Shipping policy
SHIPPING & DELIVERY POLICY
Effective Date:
Last Updated:
This Shipping & Delivery Policy explains how SSP Consumers, operating under the brand name Sobagu, processes, ships and delivers orders placed through sobagu.com (“Website”).
By placing an order on our Website, you acknowledge and agree to the terms of this Shipping & Delivery Policy.
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1. ABOUT SOBAGU
Brand Name: Sobagu
Legal/Trade Name: SSP Consumers
Website: sobagu.com
Country of Operation: India
Sobagu sells skincare and personal-care products through its online store.
We aim to provide a smooth, transparent and reliable delivery experience to our customers across India.
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2. WHERE WE DELIVER
We currently aim to deliver Sobagu products to serviceable locations across India.
Delivery availability may depend on the serviceability of the PIN code entered at checkout.
Some remote or restricted locations may have limited or unavailable courier services.
If your PIN code is not serviceable, we may be unable to process delivery to that location.
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3. ORDER PROCESSING
Once you successfully place an order, you will receive an order confirmation through the contact information provided during checkout, where applicable.
Orders are generally processed within:
[1–2 BUSINESS DAYS]
excluding Sundays and public holidays.
Order processing may take longer during:
* Product launches
* Major promotional campaigns
* Sale periods
* Festivals
* Public holidays
* Unexpected operational disruptions
* High order volumes
We will make reasonable efforts to process orders as quickly as possible.
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4. ORDER CONFIRMATION
After placing an order, please check your email, SMS or other available communication channel for your order confirmation.
The order confirmation may contain:
* Order number
* Products purchased
* Quantity
* Order value
* Shipping address
* Payment status
Please review your shipping information immediately after placing the order.
If you identify an incorrect address or other important information, contact our customer-support team as soon as possible.
We cannot guarantee that changes can be made after an order has entered processing or has been shipped.
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5. SHIPPING TIME
After your order has been processed and handed over to the courier, the estimated delivery time is generally:
[3–7 BUSINESS DAYS]
depending on the destination and courier service.
Delivery timelines are estimates and are not guaranteed delivery dates.
Actual delivery time may vary based on:
* Customer location
* PIN code
* Courier availability
* Weather
* Public holidays
* Festivals
* Transportation conditions
* Logistics disruptions
* Remote-area delivery
* Incorrect or incomplete address
* Customer availability
* Other circumstances outside our reasonable control
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6. ESTIMATED TOTAL DELIVERY TIME
Under normal circumstances:
Order processing: [1–2 business days]
Transit/delivery: [3–7 business days]
Estimated total: approximately [4–9 business days]
These are estimated timelines and may vary depending on the delivery location and circumstances.
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7. SHIPPING CHARGES
Applicable shipping charges, if any, will be displayed during checkout before you complete your purchase.
Shipping charges may depend on factors such as:
* Order value
* Delivery location
* Promotional offers
* Shipping method
* Courier availability
If Sobagu offers free shipping on eligible orders, the applicable terms will be displayed on the Website or at checkout.
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8. FREE SHIPPING
From time to time, Sobagu may offer free shipping promotions.
Where a free-shipping offer is available, the minimum order value and other conditions will be clearly communicated on the Website or checkout page.
Example:
FREE SHIPPING ON ORDERS ABOVE ₹[XXXX]
The applicable offer displayed at checkout will take precedence over general promotional information.
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9. CASH ON DELIVERY
Where available, Cash on Delivery (“COD”) may be offered for eligible locations and orders.
COD availability may depend on:
* PIN code
* Order value
* Courier serviceability
* Customer order history
* Fraud-prevention measures
* Other operational factors
We may contact you to verify a COD order before dispatch.
Verification may be performed through:
* Phone call
* OTP
* SMS
* WhatsApp
* Other reasonable verification methods
An order may not be dispatched until verification is successfully completed where such verification is required.
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10. PREPAID ORDERS
Customers may be able to pay for orders using available online payment methods such as:
* UPI
* Credit cards
* Debit cards
* Net banking
* Wallets
* Other payment methods made available at checkout
Payment processing may be handled through third-party payment providers.
Once payment is successfully confirmed, the order will enter our normal processing and shipping process.
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11. ORDER TRACKING
Once your order has been dispatched, we may provide tracking information through:
* Email
* SMS
* WhatsApp
* Order page
* Other available communication channels
The tracking link may take you to the courier or logistics partner’s tracking system.
Tracking information may take some time to update after the parcel is handed over to the courier.
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12. DELIVERY ATTEMPTS
Our courier partner may make multiple delivery attempts depending on its operational policies.
Please ensure that:
* Your phone number is reachable
* Someone is available to receive the package where possible
* Your address is complete and accurate
* You respond to courier calls when necessary
Failure to respond to delivery attempts may result in the order being returned to us.
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13. FAILED DELIVERY
Delivery may fail due to circumstances such as:
* Incorrect address
* Incomplete address
* Incorrect PIN code
* Incorrect phone number
* Customer unavailable
* Customer refusing delivery
* Customer not responding to courier calls
* Repeated unsuccessful delivery attempts
* PIN code becoming temporarily unavailable
* Courier-related restrictions
If delivery fails, the courier may return the order to us.
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14. RETURN TO ORIGIN (RTO)
If an order is returned to us because it could not be delivered, it may be classified as Return to Origin (RTO).
Reasons may include:
* Customer refusal
* Incorrect address
* Incomplete address
* Customer unavailable
* Repeated failed delivery attempts
* Incorrect contact details
* Failure to complete COD verification
* Other delivery-related circumstances
If an order becomes RTO, please contact our customer-support team if you require assistance.
Any refund, re-shipment or other resolution will be handled according to the circumstances of the order, our Cancellation & Refund Policy and applicable law.
For COD orders that are repeatedly refused or remain undelivered due to customer-related reasons, we may restrict future COD availability, subject to applicable law.
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15. INCORRECT SHIPPING ADDRESS
Customers are responsible for providing an accurate and complete delivery address.
Please verify:
* Name
* Flat/house number
* Building name
* Street
* Locality
* City
* State
* PIN code
* Mobile number
If you contact us before the order is processed, we will make reasonable efforts to update the address where operationally possible.
Once the order has been processed or shipped, we cannot guarantee that the address can be changed.
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16. PACKAGE DAMAGED DURING DELIVERY
We take reasonable care when packing orders.
If your package appears visibly damaged, opened or tampered with at the time of delivery, please:
1. Take photographs/video of the package before opening it where possible.
2. Record the condition of the package.
3. Contact Sobagu customer support as soon as possible.
4. Provide your order number and supporting photographs/video.
Do not discard the packaging until the issue has been reviewed.
We will investigate the matter and provide an appropriate resolution where applicable.
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17. WRONG PRODUCT RECEIVED
If you receive a product different from the one you ordered, please contact us within:
48 HOURS OF DELIVERY
with:
* Order number
* Photographs of the received product
* Photograph of the shipping label
* Photograph/video of the package where relevant
After verification, we may arrange an appropriate resolution, which may include replacement or refund, as applicable.
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18. MISSING PRODUCT
If an item appears to be missing from your order, please contact us within:
48 HOURS OF DELIVERY
Provide:
* Order number
* Photograph/video of the package received
* List of missing items
* Any other information requested by our support team
We may investigate the shipment with our packing and logistics records before providing an appropriate resolution.
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19. LEAKAGE OR PRODUCT DAMAGE
If a product arrives leaking, broken or otherwise damaged, please contact us within:
48 HOURS OF DELIVERY
Please provide clear photographs/video showing:
* Outer packaging
* Shipping label
* Product
* Damage/leakage
* Packaging condition
We may request additional information if required to investigate the issue.
After verification, we may provide an appropriate remedy, including replacement or refund where applicable.
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20. DELIVERY DELAYS
Although we work with logistics partners to provide timely delivery, delays may occur.
Possible reasons include:
* Severe weather
* Heavy rainfall
* Flooding
* Natural disasters
* Public holidays
* Festivals
* Transportation disruptions
* Courier network disruptions
* Government restrictions
* Strikes
* Remote-area delivery
* Incorrect address
* High-volume periods
* Other events beyond our reasonable control
We will make reasonable efforts to assist you in tracking delayed shipments.
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21. DELIVERY TO REMOTE LOCATIONS
Some remote, rural or difficult-to-access locations may require additional delivery time.
In certain cases, courier service may not be available.
If your PIN code is not serviceable, we may contact you regarding an alternative delivery address or cancellation/refund where applicable.
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22. MULTIPLE PRODUCTS IN ONE ORDER
If your order contains multiple products, we generally aim to ship them together.
However, depending on stock availability, warehouse operations or logistics requirements, products may be shipped separately.
If products are shipped separately, you may receive multiple tracking updates.
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23. COMBO ORDERS
For Sobagu combo or bundle orders, the products may be packed together or shipped according to our fulfilment process.
Examples may include:
Daily Duo: Face Wash + Sunscreen
Lip + Sun Duo: Sunscreen + Lip Balm
Sobagu Trio: Face Wash + Sunscreen + Lip Balm
Delivery timelines generally remain subject to the same shipping conditions described in this policy.
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24. CHANGES AFTER ORDER PLACEMENT
If you want to change:
* Delivery address
* Phone number
* Product
* Quantity
* Other order details
please contact us immediately after placing your order.
We will try to assist where operationally possible.
However, once an order has been processed, packed or shipped, changes may not be possible.
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25. CANCELLATION AFTER SHIPPING
Once an order has been shipped, cancellation may no longer be possible.
If you no longer require an order after dispatch, please contact customer support.
Any applicable resolution will be handled according to our Cancellation & Refund Policy and applicable law.
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26. REFUSED DELIVERIES
If a customer refuses delivery of an order, the shipment may be returned to us.
For prepaid orders, any applicable refund or re-shipment will be determined according to the circumstances of the order, our Cancellation & Refund Policy and applicable law.
For COD orders, repeated refusal of deliveries may result in restrictions on future COD availability.
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27. SHIPPING PARTNERS
We may use one or more third-party logistics and courier providers to deliver orders.
Courier partners may change depending on:
* PIN code
* Serviceability
* Delivery speed
* Availability
* Operational requirements
Once an order is handed over to a courier partner, certain delivery operations are controlled by that courier.
We will nevertheless make reasonable efforts to assist customers with delivery-related issues.
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28. CUSTOMER SUPPORT
For shipping or delivery-related questions, 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]
When contacting us about an order, please provide your:
* Order number
* Name
* Registered mobile number
* Relevant delivery information
This helps us resolve your request more quickly.
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29. SHIPPING AND REFUND POLICY
Shipping and delivery matters should be read together with our Cancellation & Refund Policy.
Nothing in this Shipping & Delivery Policy is intended to remove or restrict any consumer right or remedy that cannot legally be excluded under applicable law.
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30. CHANGES TO THIS SHIPPING POLICY
We may update this Shipping & Delivery Policy from time to time.
Changes may be made because of:
* Changes in courier partners
* Changes in delivery operations
* Changes in shipping charges
* Changes in service areas
* Changes in applicable law
* Changes in our business
The latest version will always be published on this page with the updated “Last Updated” date.
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31. GOVERNING LAW
This Shipping & Delivery Policy shall be governed by the applicable laws of India.
Any disputes will be handled in accordance with applicable Indian law and applicable jurisdictional requirements.
Nothing in this policy affects statutory consumer rights available under applicable law.
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32. FINAL CUSTOMER NOTICE
Before completing your purchase, please carefully check:
* Product selection
* Quantity
* Shipping address
* PIN code
* Phone number
* Email address
* Payment method
* Applicable shipping charges
Once an order is placed, processing may begin immediately.
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© 2026 SSP Consumers. All rights reserved.
Sobagu™ is a brand operated by SSP Consumers