At XenFast, we aim to provide a seamless shopping experience and ensure timely delivery of all orders. However, we understand that there may be instances when customers need to cancel an order or when unforeseen circumstances may require us to cancel an order on our end. This document outlines the terms and conditions related to order cancellations for products and services on the XenFast website or mobile app.
Scope of the Cancellation Policy
This policy applies to all orders placed on XenFast. It includes:
- Customer-Initiated Cancellations: Circumstances under which a customer may cancel their order.
- Platform-Initiated Cancellations: Scenarios where [Platform Name] may need to cancel an order.
- Refund Process: Details on refunds for cancelled orders.
- Exclusions and Special Considerations: Products or services not covered by this policy.
Customer-Initiated Cancellations
We provide customers with the flexibility to cancel their orders before they are processed for delivery. Below are the terms:
Orders Eligible for Cancellation
- Orders can be cancelled at any time before the cut-off time of the delivery slot.
- For prepaid orders, cancellation requests must be initiated via the app or website, or by contacting our customer service team.
- For cash-on-delivery (COD) orders, cancellations can also be requested directly through the platform or delivery partner before the item is dispatched.
Cancellation Process
To cancel an order, follow these steps:
- Log in to Your Account: Go to the Orders section on the app or website.
- Select the Order: Click on the order you wish to cancel.
- Initiate Cancellation: Tap the Cancel Order button and provide a reason for cancellation.
- Confirmation: You will receive a confirmation of the cancellation via email, SMS, or in-app notification.
Refund for Customer Cancellations
- Prepaid Orders: Refunds for successfully cancelled orders will be processed back to the original payment method.
- COD Orders: Since no payment has been made, there is no refund applicable.
- Refunds will be processed within 7–10 business days from the date of cancellation confirmation.
Partial Cancellations
If your order contains multiple items, you can choose to cancel specific items instead of the entire order. Refunds will be initiated only for the cancelled items.
Exclusions
- Orders marked as “Out for Delivery” cannot be cancelled.
- Perishable Items: Products like fresh fruits, vegetables, dairy, and bakery goods may not be eligible for cancellation if already dispatched.
Platform-Initiated Cancellations
XenFast reserves the right to cancel orders under specific circumstances. The terms are as follows:
Reasons for Cancellation by XenFast
- Fraudulent Transactions– Orders suspected to be fraudulent or in violation of our terms of use will be cancelled immediately.
- Non-Compliance – Customers who repeatedly fail to accept deliveries or misuse the platform may have their orders cancelled.
- Product Unavailability – If a product is out of stock or unavailable at the time of order processing, the order may be partially or fully cancelled.
- Payment Issues – For prepaid orders, if the payment is flagged or incomplete, the order will not be processed.
- Force Majeure- In cases of natural disasters, strikes, or other unforeseen circumstances that prevent delivery, orders may be cancelled.
- Logistical Challenges- Delivery issues arising due to incorrect addresses or lack of service availability in the delivery location may result in order cancellations.
Notification of Cancellation
If Xenfast cancels your order:
- You will be notified via email, SMS, or in-app notification.
- In case of prepaid orders, a full refund will be initiated as per our refund policy.
Refund for Platform-Initiated Cancellations
- Refunds for orders cancelled by XenFast will be processed back to the original payment method or issued as wallet credit, promotional coupons, or cashback.
Refund Process for Cancelled Orders
Refund Methods
Depending on the payment method used, refunds will be processed as follows:
- Credit/Debit Cards: Refunded directly to the card used during payment.
- UPI/Net Banking: Refunded to the linked bank account.
- Wallet Payments: Credited back to the respective wallet (e.g., Paytm etc).
- Cash-on-Delivery: Refunds for COD orders will be issued as wallet credits or promotional coupons.
Refund Timeline
- Instant Refunds: Wallet credits or promotional codes are issued within 24 hours of cancellation.
- Bank Refunds: Refunds to bank accounts or cards are processed within 7–10 business days.
Refund Amount
The refund amount will include:
- Full product price and applicable taxes for the cancelled items.
- Delivery charges, if applicable, will only be refunded if the cancellation was due to XenFast error.
Refund Exclusions
- Orders cancelled after dispatch may not be eligible for a full refund.
- Perishable items that cannot be resold or redistributed may not qualify for a refund.
Conditions Where Cancellation May Be Denied
In certain scenarios, cancellation requests may be rejected:
- If the product is already dispatched or delivered.
- If the product is non-returnable or perishable.
- If the cancellation request is made after the cut-off time for the delivery slot.
Special Considerations for Subscriptions and Bulk Orders
Subscription-Based Orders
- Subscriptions for daily or weekly deliveries can be cancelled, but cancellations must be made 24 hours in advance of the next scheduled delivery.
- Refunds for prepaid subscriptions will be prorated based on the remaining delivery schedule.
Bulk Orders or Corporate Accounts
- Cancellation terms for bulk or corporate orders will differ and will be communicated during the order placement.
- Refunds for bulk orders may be subject to a cancellation fee or processing charges.
Delivery Partner Cancellations
On-the-Spot Cancellations
Delivery personnel may cancel orders at the time of delivery under the following circumstances:
- The customer is unavailable at the delivery address.
- Payment issues for COD orders (e.g., insufficient cash).
- Unsafe or inaccessible delivery locations.
Rescheduled Delivery
If your order is cancelled due to delivery issues, you may request a rescheduled delivery through the app or customer support.
How to Contact Us for Cancellations
For assistance with cancellations, you can reach out to us via:
- Phone: +919153884572
- Email: support@xenfast.com
FAQs
Q1. Can I cancel an order after it has been shipped ?
A. Once an order is shipped, cancellations are not allowed. You can return the item post-delivery as per our Return & Exchange Policy.
Q2. Will I be charged for cancelling an order ?
A. No cancellation fees are charged for orders cancelled before they are processed for delivery.
Q3. Can I cancel part of an order ?
A. Yes, partial cancellations are allowed for eligible items in your order.
Q4. What happens if my order is cancelled by XenFast ?
A. You will receive a full refund for cancelled orders, including any applicable delivery charges.
Q5. How long does it take to process a refund ?
A. Refunds are processed within 7–10 business days for bank transactions and 24 hours for wallet credits.
Policy Updates
This Order Cancellation Policy is subject to updates or revisions at the discretion of XenFast. Any changes will be communicated via email, SMS, or in-app notifications, and the updated policy will be available on the website and app.
Final Note
At XenFast, we strive to ensure a smooth and hassle-free experience for our customers. Our Order Cancellation Policy reflects our commitment to transparency, fairness, and customer satisfaction. Thank you for choosing XenFast for your everyday needs.