This Cancellation Policy is issued in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E- Commerce) Rules, 2020, and the Information Technology Act, 2000 (and rules made thereunder), as applicable to sellers of goods through digital and other remote means in India. This Policy forms part of the Terms of Use / Terms of Service of Panjabipassions and should be read together with our Privacy Policy and Return, Exchange & Refund Policy.
1. Introduction
This Cancellation Policy sets out the terms on which orders placed with Panjabipassions (“we”, “us”, “our”) — a seller of goods operating from Kolkata, West Bengal — through our website, WhatsApp Business, Facebook, Instagram, telephone, or any other authorised sales channel (“Platform”), may be cancelled by the customer (“you”, “your”) or by us. By placing an order, you agree to the terms set out below.
2. Cancellation by the Customer
2.1 You may request cancellation of an order at any time before it has been shipped/dispatched, without being liable to pay any cancellation charge, except as stated in Clause 5 below.
2.2 A cancellation request must be raised promptly by contacting our Customer Care and quoting the order number, so that we may act on it before dispatch.
2.3 Once an order has been shipped/dispatched, it cannot ordinarily be cancelled. Such orders will instead be governed by our Return, Exchange & Refund Policy, subject to the item being eligible for return under that policy and applicable law.
2.4 Certain categories of goods (for example, customised, made-to-order, or personalised products) may not be eligible for cancellation once production/processing has commenced. Any such category-specific restriction will be clearly displayed on the product page at the time of purchase, in accordance with the Consumer Protection (E-Commerce) Rules, 2020.
3. Cancellation by Panjabipassions
3.1 We reserve the right to cancel an order at any time before dispatch, for reasons including but not limited to:
- Non-availability of the product or stock-out after order confirmation.
- Genuine pricing, description, or typographical errors on the Platform.
- Failure of payment verification or authorisation.
- Suspected fraudulent, unauthorised, or abusive transaction/activity.
- Incomplete, incorrect, or unverifiable customer/delivery information.
- Inability to service the delivery pincode, or other genuine logistical/operational constraints.
- Force Majeure events, i.e., circumstances beyond our reasonable control, including but not limited to acts of
God, natural disaster, fire, flood, pandemic, strike, lockout, riot, war, act of government/regulatory authority, transporter failure, or disruption of courier/postal services.
3.2 Where we cancel an order under this Clause and payment has already been received, the amount paid will be refunded in accordance with Clause 6 below. No cancellation fee will be charged to you where the cancellation is on account of a fault, error, or default attributable to us.
3.3 We will make reasonable efforts to notify you of any such cancellation, along with the reason, through the contact details provided by you at the time of ordering.
4. Cash on Delivery (COD)
4.1 COD, where offered, is available only for pincodes serviceable under this payment mode, as indicated on the Platform at checkout.
4.2 Repeated and unjustified refusal to accept COD orders, or repeated failed delivery attempts attributable to the customer, may result in restriction or suspension of COD privileges for future orders from that customer.
4.3 In such cases, we reserve the right to require full or partial prepayment for future orders placed by that customer. This measure is applied uniformly and is not intended to penalise genuine, isolated instances of non-delivery.
5. Deductions on Cancellation
5.1 Where an order is cancelled by you for reasons not attributable to us (for example, a change of mind, after any applicable cancellation window has closed but before dispatch, where permitted), we may deduct actual shipping, packaging, or convenience charges already incurred by us, provided such charges were disclosed to you at the time of order placement.
5.2 No such deduction will be made where the cancellation arises from an error, defect, or omission on the part of Panjabipassions.
5.3 Any deduction made under this Clause will be transparently itemised and communicated to you before the refund is processed.
6. Refunds on Cancellation
6.1 On approval of a cancellation request, we will initiate the refund within 7 (seven) business days, in accordance with the RBI’s guidelines on turnaround time for refund processing and the Consumer Protection (E-Commerce) Rules, 2020.
6.2 The refund will ordinarily be credited to the original mode of payment used for the transaction. Where this is not feasible, the refund may be credited to a wallet linked to your account or directly to your designated bank account, with your consent.
6.3 The actual time for the refunded amount to reflect in your account after initiation depends on the policies of the respective bank, card network, or payment service provider, and is beyond our control.
6.4 For orders paid by Cash on Delivery and subsequently cancelled before delivery, no amount is payable as no payment was collected.
7. Grievance Redressal
In accordance with the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000, any complaints or grievances regarding cancellations or refunds may be addressed to our Grievance Officer:
Grievance Officer: SANDIP MALAKAR Email: support@panjabipassions.com Contact Number: 9163097495 Address: 150 , HALTU SCHOOL LANE,KOLKATA – 700078 We will acknowledge grievances within 48 hours and endeavour to resolve them within 30 days of receipt, as prescribed under law.
8. Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of India. All disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the competent courts at Kolkata, West Bengal.
9. Amendments
We reserve the right to modify, amend, or update this Cancellation Policy at any time, with the revised version taking effect upon posting on the Platform, together with an updated “Last Updated” date. Continued use of the Platform after such changes constitutes acceptance of the revised Policy.
10. Contact Us
For cancellation requests or general queries, please contact:
Panjabipassions Email: support@panjabipassions.com Customer Care: 9163097495 Business Hours: 8:00 AM – 8:00 PM (IST), all days Registered Business Address: 150 , HALTU SCHOOL LANE,KOLKATA – 700078