At Castra, we understand that sometimes plans change. Our cancellation policy is designed to be flexible and customer-friendly while ensuring smooth order processing. This policy outlines how and when you can cancel your order, and what to expect during the cancellation process.
1. Order Cancellation Overview When You Can Cancel You can cancel your order in the following situations:
Before the order is dispatched from our warehouseWithin a few hours of placing the order (depending on processing status) If payment has failed or is pending verification During the order confirmation stage When You Cannot Cancel Orders cannot be cancelled once:
The order has been shipped and is in transit The product has been delivered The order is marked as "Out for Delivery" More than 24 hours have passed and the order is being processed In these cases, you will need to follow our Return and Refund Policy after receiving the product.
2. Cancellation Window Immediate Cancellation (Within 2 Hours) Orders placed but not yet processed:
Cancel instantly through your account dashboard Contact us via email or phone for immediate cancellation 100% refund with no questions asked No cancellation charges apply Standard Cancellation (2-24 Hours) Orders in processing stage:
Contact support@castra.in immediately Cancellation subject to order processing status If not yet dispatched, full refund is provided Processing time: 24-48 hours for confirmation Late Cancellation (After 24 Hours) Orders that may be packed or ready to ship:
Cancellation may not be possible We will attempt to stop shipment If successful, full refund is issued If already shipped, follow return policy after delivery 3. How to Cancel Your Order Method 1: Self-Service Cancellation (Recommended) Through Your Account:
Log in to your Castra account Go to "My Orders" or "Order History" Select the order you want to cancel Click on "Cancel Order" button Choose cancellation reason from dropdown Confirm cancellation Receive instant email confirmation Availability: This option is available only for orders that haven't been shipped.
Method 2: Email Cancellation Email: support@castra.in
Subject Line: "Order Cancellation Request - [Your Order Number]"
Include in Email:
Full name Order number Registered email address Registered phone number Reason for cancellation Any additional comments Response Time: Within 2-6 hours (business hours)
Method 3: Phone Cancellation For urgent cancellation requests:
Call our customer support (number provided in order confirmation email) Have your order number ready Verify your identity with registered phone number Receive immediate confirmation Available: Monday to Saturday, 10:00 AM to 6:00 PM IST
Method 4: WhatsApp/Chat Support Contact us via WhatsApp Business (if available) Use live chat on our website during business hours Provide order number and request cancellation Receive instant updates on cancellation status 4. Cancellation Processing Time Immediate Confirmation For orders cancelled before processing:
Instant cancellation confirmation Email notification within 15-30 minutes Order status updated in your account Refund initiated immediately Pending Confirmation For orders in processing:
Cancellation request reviewed within 2-6 hours Email notification about cancellation status If approved, refund initiated within 24 hours If denied, reason provided with alternative options Cannot Be Cancelled If order already shipped:
Notification sent within 2 hours Tracking details provided Instructions for return process after delivery Expected delivery date shared 5. Refund After Cancellation Full Refund Eligibility You receive 100% refund when:
Order cancelled before dispatch Payment failed or pending We cannot fulfill the order Product is out of stock after order placement Refund Timeline Payment Method Refund Processing Bank Credit Total Time Credit/Debit Card 24-48 hours 5-7 days 6-9 days Net Banking 24-48 hours 3-5 days 4-7 days UPI/Wallets 24-48 hours 2-4 days 3-6 days COD (if advance paid) 48-72 hours 5-7 days 7-10 days
Note: Actual credit time depends on your bank's processing schedule.
Refund Method Refunds are processed to:
Original payment method used during purchase Same card/account from which payment was made Bank account (for Cash on Delivery if advance paid) Refund Confirmation You will receive:
Cancellation confirmation email Refund initiation email within 24-48 hours Refund completion notification Transaction reference number for tracking 6. Cash on Delivery (COD) Cancellations Before Delivery Attempt Easy Cancellation:
Contact us before the delivery attempt No refund processing needed (no payment made) Order cancelled immediately No charges or penalties During Delivery Attempt Refusing Delivery:
You can refuse to accept the package Inform delivery person of cancellation Order automatically cancelled Product returned to us at no cost to you Note: Repeated COD cancellations or refusals may result in COD facility being blocked for future orders.
Partial COD Orders If you paid advance amount for COD order:
Advance amount refunded to bank account Provide bank details via email Refund processed within 7-10 business days 7. Prepaid Order Cancellations Full Payment Made For orders where full payment is completed:
Cancellation processed as per timeline Full amount refunded to original payment method No deductions or charges for cancellation Refund includes any shipping charges paid Promotional Discounts If your order used discount codes:
Full discounted amount refunded Promo code becomes invalid after cancellation Cannot reuse the same promo code New promo codes may be available for next order Gift Cards or Store Credit Used If payment included gift cards or store credit:
Gift card/store credit balance restored Available for use immediately after cancellation No expiration on restored amount Check balance in your account 8. Partial Order Cancellation Multiple Items in One Order If you want to cancel only some items:
Before Dispatch:
Contact support@castra.in immediately Specify which items to cancel Partial refund processed for cancelled items Remaining items shipped as scheduled After Dispatch:
Cannot cancel individual items if shipped together Must receive entire order Return unwanted items as per return policy Partial refund after return inspection Split Shipments If items ship separately from different warehouses:
Can cancel items not yet shipped Shipped items cannot be cancelled Follow return process for shipped items Refund processed separately for each cancellation 9. Bulk & Corporate Order Cancellations Large Orders (10+ Units) Special considerations for bulk orders:
Contact dedicated account manager Custom cancellation terms may apply Partial cancellations allowed with approval Cancellation charges may apply after 24 hours Terms as per purchase agreement Corporate Accounts For registered corporate customers:
Refer to your service agreement Cancellation terms may differ Invoice adjustments for cancelled orders Credit notes issued for future purchases Contact your account manager directly 10. Subscription Order Cancellations Auto-Delivery/Subscription Plans (If Applicable) Cancelling Upcoming Deliveries:
Cancel anytime before next dispatch date Log in to manage subscription settings Skip or pause deliveries without cancelling No penalty for subscription cancellation Cancelling Current Shipment:
Must cancel at least 48 hours before scheduled dispatch Current shipment cannot be cancelled if already processed Future shipments automatically stopped Refund for Prepaid Subscriptions:
Pro-rated refund for unused deliveries Processed within 7-10 business days Sent to original payment method 11. Cancellation Due to Stock Unavailability Out of Stock After Order If product becomes unavailable after you order:
Our Action:
We notify you within 24 hours Order automatically cancelled Full refund initiated immediately Offered alternative products or store credit bonus Your Options:
Accept full refund (standard timeline) Choose alternative product at same/lower price Receive store credit with 10% bonus value Wait for restock with expected date 12. Cancellation Fees & Charges No Cancellation Fees We do NOT charge cancellation fees for:
Orders cancelled before dispatch First-time cancellations Cancellations due to our error Stock unavailability Defective products Exceptions Cancellation fees may apply for:
Repeated cancellations (more than 3 in a month) Bulk/corporate orders after 24 hours Customized or personalized products International orders after processing begins Fee Structure (if applicable):
Up to 10% of order value Clearly communicated before confirmation Deducted from refund amount 13. Cancelling After Shipment Order Already Shipped If your order has been dispatched:
What Happens:
Cancellation request cannot be processed Package is already in transit to you You must receive the delivery Your Options:
Accept the delivery and use the productRefuse delivery at your doorstep (package returns to us)Accept and return following our return policy within 9-10 daysRefusal at Doorstep:
Inform delivery person you're refusing the package No need to open or accept it Product returns to our warehouse Refund processed after we receive it (5-7 days) Return shipping costs waived Important: If you refuse delivery, original shipping charges may not be refunded.
14. Failed Delivery Cancellations Delivery Attempts Failed If delivery attempts fail due to:
Incorrect address Recipient unavailable Area not serviceable Customer unreachable Automatic Cancellation:
After 3 failed delivery attempts Package returned to warehouse Order automatically cancelled Refund processed minus forward shipping charges To Avoid This:
Provide accurate delivery address Keep phone available during delivery window Respond to courier calls/messages Update delivery instructions if needed 15. Force Majeure & Emergency Cancellations Uncontrollable Circumstances Orders may be cancelled by us due to:
Natural disasters affecting delivery Pandemic-related lockdowns Transportation strikes or disruptions Government regulations or restrictions Warehouse emergencies Our Policy:
We notify you immediately Full refund processed within 3-5 days Offered priority fulfillment when situation normalizes Store credit with bonus value as goodwill gesture 16. Duplicate Order Cancellations Accidentally Placed Multiple Orders If you accidentally placed the same order multiple times:
Immediate Action:
Contact us immediately at support@castra.in Mention all order numbers involved We cancel duplicate orders quickly Keep only one order active (you choose which) Refund processed for cancelled duplicates within 24-48 hours 17. Cancellation Status Tracking Check Cancellation Status Via Your Account:
Log in to Castra account Go to "Order History" View cancellation status updates Check refund processing stage Via Email:
Cancellation confirmation email Refund initiation notification Refund completion confirmation All updates sent to registered email Contact Support:
Email support@castra.in with order number Get real-time status updates Track refund processing Receive estimated refund date 18. Rights & Limitations Your Rights As a customer, you have the right to:
Cancel orders before dispatch without penalty Receive full refund for eligible cancellations Clear communication about cancellation status Fair treatment in all cancellation requests Our Rights Castra reserves the right to:
Cancel orders suspected of fraud Refuse processing orders with payment issues Cancel orders for out-of-stock products Block accounts with excessive cancellations (abuse prevention) Modify cancellation policy with prior notice Cancellation Abuse Repeated cancellations may result in:
Account review and verification Restriction on COD orders Requirement for advance payment only Account suspension in severe cases We monitor for:
More than 5 cancellations in a month Pattern of ordering and cancelling repeatedly Cancellation rate above 50% 19. Special Circumstances Medical Emergency If you need to cancel due to medical emergency:
Contact us with situation details We expedite cancellation even after dispatch Flexible refund processing Waived fees or charges as goodwill Festival & Sale Periods During high-demand periods:
Cancellation window may be shorter (12 hours) Processing happens faster (high volume) Longer refund timelines possible (7-14 days) Clear communication provided upfront International Orders For international shipments:
Cancel before customs clearance Customs fees non-refundable if order cleared Longer refund timeline (10-15 days) Currency conversion by your bank
