Cancellation Policy

This Cancellation Policy outlines the terms and conditions for canceling orders, customizations, memberships, and rentals across NOTOXIC® Universe. Cancellation eligibility and refund terms vary based on order status and product type.

1. Order Cancellation Based on Status

Order cancellation eligibility and refund terms depend on the order status at the time of cancellation request. Cancellation is different from returns. Cancellation applies to orders that have not been delivered, while returns apply to delivered orders.

1.1 Pending/Unconfirmed Orders

Orders that have not been confirmed or are pending payment can be canceled immediately:

Full Refund: 100% refund to original payment method
No Fees: No cancellation or processing fees
Instant Processing: Refund processed immediately upon cancellation
Payment Not Captured: If payment was not yet captured, no charge will be made

1.2 Confirmed Orders (Not Yet Processed)

Orders confirmed but not yet processed (typically within 24 hours of order placement, before inventory allocation or production begins):

Full Refund: 100% refund of order value
Processing Fee: ₹99 cancellation fee applies (deducted from refund)
Refund Timeline: 5-7 business days to original payment method
Cut-Off Time: Cancellation must be requested before order enters processing status

1.3 Processing Orders

Orders that have entered processing (inventory allocated, production started, or quality check initiated) may be canceled subject to:

Time Limit: Cancellation request must be submitted within 48 hours of order confirmation (for standard orders)
Refund Calculation: Refund amount depends on:
- Production progress and costs incurred
- Materials used or allocated
- Labor costs for work completed
- Inventory allocation costs
Fees: Processing fee (₹99) and cancellation fee (up to 20% of order value) may apply
Partial Refund: Refund = Order Value - (Processing Costs + Fees)
Approval Required: Processing order cancellations require approval (typically 24-48 hours)

1.4 Dispatched/Shipped Orders

Once an order is dispatched or shipped, cancellation is not possible:

No Cancellation: Orders cannot be canceled after dispatch
Return Option: You may return the product per our Return, Refund & Replacement Policy (within 7 days of delivery)
Refuse Delivery: You may refuse delivery at the time of delivery (order will be returned to origin, refund processed after RTO)
RTO Charges: Return to origin (RTO) charges may apply if delivery is refused

1.5 Delivered Orders

Delivered orders cannot be canceled:

No Cancellation: Cancellation is not available for delivered orders
Return Option: Returns are subject to our Return, Refund & Replacement Policy (7-day return window)
Plan C Option: Used products may be eligible for Plan C circular economy program (see Returns Policy Section 9)

1.6 Cancellation by NOTOXIC® Universe

We reserve the right to cancel orders in the following circumstances:

Product unavailability or inventory issues
Pricing errors or technical glitches
Suspected fraud or payment issues
Violation of terms of service
Shipping restrictions or address verification failures
Force majeure events

If we cancel your order, you will receive a full refund (including shipping charges) to your original payment method within 5-7 business days.

2. Custom and Made-to-Order Products

Custom and made-to-order products have different cancellation terms than standard products due to the personalized nature and production requirements.

2.1 Custom Products (Design/Approval Phase)

Custom products can be canceled during the design/approval phase (before production begins):

Full Refund: 100% refund of order value
Design Consultation Fees: Design consultation fees (if applicable, typically ₹500-₹2,000) are non-refundable and deducted from refund
Refund Timeline: 5-7 business days to original payment method
Cut-Off: Cancellation must be requested before design approval and production initiation

2.2 Custom Products (Production Phase)

Once production has begun, custom products generally cannot be canceled. However, partial refunds may be considered on a case-by-case basis:

Case-by-Case Review: Each cancellation request is reviewed individually
Refund Calculation: Partial refund based on:
- Production progress (percentage completed)
- Material costs incurred
- Labor expenses for work completed
- Design and consultation fees (non-refundable)
Refund Formula: Refund = Order Value - (Design Fees + Material Costs + Labor Costs + 20% Cancellation Fee)
Approval Required: Production phase cancellations require management approval (3-5 business days)
No Guarantee: Partial refund is not guaranteed and depends on production stage and costs

2.3 Made-to-Order Products

Made-to-order products (not fully custom, but produced after order):

Before Production: Can be canceled with full refund minus ₹99 processing fee
During Production: Cancellation subject to partial refund based on production progress
After Production: Cannot be canceled (may be eligible for return if defective)

2.4 Corporate Custom Orders (B2B)

B2B custom orders are subject to cancellation terms specified in individual Corporate Supply Agreements. Standard terms (unless otherwise specified in agreement):

Before Production: 20% cancellation fee applies; 80% refund
During Production: No refund; payment required for work completed and materials used
After Production: No refund; full payment required
Design Phase: Design fees are non-refundable; remaining amount refunded if canceled before production

B2B cancellation requests must be submitted in writing and may require approval from authorized signatories. Contact your B2B account manager for cancellation procedures.

2.5 Personalized Products

Products with personalization (monograms, names, custom messages):

Before Personalization: Can be canceled with full refund minus ₹99 processing fee
After Personalization Begins: Cannot be canceled (personalization is non-reversible)
Exception: May be eligible for return if defective or incorrect personalization

3. Memberships

3.1 Membership Cancellation

You may cancel your membership at any time. Cancellation terms depend on membership tier and billing cycle:

Essential Tier: Cancel anytime; access continues until current billing period ends
Premium Tier: Cancel anytime; access continues until current billing period ends; unused credits expire per Membership Terms
Signature Tier: Cancel anytime; access continues until current billing period ends; annual commitments may have early termination fees

3.2 Auto-Renewal Cancellation

To prevent auto-renewal, cancel at least 7 days before your renewal date. Cancellation can be done through:

Account settings > Membership
Email request to [email protected]
Customer support

3.3 Membership Refunds

Membership fees are generally non-refundable. Refunds may be considered for:

Cancellation within 7 days of initial purchase (cooling-off period)
Technical issues preventing access to membership benefits
Service discontinuation by NOTOXIC® Universe

Unused credits and benefits expire upon cancellation. See Membership Terms for details.

4. Rental Services

4.1 Pre-Rental Cancellation

Rental reservations can be canceled before the rental period begins:

More than 48 hours before rental start: Full refund of rental fee; security deposit refunded immediately
24-48 hours before rental start: 50% refund of rental fee; security deposit refunded
Less than 24 hours before rental start: No refund of rental fee; security deposit refunded

4.2 Active Rental Cancellation

Once a rental period has begun, cancellation is not possible. Early return does not entitle you to a refund. You remain responsible for the full rental period and any applicable charges.

4.3 Rental-to-Purchase Conversion

If you decide to purchase a rented item, the rental fee may be applied toward the purchase price. Contact customer support for conversion terms.

For detailed rental terms, contact the legal team at [email protected].

5. Subscription Services

Subscription services (e.g., HeartQuench subscriptions, recurring product deliveries) can be canceled at any time with the following terms:

5.1 Subscription Cancellation

Cancel Anytime: Subscriptions can be canceled at any time through account settings or customer support
Current Period: Current subscription period continues until the end of the billing cycle (no immediate cancellation)
No Refunds: No refunds for unused portions of the current subscription period
Auto-Renewal: Auto-renewal stops immediately upon cancellation (no future charges)
Access: Subscription benefits and access continue until the end of the paid period

5.2 Subscription Cancellation Process

To cancel a subscription:

Log in to your account
Navigate to "Subscriptions" or "My Subscriptions"
Select the subscription to cancel
Click "Cancel Subscription"
Confirm cancellation (you may be asked for feedback)
Receive confirmation email

5.3 Pending Subscription Orders

If you cancel a subscription with pending orders:

Upcoming Deliveries: Pending subscription deliveries can be canceled if cancellation is requested before shipment
Shipped Orders: Already shipped subscription orders cannot be canceled (may be returned per return policy)
Refund: Refund for canceled pending deliveries processed within 5-7 business days

5.4 Subscription Reactivation

After canceling a subscription:

You can reactivate your subscription at any time
Reactivation restarts the subscription from the date of reactivation
Previous subscription benefits and pricing may not apply
New subscription terms and pricing will apply

6. How to Cancel

6.1 Online Cancellation

Log in to your account
Go to "My Orders" or "Membership" section
Select the item/service to cancel
Click "Cancel" and follow prompts
Confirm cancellation

6.2 Email Cancellation

Send cancellation request to [email protected] with:

Order number or membership details
Reason for cancellation
Account email address

6.3 Customer Support

Contact customer support for assistance with cancellations, especially for complex orders or customizations.

7. Refund Processing for Cancellations

Refunds for canceled orders are processed according to the cancellation terms and payment method used. Refund processing begins after cancellation approval.

7.1 Refund Methods and Timelines

Credit/Debit Cards: 7-10 business days after cancellation approval (includes bank processing time)
UPI: 3-5 business days after cancellation approval
Net Banking: 5-7 business days after cancellation approval
Wallets: 2-3 business days after cancellation approval
Cash on Delivery (COD): Bank transfer to registered account (5-7 business days after cancellation approval)
Store Credit/Wallet: 1-2 business days (instant for eligible cases)

7.2 Refund Amount Calculation

Refund amount depends on cancellation timing and order status:

Pending/Unconfirmed Orders: 100% refund (no fees)
Confirmed Orders (Not Processed): 100% refund minus ₹99 processing fee
Processing Orders: Partial refund = Order Value - (Processing Costs + Fees)
Custom Products (Design Phase): 100% refund minus design consultation fees
Custom Products (Production Phase): Case-by-case partial refund based on work completed

7.3 Deductions from Refund

The following may be deducted from refund amount:

Processing Fees: ₹99 for confirmed orders (not yet processed)
Cancellation Fees: Up to 20% for processing orders or custom products
Design Consultation Fees: For custom products (if design work has begun)
Production Costs: Material and labor costs for work completed (for processing orders)
Shipping Charges: Original shipping charges are typically refunded unless order was already shipped

7.4 Refund Confirmation

You will receive:

Email confirmation when cancellation is approved
Email notification when refund is processed
Refund details including amount, method, and expected timeline
Transaction reference number for tracking

7.5 Refund Delays

Refunds may be delayed due to:

Bank processing times (varies by bank and payment method)
Weekends and public holidays
Payment gateway processing delays
Account verification requirements (for COD orders)

8. Non-Cancelable Items and Exceptions

The following items, orders, or services cannot be canceled (exceptions noted):

8.1 Always Non-Cancelable

Shipped or Delivered Orders: Orders that have been dispatched or delivered cannot be canceled (return option available)
Gift Cards and Digital Products: Non-refundable and non-cancelable once purchased
Final Sale Items:Products marked as "Final Sale" or "Non-Cancelable" at time of purchase
Pre-Order Items (After Release): Pre-orders cannot be canceled after the product release date

8.2 Conditionally Non-Cancelable

Custom Products in Production: Generally non-cancelable, but partial refunds may be considered (see Section 2.2)
Active Rentals: Cannot be canceled once rental period has begun (see Section 4.2)
B2B Orders in Production: Subject to B2B agreement terms (see Section 2.4)
Personalized Products: Cannot be canceled after personalization begins (see Section 2.5)

8.3 Exceptions

Even non-cancelable items may be eligible for cancellation if:

Order was canceled by NOTOXIC® Universe (product unavailability, pricing error, etc.)
Technical error or system glitch caused the order
Fraudulent activity is detected
Force majeure events prevent fulfillment

8.4 Alternatives to Cancellation

If cancellation is not possible, consider these alternatives:

Returns: For delivered orders, use our return policy (7-day window)
Plan C: For used products, use Plan C circular economy program
Exchange: Request exchange for different size, color, or variant (subject to availability)
Store Credit: Request store credit instead of refund (if applicable)

9. Contact Us

For cancellation inquiries or assistance:

NOTOXIC® Universe
Email: [email protected]
Support Hours: Monday - Saturday, 10:00 AM - 6:00 PM IST