Refund, Return & Cancellation Policy

Last updated: 29 September 2026

This policy applies to all orders placed on www.sugarnshine.com (the "Website"), owned and operated by SNS Consumer Products Private Limited ("we", "us", "our") under the brand Sugar N Shine. By placing an order on the Website, you agree to the terms set out below.

Registered Office: D-4, Plot No. 28, Tapasya CHS, Hanuman Galli, Gorai-1, Borivali (West), Mumbai – 400091, Maharashtra, India
GSTIN: 27ABUCS5305A1ZC

1. Order Cancellation

  • You may cancel your order at any time before it is dispatched by emailing info@sugarnshine.com or calling +91 98202 92007 with your order number.
  • For prepaid orders cancelled before dispatch, the full amount will be refunded to the original payment method within 5–7 working days of cancellation.
  • For Partial COD orders cancelled before dispatch, the advance amount paid will be refunded in full.
  • Once an order has been dispatched, it cannot be cancelled. You may, however, request a return as per Section 2, where eligible.
  • We reserve the right to cancel any order due to non-availability of stock, pricing errors, incomplete address details or suspected fraudulent activity. In such cases, any amount paid will be refunded in full.

2. Returns

You may request a return within 7 days from the date of delivery, subject to the following conditions.

Eligible for return:

  • Products that are unused, unopened and in their original sealed packaging, with all labels, boxes and inserts intact
  • Products received damaged, defective, leaking or expired
  • Products that are different from what you ordered (wrong item, variant or quantity)

Not eligible for return:

As our products are personal care and skincare items, the following cannot be returned for reasons of hygiene and safety:

  • Products that have been opened, used, or whose seal has been broken
  • Products returned without original packaging, labels or invoice
  • Products purchased during clearance sales or marked as "non-returnable" on the product page
  • Free gifts and complimentary samples
  • Returns for reasons of personal preference (such as fragrance, texture or results) once the product has been opened

Skin sensitivity: We recommend a patch test before full use of any product. Allergic reactions or skin sensitivity after use are not grounds for return of an opened product. Please consult a doctor if you experience any reaction.

3. Damaged, Defective or Wrong Products

  • Please report the issue within 48 hours of delivery by emailing info@sugarnshine.com with your order number, clear photographs of the product and outer packaging, and, where possible, an unboxing video.
  • Once verified, we will offer a free replacement of the same product or a full refund, including shipping charges, as per your preference.
  • Claims reported after 48 hours may not be accepted.

4. Exchanges

Exchanges are offered only for damaged, defective or wrong products, as described in Section 3. We do not offer exchanges for a different product, variant or size.

5. Lost in Transit

If your order is confirmed lost in transit by our courier partner, you may choose either a free re-shipment or a full refund. The replacement or refund will be processed within 5–9 working days of confirmation.

6. Undelivered and Refused Orders (RTO)

  • If an order is returned to us because of an incorrect or incomplete address, or because the recipient was unavailable or unreachable after delivery attempts, the order may be re-shipped once the customer pays the applicable shipping charges.
  • If a prepaid order is returned undelivered for these reasons and the customer does not wish to have it re-shipped, a refund will be issued after deducting forward and return shipping charges.

7. Partial Cash on Delivery (COD) Orders

  • For Partial COD orders, a part of the order value is paid online at the time of ordering and the balance is paid in cash or UPI at the time of delivery.
  • The advance amount is collected to confirm the order and cover shipping costs. If the parcel is refused at delivery or returned undelivered, the advance amount is non-refundable.
  • On request, we can re-ship a refused order once, provided the customer pays the return shipping charges in advance.

8. How to Request a Return

  1. Email info@sugarnshine.com within the return window with your order number, the product(s) you wish to return, the reason for return and supporting photographs.
  2. Our team will review your request and respond within 2 working days.
  3. If approved, we will arrange a reverse pickup or share return shipping instructions.
  4. Please do not send any product back without our prior approval. Unapproved returns will not be accepted or refunded.

Where a return is not due to damage, defect or a wrong product, return shipping charges may be deducted from the refund amount.

9. Refund Process and Timeline

  • Returned products are inspected on receipt. If the return meets the conditions of this policy, the refund will be processed within 7 working days of receipt.
  • Prepaid orders: Refunds are made to the original payment method via our payment gateway, PayU. Depending on your bank, it may take a further 5–7 working days for the amount to reflect in your account.
  • COD / Partial COD orders: Refunds are made by bank transfer or UPI to details shared by the customer.
  • Shipping charges and COD fees are non-refundable, except in the case of damaged, defective, wrong or lost products.
  • If an order was placed using a discount or offer, the refund will be limited to the amount actually paid.
  • If a return is rejected after inspection, the product will be sent back to you and no refund will be issued.

If you have not received your refund within 15 working days of processing, please contact us.

10. Grievance Officer

If you are not satisfied with the resolution of your return, refund or cancellation request, you may contact our Grievance Officer:

Name: Jigar Suchak
Designation: Office Head
Company: SNS Consumer Products Private Limited
Address: D-4, Plot No. 28, Tapasya CHS, Hanuman Galli, Gorai-1, Borivali (West), Mumbai – 400091, Maharashtra, India
Email: info@sugarnshine.com
Phone: +91 98202 92007
Working hours: Monday to Saturday, 10:00 AM – 6:00 PM

We will acknowledge your complaint within 48 hours and resolve it within 30 days.

11. Changes to This Policy

We may update this policy from time to time. The version in force on the date of your order will apply to that order.

12. Contact Us

SNS Consumer Products Private Limited (Sugar N Shine)
Address: D-4, Plot No. 28, Tapasya CHS, Hanuman Galli, Gorai-1, Borivali (West), Mumbai – 400091, Maharashtra, India
Email: info@sugarnshine.com
Phone: +91 98202 92007
WhatsApp: +91 88791 10055
Website: www.sugarnshine.com