank-account, UPI or other payment details needed to process the refund.

Customers are responsible for providing accurate refund information.

We will not be responsible for delays or failed transfers caused by incorrect information supplied by the customer.

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26. COMBO AND BUNDLE ORDERS

If you purchase a Sobagu combo or bundle, the return or refund eligibility may depend on the entire order and the specific issue reported.

For hygiene reasons, we generally do not accept returns of individual opened/used items from an otherwise correctly delivered combo.

If a combo contains a damaged, defective or incorrect product, please contact us within the applicable reporting period.

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27. FREE GIFTS AND PROMOTIONAL ITEMS

If an order includes a free gift or promotional product, the treatment of the free item may depend on the applicable promotional terms.

If an order is cancelled or refunded, the promotional benefit may be adjusted where applicable.

⸻

28. DISCOUNTED PRODUCTS

Discounted, promotional or sale products remain subject to this Return & Refund Policy unless a specific promotion states otherwise.

A discount does not automatically remove applicable consumer rights.

⸻

29. SHIPPING DAMAGE VS. PRODUCT DEFECT

A product may be damaged during transportation or may have a manufacturing/product defect.

We may investigate the cause using:

* Photographs
* Videos
* Batch information
* Packaging condition
* Courier information
* Order records
* Other relevant information

This information helps us determine the appropriate resolution.

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30. FRAUDULENT OR ABUSIVE CLAIMS

We reserve the right to investigate suspicious or potentially fraudulent refund/return requests.

Examples may include:

* Repeated false damage claims
* False missing-product claims
* Manipulated photographs or videos
* Returning a different product
* Returning an empty package
* Repeated abuse of refund policies
* False information

Where permitted by law, we may decline fraudulent or abusive claims and take appropriate action.

This does not affect legitimate consumer claims or statutory rights.

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31. NO REFUND FOR NORMAL PRODUCT VARIATIONS

Minor differences in:

* Colour
* Texture
* Appearance
* Packaging
* Printing
* Product consistency

may occur within normal manufacturing or packaging specifications.

Such differences do not automatically qualify for a refund unless they represent a genuine defect, material deviation or other issue covered by applicable law.

⸻

32. PRODUCT PACKAGING CHANGES

Sobagu may update product packaging, artwork or other visual elements from time to time.

A minor packaging or artwork update does not automatically make a product eligible for return or refund if the product supplied is the correct product and complies with applicable requirements.

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33. NON-DELIVERY

If your order has not been delivered within the expected delivery period, please contact our customer-support team.

We may investigate the shipment with the relevant courier partner.

Where an order is confirmed as lost or otherwise undeliverable, we may provide an appropriate resolution in accordance with the circumstances, our policies and applicable law.

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34. RETURN TO ORIGIN (RTO)

If an order is returned to Sobagu because of:

* Incorrect address
* Incomplete address
* Customer refusal
* Customer unavailable
* Repeated failed delivery attempts
* Incorrect phone number
* Failure to complete COD verification
* Other customer-related delivery issues

the order may be classified as Return to Origin (RTO).

For such orders, any refund or re-shipment will be handled based on the specific circumstances and applicable law.

⸻

35. HOW TO REQUEST A RETURN, REPLACEMENT OR REFUND

Please contact:

Email: [YOUR CUSTOMER CARE EMAIL]
Phone/WhatsApp: [YOUR CUSTOMER CARE NUMBER]

Subject line:

Return/Refund Request – Order #[ORDER NUMBER]

Please provide:

* Order number
* Name
* Registered mobile number
* Email address
* Product name
* Reason for request
* Photographs/video where applicable

Our customer-support team may request additional information before approving a claim.

⸻

36. REVIEW AND VERIFICATION PROCESS

After receiving your request, we may review:

* Order details
* Payment records
* Product information
* Packing information
* Shipping information
* Photographs/videos
* Batch information
* Customer communication
* Courier information

We may contact you if additional information is required.

A return, replacement or refund is not considered approved until we communicate the approval to you.

⸻

37. IMPORTANT: DO NOT DISPOSE OF THE PRODUCT

If you receive a damaged, defective, leaking or incorrect product, please keep the product and its packaging until our customer-support team confirms what should be done.

Disposing of the product before the investigation may make it difficult for us to verify the issue.

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38. CUSTOMER RIGHTS

Nothing in this policy is intended to exclude, restrict or override any consumer rights, guarantees, warranties or remedies that cannot legally be excluded under applicable law.

Where applicable law provides a customer with a right to a remedy, that right will continue to apply.

⸻

39. POLICY CHANGES

We may update this Cancellation, Return & Refund Policy from time to time.

Changes may be made due to:

* Changes in our products
* Changes in our operations
* Changes in payment methods
* Changes in shipping arrangements
* Changes in applicable law
* Changes in customer-support processes

The latest version will be published on this page with the updated “Last Updated” date.

⸻

40. GOVERNING LAW

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

Any disputes will be handled in accordance with applicable Indian law and applicable jurisdictional requirements.

Nothing in this policy limits any statutory consumer right or remedy that cannot legally be excluded.

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41. CONTACT US

For questions regarding cancellations, returns, replacements or refunds, please contact:

Brand: Sobagu
Legal/Trade Name: SSP Consumers
Website: sobagu.com
Email: [YOUR CUSTOMER CARE EMAIL]
Phone: [YOUR CUSTOMER CARE NUMBER]
Business Address: [YOUR REGISTERED BUSINESS ADDRESS]
Customer Support Hours: [YOUR SUPPORT HOURS]

⸻

42. QUICK SUMMARY FOR CUSTOMERS

Can I cancel my order?

Yes, where possible, before the order is processed or shipped.

Can I return a product because I changed my mind?

Generally, no.

Can I return an opened or used skincare product?

Generally, no, due to hygiene and product-safety considerations, except where the product is defective, damaged, incorrect or where applicable law provides otherwise.

What if I receive the wrong product?

What if my product arrives damaged or leaking?

What if my order is missing an item?

How will an approved refund be sent?

Generally to the original payment method or through another permitted method, depending on the transaction.

How long does a refund take?

After we initiate the refund, the time for the money to appear in your account depends on the relevant payment provider or bank.

⸻

Sobagu™ is a brand operated by SSP Consumers.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

35. HOW TO REQUEST A RETURN, REPLACEMENT OR REFUND

Please contact:

Email: support@sobagu.com
Phone/WhatsApp: +91 90710 56859

Subject line:
Return/Refund Request – Order #[ORDER NUMBER]

Please provide:

Order number
Name
Registered mobile number
Email address
Product name
Reason for request
Photographs/video where applicable

Our customer-support team may request additional information before approving a claim.

41. CONTACT US

For questions regarding cancellations, returns, replacements or refunds, please contact:

Brand: Sobagu
Legal/Trade Name: SSP Consumers
Website: sobagu.com
Email: support@sobagu.com
Phone/WhatsApp: +91 90710 56859

Business Address:
SSP Consumers
CTS 1428, RS No. 107/1, PO No. 2
Chougalewadi Road, Near Lotus Hospital
Tilakwadi, Belagavi, Karnataka – 590006
India

Customer Support Hours:
11:00 AM – 6:00 PM
Monday to Saturday

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Refund policy

35. HOW TO REQUEST A RETURN, REPLACEMENT OR REFUND

41. CONTACT US