Cancellation & Refund Policy
Effective date: 2026-08-20 Last updated: 20 August 2026
This page covers cancelling an order and how refunds work. If you have already received your order and want to send something back, see our Returns & Exchanges policy instead.
Cancelling before dispatch
You can cancel an order at any time before it is dispatched, and we will refund you in full.
To cancel, contact us as soon as you can:
- Email support@xevanya.com
- Phone +91 8209541864 during Monday to Saturday, 10:00 AM – 6:00 PM IST (excluding public holidays)
There is no cancel button on the website — a person handles every cancellation so that we can stop the parcel and confirm it back to you. Please include your order number.
We will always try to stop an order you have asked to cancel. Once packing and handover to the courier have begun we may not be able to, and we will tell you honestly if that is the case.
After dispatch
Once an order has been dispatched it cannot be cancelled. You can still refuse or return it under our Returns & Exchanges policy after delivery.
Cancelling a duplicate order
If you accidentally placed the same order twice, tell us and we will cancel one and refund it in full, provided it has not yet been dispatched.
When we cancel an order
Occasionally we have to cancel. If we do, you get a full refund and an explanation. This happens when an item is unavailable, when there was a genuine and obvious pricing or system error, when we cannot verify the delivery address, or where we reasonably suspect fraud or abuse.
Refund timelines
Once a cancellation is approved, we initiate the refund within 1 to 3 working days. For refunds after a return, see the Returns policy.
Refunds go back to the original payment method you used.
There are two separate stages, and it helps to know both:
- Our part — we initiate the refund within the working days stated above.
- Your bank or payment provider's part — it may then take up to a further
10 working days for the money to appear, depending on the method and provider. That leg is not something we control.
If the money has not reached you after that, contact us with your order number and we will chase it with the payment provider.
If a payment failed but you were charged
Sometimes a payment fails at checkout while the amount is still debited. This is normally reversed automatically by your bank or the payment provider, often within a few working days and in some cases up to 10 working days.
If it has not been reversed, contact us with the date, amount and payment reference and we will take it up with Razorpay on your behalf.
Cash on Delivery
Cash on Delivery is not offered at present, so no COD cancellation charges apply.
If you are not satisfied
If a reply from our support team has not resolved your concern, you may escalate it to our Grievance Officer, to be updated (Proprietor / Grievance Officer), at legal@xevanya.com. We acknowledge grievances within 48 hours and work to resolve them within one month of receipt.
Nothing in this policy takes away any right or remedy available to you under the Consumer Protection Act, 2019 or any other applicable Indian law, including your right to approach a consumer forum.
How to reach us
- Email: support@xevanya.com
- Phone: +91 8209541864
- Support hours: Monday to Saturday, 10:00 AM – 6:00 PM IST (excluding public holidays)
- Seller: Xevanya (Sole Proprietorship)
- Registered address: Didawata Madhorajpura Jaipur Pin 303006, Jaipur, Rajasthan, 303006, India
We aim to reply to every message within one working day.