Cancellation Policy

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

Cancellation requests should be submitted as soon as possible through our customer-support contact details.

For clarity, dispatch is the final customer-cancellation cutoff.

Once an order has been dispatched, customer cancellation will not be available through the platform.

Customers may contact support if there is an exceptional circumstance, but acceptance of such a request is not guaranteed.

If a cancellation request is accepted before dispatch, the applicable refund will be initiated to the original payment method used for the order.

The refund amount may take approximately 7–15 business days to reflect in the customer's account, depending on the relevant bank, card issuer, UPI provider or payment gateway.

Divya Dhenu does not guarantee a fixed refund-crediting timeline.

If Cash on Delivery is offered, COD orders may be cancelled before dispatch according to the applicable order status and cancellation rules.

Since no online payment has been collected for an unpaid COD order, no refund is applicable to the unpaid COD amount.

If a customer has used Divya Dhenu Wallet balance while placing an order and the order is successfully cancelled before dispatch, the applicable wallet amount used for that order will be restored to the customer's Divya Dhenu Wallet, subject to the applicable transaction records.

Divya Dhenu may cancel an order where:

• a product is unavailable;
• an order cannot reasonably be fulfilled;
• a payment or verification issue is identified; or
• another valid operational reason requires cancellation.

If Divya Dhenu cancels a prepaid order and a refund is due, the applicable amount will normally be refunded to the original payment method, subject to payment-provider processing.

The refund amount may take approximately 7–15 business days to reflect in the customer's account, depending on the relevant bank, card issuer, UPI provider or payment gateway.

Orders may be delayed or cancelled where essential information such as the delivery address, PIN code or contact number is incomplete or incorrect and cannot reasonably be verified.

Once a cancellation is successfully processed, the customer may see the cancelled status in the order details.

For eligible prepaid orders, the applicable refund process may be initiated after cancellation. The refund amount may take approximately 7–15 business days to reflect in the customer's account, depending on the relevant bank, card issuer, UPI provider or payment gateway.

Where applicable, the customer may also see the refund status in the order details. Possible refund statuses may include:

• Processing
• Completed
• Failed

The customer cancellation cutoff is dispatch.

Customers can cancel eligible orders before dispatch.

Once the order has been dispatched/shipped, customer cancellation through the platform is not available.

There is NO separate time-based cancellation window such as 2 hours, 12 hours, 24 hours, etc.

For cancellation requests or cancellation-related assistance, customers should contact Divya Dhenu using the official contact details provided on our Contact Us page.