At PenjuMart, we understand that users may sometimes need to cancel their orders. This Cancellation Policy outlines the terms and conditions governing order cancellations for all purchases made through our website and mobile application (collectively, the “Platform”). By placing an order, you agree to be bound by this Policy.
1. Eligibility for Cancellation
Users may request cancellation of an order only before the order status changes to “Packed.”
Once an order has been packed, dispatched, or marked “Out for Delivery,” cancellation requests will not be accepted.
2. Cancellation Time Window
Cancellations are permitted until the order reaches the “Packed” status.
Beyond this stage, no cancellations shall be processed, regardless of order type (prepaid or Cash-on-Delivery).
3. Automatic Cancellations
Orders may be automatically cancelled by the Platform in the following cases:
Payment failure or non-receipt of confirmation from the payment gateway.
Cash-on-Delivery (COD) orders where customer verification (such as OTP or phone confirmation) fails.
Where stock is unavailable or the delivery address is non-serviceable.
Users will be notified via registered email and/or WhatsApp in case of auto-cancellation.
4. Refunds on Cancellation
For prepaid orders, the full amount paid will be refunded to the original payment method within 5–7 business days, subject to standard banking timelines.
No cancellation fees or deductions shall apply if the cancellation is requested before the order is packed.
5. COD Orders
COD orders may also be cancelled before the order is packed.
Users who repeatedly place and cancel COD orders may face restrictions, including temporary suspension or permanent blocking of their accounts, after a prior warning.
6. Platform-Initiated Cancellations
PenjuMart reserves the right to cancel any order, in whole or in part, under the following circumstances:
Product out of stock or discontinued.
Pricing or listing errors.
Delivery address falls outside the serviceable area.
Suspected fraudulent, abusive, or high-risk transactions.
Users will be informed of such cancellations promptly through email and/or WhatsApp. Refunds (if applicable) will be processed as per Section 4 above.
7. Non-Cancellable Items
Currently, there are no non-cancellable categories. However, once the order has moved to “Packed,” it will be treated as confirmed and non-cancellable.
8. Coupons and Promo Codes
In case of cancellation of an order where a coupon, discount, or promotional code was applied:
The coupon or discount code will be deemed used and shall not be reissued.
Refunds will be processed only for the net amount paid by the User.
9. Third-Party Seller Orders
For orders fulfilled by third-party sellers through the Platform, the same cancellation rules shall apply.
Cancellations will continue to be managed by PenjuMart directly to ensure a consistent user experience.
10. Abuse and Misuse
Users found abusing the cancellation option (e.g., repeated COD cancellations, multiple account misuse, or fraudulent cancellations) may be subject to:
Temporary or permanent suspension of their account.
Restriction from placing future COD orders.
Reporting to relevant authorities in case of suspected fraud.
11. Process of Cancellation
Users may cancel an order directly through the “My Orders” dashboard on the Platform by clicking the “Cancel” button available until the order reaches the “Packed” status.
For any issues in processing cancellations, Users may contact customer support via the official email or WhatsApp support channel.
