At CraftAtoz.in, we aim to make every shopping experience smooth, trustworthy, and customerfriendly. We understand that sometimes you may need to modify or cancel your order — and we’re here to make the process easy.
Our Cancellation Policy explains the conditions and timelines for cancelling an order, refund eligibility, and how the process works. Whether you’ve ordered handcrafted furniture, décor items, or custom-made gifts, our cancellation terms ensure fairness for both customers and artisans.
This policy is in accordance with Indian eCommerce consumer protection laws and reflects
our core values of transparency, trust, and customer satisfaction.
1. Overview
CraftAtoz.in allows customers to cancel orders within a specified timeframe before the product is
dispatched.
Once an order enters the shipping stage, it cannot be cancelled as it has already been handed over
to our courier partner or artisan workshop.
This policy applies to all orders placed through:
- The official website (www.craftatoz.in)
- Official mobile app (if applicable)
- Verified customer support channels
2.Order Cancellation Eligibility
You may request cancellation in the following cases:
1. Before Dispatch:
When you register, place an order, or contact us, we may collect:
- Orders can be cancelled within 24 hours of placing them or before dispatch, whichever is earlier.
- No cancellation fees will apply during this stage
2. After Dispatch:
- Once your product is shipped, cancellations are not possible.
- You can, however, initiate a Return Request after delivery through our Return & Refund Policy.
3. Custom-Made or Personalized Orders:
- For made-to-order items (e.g., customized furniture, name plaques, or engraved décor), cancellations are not permitted once production has started.
- However, you can contact our team within 12 hours of placing the order for possible changes, subject to feasibility.
3. How to Request Cancellation
To cancel your order, please follow these simple steps:
a) Online (Recommended):
- Log in to your CraftAtoz account.
- Go to “My Orders” → select the order you wish to cancel.
- Click “Cancel Order” and provide the reason.
- You’ll receive a confirmation email once the request is processed.
b) Via Customer Support:
Email us at support@craftatoz.in with:
- Order ID
- Registered Email / Mobile Number
- Reason for cancellation
Our support team will review and confirm within 24 working hours.
4. Cancellation Charges
CraftAtoz aims to provide zero cancellation charges for eligible cancellations.
However, certain cases may involve small deductions:
| Scenario | Cancellation Charge |
|---|---|
| Cancel within 24 hours (before processing) | ₹0 |
| Cancel after processing but before dispatch | Up to ₹100 (handling fee) |
| Custom / Made-to-order item (after production start) | Non-cancellable |
5. Refund on Cancellations
If you have prepaid using a credit card, debit card, UPI, or wallet:
- Refunds will be processed within 7–10 business days from approval of cancellation.
- Refunds are issued via the same payment method used during purchase.
- You’ll receive an email or SMS confirmation once the refund is processed.
For Cash on Delivery (COD) orders:
- Refunds are not applicable since payment isn’t received in advance.
- You can simply refuse delivery at the doorstep if you wish to cancel after dispatch.
6.Non-Cancellable Items
Certain categories cannot be cancelled once confirmed:
- Custom-made or personalized products
- Bulk orders placed for corporate gifting or events
- Items purchased during limited-time sales or discounts
- Gift cards or digital vouchers
These are made or reserved exclusively for you, and cancellation disrupts artisan workflow and resource allocation.
7. Modification of Orders
Need to modify an address, product size, or color instead of cancelling?
You can contact us within 12 hours of placing the order for small changes, provided production or dispatch hasn’t started.
Email us at support@craftatoz.in or call +91-8171063584 (Mon–Sat, 10 AM – 6 PM)
8. Cancellations by CraftAtoz
CraftAtoz reserves the right to cancel an order under special circumstances such as:
- Product out of stock or discontinued
- Payment verification failure
- Incorrect pricing or technical error
- Delivery area not serviceable
In such cases, you’ll be informed immediately, and a full refund will be initiated within 7–10 working days.
We always strive to ensure transparent communication and timely resolution.
9. Customer Rights & Support
We believe in empowering customers through fair policies. You have the right to:
✅ Cancel within the permitted time frame
✅ Receive refunds promptly after cancellation approval
✅ Contact support for order-related clarifications
All cancellation requests are treated with utmost priority to maintain trust and satisfaction.
10. Legal Compliance
This policy adheres to the Consumer Protection (E-Commerce) Rules, 2020 under the Consumer Protection Act, 2019 (India).
CraftAtoz ensures that all transactions, cancellations, and refunds are managed transparently in accordance with applicable Indian laws and ethical business practices.
FAQ
No. Once the order is dispatched, it cannot be cancelled. You can initiate a return after delivery as per our Return & Refund Policy.
Refunds are typically processed within 7–10 business days after cancellation confirmation.
Contact our support team within 12 hours for quick correction or cancellation before dispatch.
Since customized furniture and décor are made specifically for you, they are non-returnable and non-exchangeable, except for transit damage or quality issues
No charges apply if cancelled within 24 hours or before processing. Minor handling fees may apply afterward.