Order Cancellation Policy

At Alokha, we understand that sometimes you may need to cancel an order. Our cancellation policy is designed to be fair and transparent for both customers and our partner stores.

1. When Can You Cancel?

• Before Dispatch: Orders can be cancelled anytime before the seller dispatches the order
• After Dispatch: Once order is dispatched, cancellation may not be possible. Contact support for assistance
• Prepaid Orders: Full refund for prepaid orders cancelled before dispatch
• COD Orders: No charges for COD orders cancelled before dispatch

2. How to Cancel an Order

Follow these simple steps to cancel your order:

• Open Alokha App and go to "My Orders"
• Select the order you wish to cancel
• Click on "Cancel Order" button
• Select reason for cancellation from dropdown menu
• Confirm cancellation
• You will receive confirmation via SMS/App notification

Note: If "Cancel Order" button is not visible, it means the order has already been processed for dispatch.

3. Refund Process for Cancelled Orders

• Alokha Wallet Payments: Instant refund to wallet (within 15 minutes)
• UPI Payments: Refund within 24-48 hours to original UPI account
• Credit/Debit Cards: 5-7 business days to original card
• Net Banking: 3-5 business days to original bank account
• Cash on Delivery: No refund needed as payment not collected

4. Cancellation Charges

Order Stage	Cancellation Charges	Refund Amount
Before Processing	No charges	100% refund
Processing Stage	No charges	100% refund
After Dispatch	Shipping charges may apply	Product cost minus shipping
Out for Delivery	Cannot be cancelled	Return/Refund policy applies

5. Partial Order Cancellation

For orders with multiple items, you can cancel specific items if:

• The item hasn't been packed/dispatched
• Other items in the order can still be delivered
• Partial cancellation may affect free shipping eligibility

6. Store-Initiated Cancellations

In rare cases, stores may cancel orders due to:

• Product unavailability
• Pricing errors
• Delivery area restrictions
• Quality concerns

In such cases, you will receive full refund immediately and may receive a coupon as apology.

7. Automatic Cancellations

Orders may be automatically cancelled if:

• Payment fails or is declined
• Delivery address is incorrect/incomplete
• Contact number is unreachable for 3 consecutive attempts
• Order not confirmed within 24 hours (for certain products)

8. Time Limits for Cancellation

• Standard Products: Can be cancelled until order is "Out for Delivery"
• Pre-order Items: Can be cancelled until stock allocation
• Customized Products: Cannot be cancelled once production begins
• Perishable Goods: Can be cancelled until packing begins

9. Cancellation Reasons (For Your Convenience)

When cancelling, you can select from these predefined reasons:

• Change of mind
• Found better price elsewhere
• Item no longer needed
• Delivery time too long
• Ordered by mistake
• Payment issues
• Other (specify)

10. Need Help with Cancellation?

If you're unable to cancel through the app or have questions:

• Email: support@alokha.com
• Phone: +91-98765-43210 (10 AM - 7 PM)
• WhatsApp: +91-98765-43210
• In-app Chat: Go to Help & Support section

Provide your Order ID and registered mobile number for faster resolution.