Cancellation Policy

Last Updated: October 2, 2026

At Kozicart, we understand that plans may change after placing an order. Our Cancellation Policy explains when customers can cancel their orders, how cancellations are processed and when refunds may be applicable.

Since Kozicart features handmade, customized and made-to-order products, cancellation eligibility may depend on the product type and the stage of order processing.

1. Customer-Initiated Cancellations

Customers may request cancellation of an order before it has been dispatched, subject to the product's preparation status and applicable terms.

To request a cancellation, customers should contact Kozicart as soon as possible with their order number and cancellation request.

Cancellation requests are not considered confirmed until Kozicart or the relevant seller communicates the cancellation status.

2. Cancellation Before Order Processing

If a customer requests cancellation before the seller has started processing or preparing the order, the cancellation will generally be accepted.

For eligible prepaid orders, the refund will be initiated to the original payment method, subject to the applicable refund process.

3. Cancellation After Processing Has Started

For handmade, customized and made-to-order products, preparation may begin soon after an order is confirmed.

If production, customization, material preparation or packaging has already started, cancellation may be subject to additional conditions, as disclosed on the product page or communicated before purchase.

Any cancellation charges or deductions must be lawful, reasonable, transparently disclosed and consistent with applicable consumer protection requirements. Statutory consumer rights will not be restricted by this policy.

4. Cancellation After Dispatch

Once an order has been dispatched, customers generally cannot cancel it through the standard cancellation process.

However, customers may contact Kozicart if they no longer wish to receive the order. Any available options will depend on the shipment status, courier arrangements, product type and applicable law.

Eligible product concerns, such as damage, defects, incorrect delivery or material differences from the description, will be handled under our Returns & Refund Policy.

5. How to Request a Cancellation

To request an order cancellation:

1. Contact our customer support team as soon as possible.
2. Provide your order number and the reason for cancellation.
3. Our team will check the order and its current processing or dispatch status.
4. We will communicate whether the cancellation can be accepted and, where applicable, the expected refund process.

Contact details:

• Email: support@kozicart.com
• Phone: +91 96206 39268
• Support Hours: Monday to Saturday, 10:00 AM–7:00 PM IST

6. Cancellation by Kozicart or the Seller

Kozicart or the relevant seller may need to cancel an order in circumstances such as:

• The ordered product is unavailable or out of stock.
• The seller is unable to fulfil the order.
• A technical or inventory error has affected the order.
• The delivery address is outside the available service area.
• A payment or order verification issue prevents fulfilment.
• An unforeseen circumstance makes fulfilment impossible.

Where an order is cancelled by Kozicart or the seller after payment has been received, any applicable refund will be initiated in accordance with the Returns & Refund Policy and applicable law.

Customers will be informed of the cancellation and the next steps using the contact information provided with their order.

7. Refunds for Cancelled Orders

For eligible prepaid orders, refunds will generally be initiated within 5–10 business days after cancellation is confirmed.

The time taken for the refund to appear in the customer's account may vary depending on the bank, payment provider or original payment method.

Refunds will generally be made to the original payment method wherever possible. If this is not feasible, an alternative method may be arranged in accordance with applicable requirements.

For cash-on-delivery orders that have not been paid for, no payment refund is generally applicable.

8. Promotional and Discounted Orders

If an order placed using a coupon, discount or promotional offer is cancelled, the refund will generally be based on the amount actually paid, subject to applicable law and the disclosed promotional terms.

The availability or reusability of a promotional code after cancellation will depend on the offer's terms.

9. Partial Order Cancellations

If an order contains multiple products, customers may request cancellation of individual items before dispatch, where the order system and seller arrangements support partial cancellation.

The availability of partial cancellation will depend on the order's processing status and product type.

Any applicable refund for cancelled items will be calculated based on the amount paid for those items and the relevant order terms, subject to applicable law.

10. Failed or Unsuccessful Delivery

If a delivery attempt fails, customers should contact Kozicart or the delivery partner, where applicable, to check whether re-delivery can be arranged.

If an order is returned to the seller or Kozicart due to unsuccessful delivery, the available resolution, including re-delivery or refund, will depend on the circumstances and applicable law.

Any additional shipping charges or adjustments will be communicated to the customer before being applied, where applicable.

11. Cancellation of Customized and Made-to-Order Products

Customized and made-to-order products may require advance preparation, materials or work specific to the customer's requirements.

Customers are encouraged to review product descriptions, customization details and estimated preparation timelines before placing an order.

Cancellation conditions for these products may depend on whether the seller has started production or incurred costs specifically for the order. Any special conditions will be disclosed before purchase and will not override statutory consumer rights.

12. Consumer Rights

Nothing in this policy is intended to exclude, restrict or override customers' rights under applicable Indian laws, including the Consumer Protection Act, 2019 and applicable e-commerce rules.

Where this policy conflicts with a customer's statutory rights, the applicable law will prevail.

13. Contact Us

For cancellation requests or assistance with an existing order, please contact:

• Email: support@kozicart.com
• Phone: +91 96206 39268
• Support Hours: Monday to Saturday, 10:00 AM–7:00 PM IST

Please include your order number to help us process your request efficiently.

14. Policy Updates

Kozicart reserves the right to update or modify this Cancellation Policy from time to time. Any changes will be published on this page with the revised date.

By placing an order on Kozicart, customers acknowledge that they have read and understood this policy, subject to their rights under applicable law.