At OTWOO Cosmetics (otwoocosmetics.in), we work to dispatch your order quickly while still giving you a fair window to make changes if needed. This page explains how long you have to cancel or modify, how refunds work, and the exceptions.
1) Cancellation Window (Duration)
Standard orders: You may cancel within 12 hours of placing the order or before the order status shows “Packed/Ready to Ship/Dispatched,” whichever occurs first.
Same‑day/Express dispatch: If an item is marked for fast dispatch, cancellations are allowed within 2 hours during our working hours (Mon–Sat, 10:00–18:00 IST).
Pre‑orders/Backorders: Cancellable until allocation/processing begins (up to 48 hours) from order time. After allocation begins, cancellation isn’t possible.
After dispatch: Once shipped, cancellation isn’t possible. You may refer to our Returns & Exchange Policy after delivery (if eligible).
Tip: If you placed an order outside business hours, the 12‑hour window still applies, but packing might start early on the next business day.
2) Order Modifications (Address, Phone, Items)
Address/phone changes: Allowed within the same 12‑hour window or before the order is Packed/Ready to Ship, whichever is earlier.
Item edits (add/remove/variant change): Possible within 12 hours provided the order is not packed. Price differences (if any) will be charged/refunded accordingly.
Merging/Splitting orders: Possible only before packing and subject to system feasibility.
We’ll confirm by email/SMS once the cancellation/modification is completed. Requests received after the applicable window may not be possible.
4) Fees & Refunds
Within the allowed window: No cancellation fee. We’ll issue a full refund (including prepaid shipping charges).
Refund timeline:
UPI/Cards/Net‑banking:5–7 business days after cancellation confirmation.
Wallets/Pay‑later:24–72 hours (subject to provider timelines).
COD (Cash on Delivery): Refunded via bank transfer/UPI within 5–7 business days from when we receive your bank/UPI details.
Non‑refundable charges: Gift‑wrapping, gift card purchases, and convenience fees (if any) are not refundable.
5) COD‑Specific Rules
Order confirmation: We may require OTP/phone confirmation for COD orders. Unconfirmed COD orders may auto‑cancel after 24 hours.
Refusals at delivery: Refusing a confirmed COD parcel may lead to COD being disabled on your account. Re‑delivery or re‑shipping (if allowed) may require prepayment of shipping.
6) Exceptions (Non‑cancellable Items)
Personalized/limited‑edition items once processing begins.
Free gifts/complimentary items can’t be separately cancelled.
Bundles/combos: Partial cancellation isn’t allowed once packing has started; cancel the bundle as a whole within the window.
Final‑sale/clearance items marked non‑returnable/non‑cancellable on the product page.
7) Our Right to Cancel
We may cancel an order (with full refund for prepaid) due to payment issues, inventory inaccuracies, regulatory restrictions, courier serviceability constraints, or suspected fraud/abuse.
8) Quick FAQs
Q1. Can I cancel after my order is shipped? No. Please wait for delivery and check our Returns & Exchange Policy for eligible cases.
Q2. I used a promo code—what happens to it if I cancel? Promo codes used on a cancelled order aren’t reinstated automatically. If it was a single‑use code and you cancelled within policy, contact support and we’ll review on a case‑by‑case basis.
Q3. My payment failed but money was deducted. It usually auto‑reverses within 3–7 business days. If not, share the transaction reference with support.
Q4. Can I change my shade/variant? Yes, within 12 hours and before packing, subject to stock availability and price adjustments.
9) Contact Us
OTWOO Cosmetics Support Email: support@otwoocosmetics.in WhatsApp/Phone: +91‑7284084897 Hours: Mon–Sat, 10:00–18:00 IST
Note: This Cancellation Policy applies only to purchases made on otwoocosmetics.in. It should be read together with our Returns & Exchange, Shipping, and Terms & Conditions policies.
