Policies & legal
Cancellation Policy
When you can cancel an order with Rinkal Fragrance, when we may cancel an order, and how refunds are handled for cancelled orders.
Effective and last updated
01Cancelling your order
You can ask to cancel an order from your order page while its status shows “Pending payment” or “Confirmed”. Open the order from the link in your confirmation email or from My account, then choose Cancel this order.
- Orders not yet paid are cancelled straight away when you confirm the cancellation.
- Orders already paid are sent to our team as a cancellation request. We confirm the outcome by email and, once the order is cancelled, refund the full amount you paid.
We do not charge any fee for cancelling an order.
If the cancellation option is no longer shown on your order page, please contact us. We will tell you honestly whether the order can still be stopped.
02Before dispatch
Once an order moves beyond the stages listed above, it is being prepared and packed for you, and cancellation is no longer available online. If you contact us before the parcel is handed to the courier, we will try to help, but we cannot promise that an order can be stopped at this stage.
If you chose bank transfer and decide not to go ahead, you can cancel the unpaid order yourself. Unpaid orders are also cancelled automatically after 72 hours.
03After dispatch
Orders that have been dispatched or delivered cannot be cancelled. Please do not refuse delivery as a way of cancelling, as this delays any help we can give you.
If a delivered product is damaged or missing, report it within 24 hours of delivery under our Return & Refund Policy.
04Cancellations by us
We may need to cancel an order, in full or in part, in situations such as:
- a product is out of stock or cannot be supplied in the ordered quantity;
- the delivery address cannot be served by our courier partners;
- there is an obvious error in a product description or price;
- payment for the order could not be verified;
- we reasonably suspect a fraudulent or unauthorised order.
If we cancel your order, we tell you by email with the reason.
If we cancel an order you have paid for, you receive a full refund.
05Stock availability
Stock is reserved for your order while payment is completed. In rare cases, such as a stock count error or a product failing our quality check before dispatch, an item may still become unavailable.
We will contact you and, depending on what you prefer and what is possible, cancel the unavailable products or the whole order with a full refund of the amount paid for them.
06Failed payments and duplicate transactions
If an online payment fails, your order stays unpaid and you can try again from your order page. Unpaid orders are cancelled automatically after 72 hours, and no amount is due.
Sometimes money is deducted from your account even though the payment did not complete. Such amounts are usually reversed automatically by your bank or by Razorpay. If the payment was captured for an order that was already cancelled, we refund it in full.
If you were charged more than once for the same order, contact us with your order number and payment details. After verifying the duplicate payment, we refund the extra amount in full.
07Refund and reversal timelines
Refunds for cancelled orders paid online are made to the original payment method through Razorpay. We initiate the refund when the cancellation is confirmed.
- Razorpay states that normal refunds are usually completed within 5 to 7 working days of initiation.
- Your bank or card issuer may take additional time to show the credit.
- Bank transfer payments are refunded by bank transfer after we confirm the account details with you.
Refund details are explained further in our Return & Refund Policy.
08Getting help
For help with a cancellation, contact us with your order number. Please include the reason for cancelling so that we can act quickly.
Grievances are handled by our customer support team, who can be reached through the contact details below.
We acknowledge every complaint within 48 hours of receiving it and work to resolve it within one month of receiving it, in line with the Consumer Protection (E-Commerce) Rules, 2020.
- Business
- Rinkal Fragrance
- Contact form
- Send us a message
09How this policy relates to returns and refunds
This policy covers orders that are stopped before they reach you. Problems with a delivered order, such as damaged or missing products, are covered by our Return & Refund Policy. Delivery problems, including lost or undelivered parcels, are covered by our Shipping & Delivery Policy.
Nothing in this policy limits the rights you have under the Consumer Protection Act, 2019 and the rules made under it.