Effective Date: July 26, 2025
1. Eligibility for Cancellation
You may request cancellation of your order at any time prior to its processing and shipment without incurring any fees or penalties. Once the order has entered the processing stage—meaning the item(s) have been packaged, labeled, or handed over to the logistics partner (Shipway)—cancellation is no longer possible. After shipment, orders must be addressed through the return’s procedure instead. Timely cancellation requests help us manage inventory efficiently and minimize logistical complications. We urge customers to notify us as soon as possible if cancellation is needed, providing order details. This ensures prompt handling and maximizes the chance of successful cancellation.
2. How to Request a cancellation
To cancel an order, please contact our customer service team promptly via email at info@poojasilver.com or by calling +91 99462 60925. Include your order number, full name, and a brief reason for the cancellation. Early contact is critical because processing proceeds quickly. Our representatives will acknowledge your request within 24 business hours and confirm whether the order can still be canceled. Clear communication expedites the process and reduces potential delays. Requests made after shipment cannot be canceled and must be handled under the return policy.
3. Processing Time and Approval
Upon receiving a cancellation request, our team reviews the order status immediately. If the order has not progressed beyond the processing phase, cancellation will be approved and the fulfillment process halted. You will be notified of the approval and refund procedure. If the order is already shipped, we will inform you that cancellation isn’t feasible and guide you to initiate a return post-delivery. Typically, we respond within one business day to keep you updated without unnecessary waiting. Transparent communication ensures clarity on order status and options available.
4. Refunds for Cancelled Orders
For cancellations approved before shipment, the payment amount will be refunded fully. Refunds are made to the original payment source unless otherwise agreed (e.g., store credit). The time taken to reflect in your account depends on the payment gateway and your bank, usually between 7 and 10 business days. We strive to initiate refunds promptly after cancellation confirmation, but external financial institution processing times are beyond our control. Detailed communication will be provided about the expected timeline. This process ensures your funds are returned efficiently and securely.
5. Cancellation by Pooja Silver Online
We reserve the right to cancel any order at our discretion if issues arise, including but not limited to: unavailability of stock, discrepancies in pricing or product information, detected fraudulent or suspicious activity, or payment failures. In such cases, you will receive prompt notification explaining the situation and assurance of a full refund where payment has been received. Our priority is transparent and fair customer communication, minimizing inconvenience if cancellation occurs from our side.
6. Exceptions and Non-Eligible Orders
Orders for custom-made, engraved, or personalized products may lose cancellation privileges once production has commenced, due to the bespoke nature of the items. Similarly, orders that have already shipped or been delivered cannot be canceled. If these orders must be changed or canceled after shipment, our Return and Refund Policy will apply instead. Customers are encouraged to confirm details carefully before placement when ordering customized products to avoid inconvenience. We highlight these exceptions explicitly to ensure clear expectations.
7. Communication and Assistance
Our customer support team is available to assist throughout the cancellation process. Should you have questions or face difficulties while attempting to cancel an order, please reach out to us via email or phone. We strive to provide timely, courteous, and helpful assistance, ensuring you understand the status and next steps. Clear and open communication helps us serve you better and resolve any concerns promptly. Your satisfaction and convenience remain our highest priority.
