Last updated: 5 September 2026
This Cancellation Policy explains when a ZOLANI order may be cancelled, what happens if fulfilment has already started, how payment reversals are handled and when ZOLANI may cancel an order. It is designed to prevent inventory and courier waste while giving customers a clear route to correct genuine mistakes before dispatch. It should be read with our Terms & Conditions, Shipping Policy, Return Policy and Privacy Policy. Mandatory consumer rights under applicable law are not limited by this policy.
1. Customer cancellation before fulfilment
A customer may request cancellation while an order is still in a cancellable processing stage. If a self-service cancellation button is available in My Account, use that option. Otherwise email contact@zolani.store immediately with the order number and the cancellation request. We will check the actual fulfilment status. A request is not guaranteed until it is confirmed because warehouse processing can begin soon after order placement.
2. Packed or dispatched orders
Once an order has been packed, manifested, handed to the courier or otherwise entered an irreversible fulfilment stage, cancellation may no longer be operationally possible. If the parcel has already shipped, do not simply refuse delivery unless our support team advises that refusal is the appropriate route, because refusal can create avoidable return-to-origin charges and delays. If the product is eligible for a return after delivery, the Return Policy will govern that process.
3. Address or size changes
A request to change size, colour, product or delivery address is not always equivalent to cancellation. If the order has not entered packing, we may be able to update details or cancel the affected line so a new order can be placed. After packing starts, edits may be technically unavailable. For address errors, contact us immediately. We cannot guarantee courier rerouting after dispatch.
4. Prepaid-order refunds after cancellation
When a prepaid order is successfully cancelled before fulfilment, we will initiate the eligible refund to the original payment method. Banks, card networks, UPI providers and payment gateways control the final posting time. A cancellation confirmation means our store has accepted the cancellation; the financial credit may appear later according to the provider’s settlement process. We may provide a payment reference where available.
5. COD cancellations
COD orders do not require a payment refund if no money has been collected, but they still consume reserved stock, warehouse labour and courier capacity. Please cancel promptly instead of waiting to refuse the parcel. We may use phone or OTP confirmation before dispatch. Repeated confirmed COD orders that are refused or left undelivered may result in COD being disabled for the relevant account, phone, address or household, and future orders may require prepaid payment.
6. ZOLANI cancellation for stock unavailability
Although we maintain inventory controls, synchronization errors, damaged stock, quality-control rejection or simultaneous demand can occasionally make an item unavailable after order placement. We may cancel the unavailable item or, where appropriate, offer an alternative. If a prepaid item is cancelled for stock reasons, the corresponding amount will be refunded. We are not obligated to substitute a different product without customer agreement.
7. Pricing and technical errors
If a product is listed at an obviously incorrect price because of a technical, feed, tax, currency or data-entry error, we may cancel the affected order before fulfilment and refund any amount received, or contact the customer with the correct price and ask whether they wish to proceed. This clause is for genuine and obvious errors, not routine post-purchase price changes. We do not cancel accepted orders merely because a later promotion offers a different price.
8. Fraud and risk verification
We may pause or cancel an order where payment information, account behaviour, delivery details, device activity, coupon use or order patterns create a reasonable fraud or abuse concern. We may request OTP, identity or transaction verification proportional to the risk. If verification is not completed or the risk cannot be reasonably resolved, we may cancel the order and process any required refund. We do not use fraud controls to discriminate unlawfully or avoid legitimate orders.
9. Promotion misuse
Promotions are subject to their stated conditions. If an order exploits a software bug, duplicate coupon, unauthorized employee code, manipulated referral, automated bulk checkout or another clear promotional error, we may cancel the affected order or remove the improper benefit before dispatch, provided the correction is consistent with the published offer and applicable law. Genuine customers who reasonably relied on a normal public promotion will be treated fairly.
10. Purchase limits and resale
We may cancel quantities exceeding a published or reasonable purchase limit, particularly for limited releases, high-demand items or suspected unauthorized resale. Limits may apply by account, payment method, phone number, address or household. If only part of an order exceeds the limit, we may fulfil the permitted quantity and cancel the excess. Any prepaid amount for cancelled units will be refunded.
11. Serviceability and courier restrictions
An order may be cancelled if the delivery pincode becomes non-serviceable, a courier refuses the parcel type, a remote-area restriction applies or the address cannot be reasonably served. Where possible, we may contact the customer for an alternative serviceable address before cancelling. If a prepaid order cannot be delivered due to serviceability before dispatch, the eligible amount will be refunded.
12. Force majeure
Events outside reasonable control can prevent or materially delay fulfilment. Examples include severe weather, flood, fire, government restrictions, public disorder, transport shutdown, labour disruption, epidemic, war, natural disaster or major technology outage. If fulfilment becomes impractical for an extended period, we may cancel the affected order and refund the amount received for unfulfilled goods. We will use reasonable efforts to communicate material disruptions.
13. Partial cancellation
Where an order contains several items, cancellation may apply to one item while the remaining items continue. Shipping or promotional calculations may be adjusted only where the original offer terms clearly allow recalculation and the adjustment is lawful. If cancelling one item makes another product ineligible for a bundle price, we may contact the customer before making a material change that requires a new payment decision.
14. Coupon restoration
A coupon used on a cancelled order is not automatically guaranteed to be reissued. Public coupons may still be used if they remain valid and their conditions are met. Single-use or limited coupons may be restored at our discretion when the order was cancelled by ZOLANI for stock or technical reasons, subject to system capability. Coupons have no cash value unless a law specifically requires otherwise.
15. Gift cards and store credit
Where a purchase is paid using store credit or a gift card, an approved cancellation may return the eligible amount to the same balance rather than cash. If an order uses a combination of store credit and an external payment method, the refund may be allocated back across those methods in the proportions recorded by the system. Promotional credit that was granted without payment may be subject to separate expiry or reversal terms disclosed when issued.
16. Cancellation versus return
Cancellation applies before fulfilment is completed; a return applies after delivery. Once a parcel is delivered, the Return Policy generally controls. A customer should not create a false damage claim simply because a cancellation window has passed. Genuine defects, wrong items and materially misdescribed products remain eligible for the remedies provided by law and our Return Policy.
17. Refund deductions
A correctly completed pre-dispatch cancellation ordinarily does not attract a product-restocking deduction. However, where a customer specifically requests cancellation after a paid non-recoverable service has already been performed, or where an RTO is caused by refusal after dispatch, reasonable shipping or service costs may be handled under the Shipping and Return Policies where legally permitted and clearly disclosed. We will not impose hidden or arbitrary cancellation penalties.
18. Chargebacks
If you believe a refund is missing, contact us before filing a chargeback so we can provide the payment reference and investigate. A chargeback filed while an authorized refund is already processing can delay reconciliation. Customers retain the right to raise a genuine payment dispute, and nothing here prevents lawful use of a bank or card dispute process. Deliberately false chargebacks may be investigated as abuse.
19. Records and communications
Cancellation requests and status changes may be recorded in the order system for customer support, fraud prevention and accounting. Transactional communications may be sent by email, SMS or another enabled channel. If a customer opted in to WhatsApp order support, we may use WhatsApp for an order-related clarification. Privacy practices are described in the Privacy Policy.
20. Contact and complaints
To request cancellation, email contact@zolani.store with the order number and the request as early as possible. Our business contact location for website purposes is Surat, Gujarat, India. If a cancellation or refund dispute remains unresolved, provide the payment reference, order details and relevant communication so it can be reviewed. Any store restriction in this policy is subject to mandatory rights available under applicable Indian consumer-protection law.