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Compliance
Last updated
This policy reflects how order cancellation actually works in our system, not a general promise, the window below is a technical fact, not a courtesy we could choose to ignore.
An order can be cancelled directly, without contacting support, at any point before its payment is confirmed. This covers, for example, an order that was created but abandoned before completing payment. Any stock reserved for it is released immediately.
Once GreytoneFits has received confirmation that your payment succeeded, the order can no longer be cancelled directly. This is a deliberate safeguard, an order is never marked paid until our payment provider, Razorpay, confirms it, and once that has happened, the correct path is a return or refund request rather than a cancellation.
If your order has not yet shipped, contact us immediately, we may be able to stop fulfilment and process a full refund before it ships, though this is not guaranteed if the order has already been handed to our courier.
If your order has already shipped or been delivered, request a return once it arrives, see our Returns & Refund Policy.
A cancellation made before payment is confirmed never charges you in the first place, so there is nothing to refund. If we cancel an already-paid order on your behalf at your request (see above), the refund follows the same process described in our Returns & Refund Policy.
Occasionally an item sells out between being added to your cart and checkout completing; if that happens, you are not charged for that item. In the rare case we need to cancel an order entirely (for example, a pricing or stock error we cannot fulfil), we will contact you and issue a full refund.
Questions about cancelling a specific order are best handled through our contact page, with your order number to hand.