Cancellation & Refund Policy

This Cancellation & Refund Policy explains the conditions under which orders placed through Phoenixwala may be cancelled, returned or refunded.

1. Order Cancellation by Customer

Customers may request cancellation of an order before the order has been dispatched.

To request cancellation, please contact us as soon as possible with your order number.

Once an order has been dispatched, cancellation may not be possible.

2. Cancellation by Phoenixwala

Phoenixwala may cancel an order in circumstances including:

• Product becoming unavailable
• Incorrect product pricing or information
• Payment failure
• Suspected fraudulent activity
• Incorrect or incomplete customer information
• Delivery restrictions
• Other circumstances beyond our reasonable control

If payment has already been received for an order cancelled by Phoenixwala, the eligible amount will be refunded.

3. Advance Payment

For selected orders, Phoenixwala may require an online advance payment of 20% of the order value before processing the order.

The remaining amount may be payable according to the payment option shown at checkout.

The exact payment terms applicable to an order will be displayed before payment is completed.

4. Refund for Customer Cancellation

If a customer cancels an eligible order before dispatch, the refundable amount will be processed according to the applicable cancellation terms.

Any applicable non-refundable charges, if clearly communicated at checkout, may be deducted where permitted.

5. Damaged or Defective Products

If you receive a damaged or defective product, please contact us within 48 hours of delivery.

Please provide:

• Order number
• Photographs of the package
• Photographs of the product
• Video of the package/product where reasonably possible
• Description of the issue

We will review the issue and determine the appropriate resolution.

6. Incorrect Product

If you receive a product different from the product you ordered, please contact us within 48 hours of delivery.

After verification, we may arrange a replacement, return or refund as applicable.

7. Return Conditions

A return may be accepted only if the product meets the applicable return conditions.

The product should generally be:

• Unused
• In its original condition
• In the original packaging
• Complete with included accessories
• Accompanied by the original invoice/order information

8. Non-Returnable Situations

A return or refund may not be available where:

• The product has been used or damaged by the customer
• The product is damaged due to improper handling
• Original packaging or accessories are missing where required
• The return request is made outside the applicable return period
• The issue is caused by normal wear and tear
• The product has been modified or repaired without authorization

9. Refund Processing

Once a refund is approved, we will initiate the refund through the applicable payment method or process.

Depending on the payment provider and customer's bank, the refund may take approximately 5–10 business days to appear in the customer's account.

Actual processing times may vary.

10. Payment Gateway Refunds

Where a payment was processed through Razorpay or another payment gateway, the refund may be processed through the same payment channel where supported.

The time taken for the amount to reflect in the customer's account depends on the payment gateway and banking institution.

11. Shipping Charges

Shipping charges may be non-refundable unless the return or refund is due to an error attributable to Phoenixwala, such as an incorrect product being shipped or an eligible defective product.

12. Failed or Unsuccessful Payment

If an amount has been deducted from your bank account but the order/payment was not successfully completed, please contact us with the transaction details.

We will verify the payment status with the payment gateway and take appropriate action.

13. Duplicate Payment

If you believe that you have been charged more than once for the same order, please contact us with the relevant transaction details.

After verification, any confirmed duplicate payment will be refunded.

14. How to Request a Cancellation, Return or Refund

Please contact us using:

Please provide:

• Order number
• Customer name
• Registered mobile number
• Reason for cancellation, return or refund
• Relevant photographs or videos, where applicable

15. Contact Us