CANCELLATION POLICY

Last updated: 12 September 2026

This Cancellation Policy explains when and how an order placed through https://bombayjewelleryhp.com may be cancelled.

The website is operated by Bombay Jewellery and Cosmetics, under the brand name Bombay Jewellery.

1. CANCELLATION BEFORE DISPATCH

A customer may request cancellation of a standard, non-customized order before it is dispatched.

A cancellation request must be submitted as soon as possible through:

Email: care@bombayjewelleryhp.com
Phone/WhatsApp: +91 78278 00726

The request should include:

• Customer’s full name;
• Order number;
• Registered phone number or email address;
• Product or products to be cancelled;
• Reason for cancellation; and
• Payment reference where relevant.

A cancellation request is not effective until it is reviewed and confirmed by us.

2. CANCELLATION CUT-OFF

An order can be cancelled only before dispatch, unless:

• The order is for a customized or personalized product and work has already begun;
• The product was specially sourced for the customer;
• Another product-specific restriction was clearly disclosed before purchase; or
• Cancellation is otherwise restricted by applicable law.

An order will be considered dispatched when:

• It has been handed over to the courier;
• A pickup scan has been recorded;
• Shipping or tracking information confirms movement; or
• Dispatch has otherwise been completed.

Generation of a shipping label alone may not always mean that the parcel has physically left our possession. We will verify the actual status before deciding a cancellation request.

3. HOW TO SUBMIT A CANCELLATION REQUEST

Customers should contact us immediately using the details below:

Email: care@bombayjewelleryhp.com
Phone/WhatsApp: +91 78278 00726

The email subject or WhatsApp message should preferably state:

Cancellation Request – Order Number

Customer-care operating hours, response time and technical delays may affect how quickly a request is reviewed. Customers should therefore not wait until the expected dispatch time.

Submitting a message does not automatically cancel an order.

4. CANCELLATION CONFIRMATION

After reviewing the request, we may:

• Confirm full cancellation;
• Confirm cancellation of selected products;
• Inform the customer that the order has already been dispatched;
• Inform the customer that customization work has begun;
• Request additional verification; or
• Explain why cancellation cannot be approved.

A cancellation is complete only after we send confirmation through email, WhatsApp, SMS, telephone or another recorded communication channel.

5. PREPAID ORDER CANCELLATION

If an eligible prepaid order is cancelled before dispatch, the amount received for the cancelled order or product will be refunded to the original payment method.

We will not deduct a payment-gateway charge from an approved pre-dispatch prepaid cancellation.

The refund may include:

• Cancelled product value;
• Applicable GST collected on the cancelled product;
• COD fee, if mistakenly charged on a prepaid transaction; and
• Any other amount that must legally be refunded.

A promotional benefit with no monetary amount paid by the customer does not create a separate cash-refund entitlement.

6. REFUND TIMELINE FOR CANCELLED PREPAID ORDERS

An approved cancellation refund will generally be initiated within 5–7 business days after cancellation is confirmed.

Once initiated, the customer’s bank, UPI provider, card network, Razorpay or another payment provider may require additional time to credit the amount.

The time at which the refund appears in the customer’s account is controlled partly by the payment provider or bank.

7. ORIGINAL PAYMENT METHOD

A prepaid cancellation refund will be issued only to the original payment method used for the transaction.

We will not ordinarily redirect a prepaid refund to:

• A different bank account;
• Another card;
• Another UPI ID;
• A third party; or
• Cash.

If the original payment method is inactive or technically unable to accept the refund, the customer should contact the relevant bank or payment provider. We will assist according to the payment provider’s permitted process.

8. CASH ON DELIVERY ORDER CANCELLATION

An eligible COD order may be cancelled before dispatch without a product refund because no product payment has yet been received.

A COD fee will not be payable where the order is successfully cancelled before dispatch.

We may contact the customer to verify a COD cancellation and prevent unauthorized cancellation by another person.

Repeated placement and cancellation of COD orders may result in:

• Additional order verification;
• COD restrictions;
• Advance-payment requirements; or
• Cancellation of future suspicious orders.

Such measures will be applied only where reasonably necessary to prevent misuse or loss.

9. PARTIAL CANCELLATION

A customer may request cancellation of one or more products from an order before dispatch.

Partial cancellation depends on:

• Whether the order has entered packing;
• Whether the shipment can still be modified;
• Whether the products form part of a bundle;
• Whether a promotional condition will be affected;
• Whether customization has begun; and
• Whether the order has already been dispatched.

If partial cancellation is approved, the eligible amount for the cancelled product will be refunded to the original payment method.

10. BUNDLES, DISCOUNTS AND PROMOTIONAL OFFERS

Where a cancelled product formed part of a bundle, quantity discount, coupon or promotional offer, the remaining order may no longer qualify for that benefit.

We may recalculate the remaining order according to the promotional terms disclosed at purchase.

Before completing a partial cancellation, we may inform the customer of:

• Revised order value;
• Revised discount;
• Loss of a complimentary product;
• Change in offer eligibility; or
• Any amount still payable.

A promotional adjustment will not be made in a misleading or unfair manner.

11. CUSTOMIZED OR PERSONALIZED ORDERS

Customized or personalized products cannot ordinarily be cancelled after customization, production, engraving, resizing, alteration, assembly or special procurement has begun.

Customized products may include jewellery:

• Made to specific measurements;
• Engraved with a name, date or initials;
• Altered to a selected size;
• Produced in a chosen colour or design;
• Assembled according to customer instructions; or
• Specially sourced for a customer.

A customized order may be cancelled before work begins if we confirm that no customization or special procurement has started.

If customization work has begun, we may refuse cancellation because the product may not reasonably be resold.

This restriction does not remove an eligible remedy where the delivered product is damaged, defective, incorrectly supplied or materially different from the confirmed customization instructions.

12. SALE, DISCOUNTED AND CLEARANCE ORDERS

A sale, discounted or clearance order may be cancelled before dispatch unless:

• The product is customized;
• Work or special procurement has begun;
• The product has already been dispatched; or
• A lawful product-specific restriction was clearly disclosed before purchase.

After delivery, sale, discounted and clearance products are generally non-returnable except where damaged, defective, incorrectly supplied or materially misdescribed.

13. CANCELLATION AFTER DISPATCH

An order cannot be cancelled after dispatch.

If the customer no longer wants a dispatched order, refusing delivery will not convert the matter into an approved cancellation.

A dispatched order will be governed by:

• Shipping and Delivery Policy;
• Return, Exchange and Refund Policy;
• Product-specific eligibility conditions; and
• Applicable consumer law.

Change-of-mind or dislike returns are not accepted after delivery.

14. REFUSAL OF A DISPATCHED ORDER

Customers should not refuse a dispatched order merely because:

• They changed their mind;
• They found another product;
• They are temporarily unavailable;
• They no longer want to pay for a COD order; or
• They failed to request cancellation before dispatch.

If a customer refuses an order without a verified valid reason, the shipment may be returned to origin.

The customer may be required to pay applicable:

• Original shipping cost incurred by us;
• Return-to-origin charge;
• Re-delivery charge; and
• COD-related charge

before the order is resent.

15. VISIBLY DAMAGED OR TAMPERED PARCEL

A customer may refuse a parcel that appears visibly opened, severely damaged or materially tampered with.

The customer should:

• Photograph or record the parcel;
• Ensure the shipping label is visible;
• Inform the courier of the reason for refusal;
• Avoid accepting or opening the parcel where appropriate; and
• Contact us immediately.

A refusal based on a genuinely tampered parcel will be investigated with the courier and will not be treated in the same way as an unjustified customer refusal.

Minor dents or ordinary transit marks on the outer packaging do not necessarily mean that the product is damaged.

16. FAILED OR UNDELIVERED COD ORDER

A COD order may be returned to us if:

• The customer refuses delivery;
• The recipient is repeatedly unavailable;
• COD payment is not made;
• The phone number is unreachable;
• The delivery address is incomplete or incorrect; or
• Delivery fails for another customer-related reason.

Before we resend such an order, the customer may be required to:

• Confirm the complete delivery address;
• Confirm availability to receive the parcel;
• Pay the applicable shipping or RTO charges;
• Pay applicable COD and re-delivery charges; or
• Pay the full order value in advance.

Repeated refusal or non-delivery may result in COD being disabled for future orders.

17. ADDRESS CHANGE INSTEAD OF CANCELLATION

A customer may request an address correction before dispatch.

An address change is not guaranteed and becomes effective only after we confirm it.

A request involving a different:

• City;
• State;
• Postal code; or
• Courier serviceability zone

may require cancellation of the original order and placement of a new order.

After dispatch, an address change may not be possible and may result in delay or additional courier charges.

18. CUSTOMER-REQUESTED ORDER MODIFICATION

Requests to change:

• Product;
• Colour;
• Size;
• Quantity;
• Payment method;
• Customization details; or
• Delivery address

must be submitted before dispatch or before customization work begins.

A modification request is subject to:

• Product availability;
• Price difference;
• Payment verification;
• Processing status;
• Courier status; and
• Our confirmation.

If the requested modification cannot be completed, the customer may request cancellation if the order remains eligible.

19. CANCELLATION BY BOMBAY JEWELLERY

We may cancel an order before dispatch for a legitimate reason, including:

• Product unavailability;
• Incorrect website information;
• Obvious pricing or technical error;
• Failed or unverified payment;
• Incomplete delivery information;
• Unserviceable location;
• Suspected fraud or unauthorized payment;
• Unusually high or commercially unreasonable quantity;
• Inability to confirm a COD order;
• Legal or regulatory restriction; or
• An event beyond our reasonable control.

Where possible, we will inform the customer of the cancellation.

20. REFUND FOLLOWING SELLER CANCELLATION

If we cancel a prepaid order, the amount received for the cancelled product or order will be refunded to the original payment method.

No payment-gateway charge will be deducted from a refund arising from our cancellation.

Where only part of an order is cancelled, the remaining products may continue to be processed after any necessary promotional recalculation is communicated.

21. PRODUCT UNAVAILABILITY

If an ordered product becomes unavailable, we may offer:

• A later dispatch date;
• An alternative product;
• Partial cancellation;
• Complete cancellation; or
• Refund of the unavailable product’s eligible value.

The customer is not required to accept an alternative product or materially delayed fulfilment.

We will not substitute a materially different product without the customer’s agreement.

22. PRICING OR TECHNICAL ERRORS

We may cancel an order affected by an obvious pricing, tax, stock or technical error before dispatch.

Where appropriate, we may contact the customer and offer the option to proceed at the correct price.

The customer is not required to accept the corrected price.

If the order is cancelled after successful payment, the amount received will be refunded to the original payment method.

23. DUPLICATE ORDERS

If a customer accidentally places a duplicate order, the customer should contact us immediately.

A duplicate order may be cancelled if it has not been dispatched and is otherwise eligible.

We may contact the customer where two or more orders appear to be accidental duplicates, but we are not responsible for assuming that similar orders were placed unintentionally.

24. PAYMENT DEBITED BUT ORDER NOT CONFIRMED

If payment is debited but no order confirmation is received, the customer should not immediately assume that the order was cancelled.

The customer should contact us with:

• Name;
• Phone number or email;
• Transaction reference;
• Payment date;
• Amount; and
• Screenshot or proof of debit.

If the transaction is unsuccessful, the payment provider or bank may automatically reverse the amount.

If we receive and verify the payment, we may confirm the order or process an appropriate refund.

25. FRAUDULENT OR UNAUTHORIZED CANCELLATION REQUESTS

We may request verification before cancelling an order, particularly where:

• The request comes from an unregistered number or email;
• The order value is significant;
• Refund details appear inconsistent;
• Unauthorized access is suspected; or
• Another person claims to act for the customer.

Verification may include confirmation through the registered contact details or reasonable order information.

Customers should immediately report suspected unauthorized account activity.

26. CANCELLATION STATUS

Customers may request the status of a cancellation by contacting:

Email: care@bombayjewelleryhp.com
Phone/WhatsApp: +91 78278 00726

Please provide the order number and registered contact details.

If a refund has been initiated, we may provide an available refund or transaction reference.

27. CUSTOMER BANKING SAFETY

We will never require the following information to cancel an order or process a refund:

• OTP;
• UPI PIN;
• ATM PIN;
• Card PIN;
• CVV;
• Online-banking password; or
• Complete card credentials.

Customers should not send these details to anyone claiming to represent Bombay Jewellery.

28. STATUTORY RIGHTS

Nothing in this Cancellation Policy excludes, restricts or replaces a consumer right or remedy that cannot legally be excluded under Indian law.

Where this Policy conflicts with a mandatory legal requirement, the mandatory requirement will prevail.

29. POLICY CHANGES

We may update this Policy to reflect operational, payment, courier, legal or regulatory changes.

The revised Policy will be published on the website with an updated revision date.

Changes will apply prospectively and will not unfairly affect a cancellation already confirmed.

30. CONTACT INFORMATION

Bombay Jewellery and Cosmetics
Brand: Bombay Jewellery
Proprietor: Mr. Vikas Gupta
GSTIN: 02DJAPG5753C1ZT
Address: 1st Floor, Kamaksha Komplex, Cinema Chowk, Bhojpur, Sundernagar, Mandi, Himachal Pradesh – 175002
Website: https://bombayjewelleryhp.com
Email: care@bombayjewelleryhp.com
Phone/WhatsApp: +91 78278 00726

For formal escalation:

Grievance Officer: Mrs. Minkal Gupta
Email: minkalg04@gmail.com
Phone: +91 90150 00814