This policy explains how to cancel an order, when a cancellation is possible, how refunds are processed and how long they take to land. It applies to every order placed on the storefront. For returns of delivered orders, see the Returns & Exchanges Policy.
Cancelling an order
You can cancel an order at any time before it has been dispatched from our facility.
- Within 60 minutes of placing the order — head to My account → Orders and tap "Cancel order". The cancellation is instant and the refund (for prepaid orders) is initiated automatically.
- After 60 minutes but before dispatch — write to support@nidravan.com with your order number. Our team will action it within one working hour.
- Once the order has been dispatched — it cannot be cancelled. You can refuse the parcel at delivery (the carrier will return it to us) or accept it and raise a return per the Returns Policy.
For the avoidance of doubt: a cancellation initiated before dispatch is treated as if the order never happened — there is no restocking fee, no shipping deduction, nothing held back.
Partial cancellations
You can ask us to cancel a single line item from a multi-item order before dispatch. Write to support@nidravan.com with the order number and the item(s) you want removed. We will issue a partial refund for the cancelled line item; if the change drops the order below a free-shipping threshold, the originally-waived shipping is not retroactively charged.
Cancellations initiated by us
We may need to cancel an order in a small number of cases:
- The item is out of stock and a confirmed restock date is more than 14 days away.
- We cannot verify the payment, the address looks invalid, or fraud signals are unusually high.
- The pin code has become unserviceable due to a regional bandh, weather event or carrier disruption.
- The item was listed at a manifestly incorrect price.
If we cancel, we will reach out by email or phone, explain why, and refund the order in full to the original instrument. There is no penalty to your account for a cancellation initiated by us.
Refunds
Once a cancellation or return is approved we initiate the refund the same working day. The time it takes to land in your account depends on the original payment method:
- UPI — typically within 2 working hours.
- Credit / debit card and net-banking — 3 to 5 working days, depending on your bank.
- Wallets — 1 to 3 working days.
- EMI — 7 to 10 working days; the corresponding EMI line will be reversed on your next statement.
- Cash on Delivery — refunded as a UPI or NEFT transfer to a bank account you nominate. We will email a short form once the cancellation is approved.
- Store credit — instant. The refunded amount appears in My account → Store credit and is automatically applied to your next eligible order.
If the refund window has elapsed and you still cannot see the credit, write to support@nidravan.com with your order number and the last four digits of the card or account; we will trace the transaction with the payment partner.
Refunds for partially-redeemed offers
If your order used a coupon or store credit and you cancel a part of it, we re-evaluate the offer against the surviving line items:
- If the surviving order still meets the coupon's qualifying conditions, the coupon stays applied and the refund covers only the line item value.
- If it no longer qualifies, we reverse the coupon and refund the line item at its undiscounted price.
- Store credit used on the original order is returned to the wallet immediately.
Failed payments
If a payment fails after the order is placed, we hold the order for up to 30 minutes to allow you to retry the payment. If the payment is still incomplete after 30 minutes the order is cancelled automatically and any held payment is released back to your instrument.
Cancellation of subscriptions and pre-orders
Pre-orders for capsule drops can be cancelled any time before the dispatch window for that drop opens. The dispatch window is shown on the product page and in your order confirmation. Once a pre-order moves into the dispatch window the standard cancellation rules above apply.
Contact
For anything to do with cancellations or refunds, write to support@nidravan.com or message us on WhatsApp. Our team is available Mon–Sat, 10:00–19:00 IST.