1. Order Cancellation by the Customer

Customers may request cancellation of an order before it has been dispatched.

A cancellation request should be submitted as soon as possible after placing the order.

Cancellation requests are subject to the order’s current processing status.

An order may not be cancelled after it has been:

– Packed and handed over to the courier partner
– Marked as dispatched
– Collected by the shipping partner
– Delivered to the customer
– Otherwise entered into a stage where cancellation is no longer operationally possible

Submitting a cancellation request does not automatically mean that the order has been cancelled.

The cancellation will be considered complete only after the customer receives written confirmation from Mastiwala.in.

2. How to Request Cancellation

To request order cancellation, the customer must contact our customer support team through the official support email.

Customer Support Email:
[Enter Official Customer Support Email]

The cancellation request should include:

– Customer’s full name
– Order number
– Registered mobile number
– Registered email address, where applicable
– Product name
– Reason for cancellation

The customer should mention the order number in the email subject line.

Example subject:

Order Cancellation Request – Order No. [Enter Order Number]

3. Cancellation Before Dispatch

An eligible order may be cancelled without a separate cancellation fee if the request is received and approved before dispatch.

For an approved prepaid-order cancellation, the amount paid will be refunded to the original payment method.

For an approved Cash on Delivery order cancellation, no refund will be required because no payment has been collected.

4. Cancellation After Dispatch

Once an order has been dispatched, cancellation may not be possible.

The customer may contact customer support, but Mastiwala.in cannot guarantee that the shipment can be recalled or stopped.

Where a dispatched prepaid order is refused by the customer and returned to us, any eligible refund will be considered only after:

– The parcel has been returned to us
– The returned parcel has been received
– The product and packaging have been verified
– The order has been found eligible under our policies

Any treatment of shipping expenses will be governed by our Shipping and Delivery Policy, Return and Refund Policy, and applicable law.

We do not impose a separate cancellation penalty merely because the customer requested cancellation.

5. Cash on Delivery Orders

Cash on Delivery orders may be cancelled before dispatch by contacting customer support.

Once dispatched, the customer should make reasonable efforts to accept the confirmed order.

Repeated refusal of confirmed Cash on Delivery orders may result in:

– Cash on Delivery being disabled for future orders
– Prepaid payment being required for future purchases
– Temporary restriction of the customer account
– Cancellation of suspicious or repeated orders

Such restrictions may be applied to prevent fraud, operational loss, or misuse of the Cash on Delivery facility.

6. Order Verification

Mastiwala.in may verify certain orders before dispatch.

Verification may be conducted through:

– Email
– Telephone, where a business number is available
– Automated order confirmation
– Payment verification
– Another reasonable verification method

An order may be placed on hold or cancelled if:

– The customer cannot be contacted
– The information provided is incomplete
– The delivery address appears incorrect
– The payment cannot be verified
– The order appears duplicate, fraudulent, suspicious, or unauthorised
– The ordered quantity appears intended for unauthorised resale
– Delivery is unavailable at the provided PIN code

Where a prepaid order is cancelled after verification failure, an eligible refund will be initiated according to this policy.

7. Duplicate Orders

If a customer accidentally places the same order more than once, they should contact customer support immediately.

We will make reasonable efforts to cancel the duplicate order where it has not been dispatched.

If both orders have already been dispatched, cancellation may not be possible.

The customer must clearly identify which order should be retained and which order should be cancelled.

8. Address or Order Changes

A customer may request changes to the delivery address, product, size, quantity, or variation before dispatch.

Such changes are not guaranteed and depend on:

– Order-processing status
– Product availability
– Courier serviceability
– Payment status
– Whether the requested change can be made operationally

Where a requested change cannot be made, the customer may request cancellation before dispatch and place a new order.

Once the order has been dispatched, product or address changes may not be possible.

9. Cancellation by Mastiwala.in or BigVed Company

Mastiwala.in or BigVed Company may cancel an order where:

– The product is unavailable or out of stock
– The product price or description contains an obvious technical error
– Payment has failed or cannot be verified
– The transaction appears fraudulent or unauthorised
– The delivery address is incomplete or invalid
– The delivery PIN code is not serviceable
– The customer does not complete required verification
– The ordered product cannot legally or safely be delivered
– There is a website, inventory, payment, pricing, or system error
– The order violates our Terms and Conditions
– The order appears to involve misuse, fraud, resale, or unlawful activity
– Dispatch is prevented by circumstances beyond our reasonable control

Where reasonably possible, the customer will be informed about the cancellation.

10. Product Unavailability

Product availability shown on Mastiwala.in may change because of inventory updates, simultaneous orders, damaged stock, warehouse issues, or technical errors.

If a product becomes unavailable after the customer has placed an order, we may:

– Cancel the unavailable product
– Cancel the complete order where necessary
– Offer an alternative product with the customer’s consent
– Offer a different available variation with the customer’s consent
– Issue an eligible refund

A materially different replacement will not be sent without customer approval.

11. Pricing or Technical Errors

We make reasonable efforts to display accurate product prices, descriptions, discounts, availability, and payment information.

However, an order may be cancelled where there is an obvious error caused by:

– Website malfunction
– Incorrect price entry
– Incorrect discount application
– Payment gateway error
– Inventory-system error
– Product-description error
– Technical or typographical mistake

Where payment has already been collected for a cancelled order, the eligible amount will be refunded.

Mastiwala.in will not intentionally use pricing errors to mislead customers.

12. Cancellation Due to Fraud or Misuse

An order may be cancelled where there is reasonable evidence of:

– Stolen or unauthorised payment information
– False customer details
– Repeated Cash on Delivery refusal
– Abusive or threatening conduct
– Multiple suspicious orders
– Misuse of promotional offers
– Attempts to manipulate pricing or website systems
– Fraudulent refund or replacement activity
– Purchase for an unlawful purpose

Mastiwala.in may request reasonable verification before processing or dispatching such an order.

13. Refund for Cancelled Prepaid Orders

Where an eligible prepaid order is cancelled before dispatch, the refund will generally be issued to the original payment method.

The refund may be issued to:

– Original UPI account
– Debit or credit card
– Net-banking account
– Payment wallet
– Original payment gateway
– Another verified payment source where required

We will normally initiate an approved refund within:

7 business days from cancellation approval.

After initiation, the bank, card issuer, UPI provider, payment gateway, or financial institution may require additional time to credit the amount.

14. Refund Where the Order Is Cancelled by Us

If Mastiwala.in or BigVed Company cancels a prepaid order because of product unavailability, delivery unavailability, technical error, or another reason not caused by the customer, the eligible amount paid for the cancelled order will be refunded.

No separate cancellation fee will be charged to the customer for such cancellation.

Where only one item in a multi-item order is cancelled, the refund may be limited to the amount paid for the cancelled item and any directly applicable charges.

15. Promotional and Discounted Orders

For an order placed using a coupon, discount, bundle offer, or promotional benefit:

– The refund will generally be based on the actual amount paid
– A used coupon may not automatically be restored
– A promotional benefit may be withdrawn if the remaining order no longer meets the offer conditions
– A proportionate adjustment may be made where only part of the order is cancelled
– Free promotional items may also be cancelled where the main qualifying product is cancelled

Any adjustment will be made according to the offer terms displayed at the time of purchase.

16. Partial Cancellation

Customers may request cancellation of one or more products from a multi-item order before dispatch.

Partial cancellation depends on whether the products have been:

– Packed together
– Invoiced together
– Dispatched together
– Sold as a bundle or set
– Processed separately

Where partial cancellation is not operationally possible, the customer may be asked to cancel the complete order and place a new order.

17. Cancellation of Bundles or Sets

Products sold as a bundle, set, kit, or combined offer may need to be cancelled together.

A customer may not be able to cancel only one component of a bundled product unless the website expressly allows it.

Any refund will be calculated according to the amount actually paid and the applicable promotional terms.

18. Cancellation During Sales or High-Volume Periods

During sales, festivals, public holidays, promotional campaigns, or high-order-volume periods, orders may move into packing or dispatch more quickly.

Customers should therefore submit cancellation requests immediately after placing the order.

We cannot guarantee cancellation merely because the request was submitted before the customer received the dispatch notification.

The actual order-processing status at the time the request is reviewed will determine whether cancellation is possible.

19. Refusal at the Time of Delivery

Refusing a parcel at the time of delivery is not the same as an approved pre-dispatch cancellation.

Where a prepaid parcel is refused:

– The parcel must first return to us
– The returned parcel must be verified
– Refund eligibility will be reviewed under our applicable policies
– Refund processing may begin only after verification

Where a Cash on Delivery parcel is refused, no refund is due because payment has not been collected.

Repeated or unjustified refusal may result in restrictions on future orders.

20. Orders Already Delivered

An order cannot be cancelled after it has been delivered.

After delivery, any eligible request relating to:

– Damage
– Defect
– Incorrect product
– Missing product
– Tampered parcel
– Replacement
– Return
– Refund

will be handled under our Return and Refund Policy.

A delivered personal-use or hygiene-sensitive product is not eligible for ordinary cancellation merely because the customer changed their mind.

21. Force Majeure

Mastiwala.in or BigVed Company may cancel or delay an order because of circumstances beyond reasonable control, including:

– Flood, fire, earthquake, or severe weather
– Epidemic or public-health emergency
– War, civil disturbance, or terrorism
– Government order or legal restriction
– Courier or transportation disruption
– Strike or shutdown
– Internet or payment-system failure
– Warehouse emergency
– Supply-chain interruption
– Road closure or law-and-order issue
– Other unavoidable circumstances

Where a prepaid order is cancelled for such a reason, an eligible refund will be provided according to this policy and applicable law.

22. Refund Security

For security reasons, refunds are normally issued only to the original payment method.

Mastiwala.in and BigVed Company will never ask customers to disclose their:

– UPI PIN
– Debit or credit card PIN
– Internet-banking password
– Card password
– Account password
– One-Time Password or OTP

Customers should not share confidential banking credentials through email, telephone, or messaging services.

23. Cancellation Confirmation

An order should not be considered cancelled until written confirmation is issued by Mastiwala.in.

A customer-support acknowledgement stating that the request has been received does not necessarily mean that cancellation has been approved.

The customer will be informed whether the cancellation request has been:

– Approved
– Declined because the order has been dispatched
– Placed under review
– Referred for additional verification

24. Customer Responsibilities

Customers are responsible for:

– Reviewing the product before purchase
– Selecting the correct product and variation
– Providing accurate contact and delivery information
– Checking the final price before payment
– Contacting us promptly for cancellation
– Providing the correct order number
– Monitoring official cancellation communication
– Avoiding refusal of confirmed orders without a valid reason

25. Consumer Rights

Nothing in this Cancellation Policy is intended to exclude, restrict, or override any mandatory consumer right available under applicable Indian law.

If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

26. Relationship with Other Policies

This Cancellation Policy should be read together with our:

– Terms and Conditions
– Shipping and Delivery Policy
– Return and Refund Policy
– Privacy Policy
– Payment Policy
– Contact Us and Grievance Policy

After an order has been delivered, the Return and Refund Policy will apply instead of this Cancellation Policy.

27. Policy Updates

BigVed Company may update this Cancellation Policy to reflect changes in business operations, legal requirements, payment methods, courier processes, or website functionality.

Any revised policy will be published on Mastiwala.in with an updated “Last Updated” date.

The policy generally applicable to an order will be the version displayed at the time the order was placed, subject to applicable law.

28. Contact Information

For order cancellation requests, contact:

Website: www.mastiwala.in
Website and Brand Name: Mastiwala.in

Customer Support Email:
mastiwalamart@gmail.com

Please include your full name, registered contact details, and order number in every cancellation request.

Thank you for shopping with Mastiwala.in