Cancelling an order

Cancellation is free at any point before dispatch. Our packing window is 2 business days, and on breakable goods that time is spent unwrapping and checking each piece — so a cancellation inside it costs nobody anything. This page sets out both sides of the line at Cando Vixa.

The window

You have the handling window from the moment the order is confirmed. Once the carton is sealed, labelled and scanned by the courier, the order has gone and the Refund and Returns Policy takes over.

How to cancel

Email service@candovixa.shop from the address on the order with the order number in the subject line. We reply to confirm, and that confirmation is what makes it final. A request from a different email address cannot be accepted, because we cannot verify who is asking.

Fees

None. We charge no cancellation fee, no processing fee, no restocking fee and no administrative penalty on an order cancelled before dispatch. Any shipping charge collected is refunded with the goods.

Refund timing

Approved cancellations are refunded in full to the original payment method within 5 to 7 business days, in line with Reserve Bank of India timelines for online refunds. Your bank or UPI app posts the credit on its own schedule. A Cash on Delivery order cancelled before dispatch involves no money at all.

Removing part of an order

Name the items to drop and we adjust the order. Note that removing a piece can take the basket below ₹999, in which case the flat ₹49 applies to what is left; we tell you before processing.

Festival orders

If you are ordering for a fixed date and the delivery window no longer leaves enough room, cancel rather than hope — we would far rather refund you in full than have a mirrored set arrive the morning after the occasion. Ask us and we will tell you honestly whether the window still works from your PIN code.

Changing an order

A different colourway, a larger set or a corrected address can normally be handled inside the packing window. Address changes depend on the new PIN code being serviceable, and any price difference is settled before we ship.

After dispatch

Refuse the parcel at the door, so it returns to us and we refund the goods once it is back and checked, or accept it and raise a return within 10 days of delivery under the Refund and Returns Policy. With glass, refusing at the door is usually the safer of the two — every extra journey is another chance to break something.

When we cancel

Occasionally we must: a piece that fails its check on the packing table with no replacement in stock, a price or set count published in error, a PIN code our couriers do not serve, an address that cannot be verified, or an order with fraud markers. We email the reason and refund every rupee paid on the timeline above.

Failed payments

A failed or timed-out UPI request creates no order. If your account was debited without a confirmation, banks reverse it in nearly every case within a few working days — send us the UPI reference and we will confirm whether anything reached us.

Repeat cancellations

We keep cancellation records for fraud prevention. Repeated cancellation after dispatch, or repeated refusal of delivered parcels, may lead us to ask for prepayment on future orders. It is rare and we explain it first.