Cancellation & refund policy
When you can cancel an order, how refunds are issued, and how long they take. This covers the money side of an order; for returning or replacing a delivered product, see our Returns & replacements policy. Please have this reviewed and finalised by your legal advisor before launch.
Cancelling an order
You can request to cancel an order before it has been dispatched or scheduled for delivery. Once an order is out for delivery or installation has been scheduled, cancellation may no longer be possible — in that case, please use our Returns & replacements policy instead.
To request a cancellation, have your order number ready (find it under your orders) and reach us via the contact page.
Cancellations by us
We may cancel an order — for example due to a stock or pricing error, a delivery location we cannot service, or suspected fraud. If we cancel an order you have paid for, we refund the full amount paid.
When you're eligible for a refund
- An order (or item) you cancelled in time and had already paid for
- An order we cancelled after payment
- A product that arrived damaged, defective, or not as described, accepted for return under our Returns & replacements policy
- A part-cancelled order — we refund the cancelled item(s), keeping the rest active
How refunds are issued
Refunds are made to your original payment method through our payment partner (Razorpay). Once we approve a refund, we initiate it from our side promptly; the amount then reaches you within the timeline set by your bank, card issuer, or UPI provider.
[client to confirm — typical refund timeline, e.g. 5–7 business days after approval to reach the original payment method]
Charges & deductions
Where a refund is due to our error, a cancellation before dispatch, or a damaged/defective product, you receive the full amount. Any deductions permitted in other cases (for example non-returnable items or clearly stated charges) will be shown to you before the return is confirmed.
EMI orders
For orders paid via EMI, a cancellation or refund is processed with our financing/payment partner. Any interest, processing fee, or charge already levied by the partner is subject to that partner's terms; we will help you coordinate the refund.
Grievances
If you're unhappy with how a cancellation or refund was handled, you can escalate to our Grievance Officer, whose details are in our Privacy policy.