Effective Date: 4 August 2026
Last Updated: 4 August 2026
JewelPatakha understands that customers may occasionally need to cancel or modify an order. This Cancellation Policy explains when an order may be cancelled, how a cancellation request must be submitted and how eligible refunds will be processed.
This policy applies to orders placed through:
- The JewelPatakha website;
- JewelPatakha’s official Instagram account; and
- JewelPatakha’s official WhatsApp number.
Purchases completed at exhibitions or physical selling locations are not governed by this online Cancellation Policy and may be subject to the terms communicated at the time of purchase.
Policy Highlights
- A standard in-stock order may be cancelled before it has been dispatched.
- Customers should submit cancellation requests as soon as possible.
- No cancellation fee will be charged for an eligible cancellation made before dispatch.
- Customised, altered, made-to-order, pre-order and specially sourced products may become non-cancellable once confirmed or work has started.
- Dispatched orders cannot ordinarily be cancelled.
- Refusing a dispatched COD order is not treated as a valid pre-dispatch cancellation.
- Where JewelPatakha cancels a prepaid order, the customer will receive a complete refund of the amount paid.
- Approved refunds will ordinarily be initiated within five business days.
The Consumer Protection (E-Commerce) Rules, 2020 provide that an ecommerce entity should not impose cancellation charges on a consumer after confirming a purchase unless similar charges are also borne by the entity when it unilaterally cancels the order. JewelPatakha has therefore adopted a no-cancellation-fee approach for eligible pre-dispatch cancellations.
1. About JewelPatakha
JewelPatakha is operated by Swara Panchal, sole proprietor.
Trade name: JewelPatakha
Proprietor: Swara Panchal
GSTIN: 24BIDPP8705M1ZW
Business address: B/7, Siddhanath Park Society, Opp. Vaibhav Hall, Ghodasar, Ahmedabad, Gujarat – 380050, India
Customer-care email: swara@jewelpatakha.com
Customer-care telephone/WhatsApp: +91 92745 46265
Customer-service hours: Monday to Friday, 11:00 AM to 7:00 PM, excluding public holidays
2. Meaning of Order Cancellation
An order cancellation means a request to stop an order before it has been handed over to a courier or otherwise dispatched for delivery.
A request to:
- Change a product;
- Change a colour or variation;
- Add or remove an item;
- Change the delivery address;
- Convert a COD order to prepaid;
- Convert a prepaid order to COD; or
- Change invoice information
may be treated as an order-modification request rather than a cancellation.
JewelPatakha will make reasonable efforts to accommodate a modification request before dispatch but cannot guarantee that every modification will be possible.
3. When a Standard Order May Be Cancelled
An in-stock, non-customised order may ordinarily be cancelled at any time before dispatch.
Customers should submit the request immediately after deciding to cancel because JewelPatakha may begin:
- Product verification;
- Quality inspection;
- Jewellery packaging;
- Invoice preparation;
- Shipping-label generation; and
- Courier handover
soon after the order is confirmed.
An order appearing as “processing” on the website does not necessarily mean that it can no longer be cancelled. JewelPatakha will verify whether the parcel has actually been dispatched or whether irreversible work has started.
4. Recommended Cancellation Period
For the quickest and most reliable cancellation, customers should contact JewelPatakha within six hours of placing the order.
A request submitted after six hours may still be accepted where the order has not been dispatched and does not fall within a non-cancellable category.
The six-hour period is therefore a recommended request period, not an automatic denial of every later pre-dispatch request.
5. How to Request Cancellation
A cancellation request must be sent through:
Email: swara@jewelpatakha.com
WhatsApp: +91 92745 46265
The customer should provide:
- Full name;
- Order number or invoice number;
- Registered email address or telephone number;
- Product or products to be cancelled;
- Reason for cancellation; and
- Payment reference, where requested.
A social-media comment or direct message sent to an unofficial account will not be treated as a valid cancellation request.
Customers should not share:
- UPI PINs;
- Banking passwords;
- Card PINs;
- CVVs; or
- OTPs
with JewelPatakha or any person claiming to process a cancellation.
6. When a Cancellation Becomes Effective
A cancellation is effective only after JewelPatakha confirms it in writing through email, WhatsApp, SMS or another recorded communication.
Submitting a request does not automatically cancel the order.
JewelPatakha will first verify:
- Whether the order has been dispatched;
- Whether customisation or sourcing has begun;
- Whether the payment has been received;
- Whether the cancellation relates to the complete order or selected products; and
- Whether any promotional conditions need to be recalculated.
7. Cancellation of Cash-on-Delivery Orders
An eligible COD order may be cancelled before dispatch without a cancellation fee.
Where cancellation is confirmed before dispatch:
- The customer will not be required to pay the product amount;
- The ₹99 COD handling fee will not be payable; and
- No refund will arise because payment has not yet been collected.
COD orders may be subject to telephone, OTP or WhatsApp verification. JewelPatakha may cancel an unverified COD order where the customer does not respond within a reasonable period.
8. Cancellation of Prepaid Orders
Where an eligible prepaid order is cancelled before dispatch, JewelPatakha will initiate a refund of:
- The cancelled product value;
- Applicable taxes paid;
- Standard shipping charges paid for the cancelled order; and
- Other amounts collected specifically for that cancelled order.
No separate cancellation fee will be deducted for an eligible pre-dispatch cancellation.
The refund will ordinarily be returned to the original payment method used through Razorpay or the applicable payment channel.
9. Orders That Cannot Ordinarily Be Cancelled
The following orders may not be cancelled once JewelPatakha has confirmed the order and commenced procurement, production, alteration or preparation:
- Customised or personalised jewellery;
- Size-adjusted or altered jewellery;
- Made-to-order products;
- Pre-order products;
- Products specially sourced for a customer;
- Bridal orders prepared to specific requirements;
- Bulk orders;
- Reseller or commercial orders;
- Products engraved or modified at the customer’s request;
- Gift packaging or services already completed specifically for the customer; and
- Other products clearly identified as non-cancellable before purchase.
Before accepting such an order, JewelPatakha should clearly communicate its special cancellation conditions through the product page, quotation, invoice, WhatsApp confirmation or written order confirmation.
10. Cancellation Before Special Work Begins
A customised, altered, pre-order or specially sourced order may be cancelled before JewelPatakha:
- Places a supplier order;
- Begins alteration;
- Starts custom production;
- Procures special materials;
- Reserves a limited product specifically for the customer; or
- Incurs a non-recoverable expense.
Where no special work or non-recoverable commitment has begun, JewelPatakha may approve a complete refund.
Where work has partly begun, JewelPatakha will review the circumstances and communicate any available resolution. Any non-refundable amount must represent a reasonable and disclosed cost actually incurred, subject to applicable law.
11. Orders Already Dispatched
An order cannot ordinarily be cancelled after it has been dispatched.
After dispatch, the customer should:
- Accept delivery;
- Inspect the product; and
- Submit an eligible return or exchange request under JewelPatakha’s Return, Exchange & Refund Policy.
A change of mind after dispatch does not automatically create a right to refuse delivery or receive a monetary refund.
Where there is a genuine delivery delay, damaged parcel, incorrect product, material misdescription or another legally recognised issue, the customer’s remedies will be considered under the applicable shipping, return and consumer-protection provisions.
12. Refusal of a COD Order
Refusing a valid COD shipment at the doorstep is not treated as a proper pre-dispatch cancellation.
Where a customer no longer wants a COD order, the customer should contact JewelPatakha before dispatch instead of refusing delivery.
Repeated refusal of confirmed COD orders may result in:
- COD being disabled for future orders;
- Future orders being accepted only on a prepaid basis;
- Pending COD orders being cancelled;
- Additional order verification; or
- Payment of reasonable reshipping expenses before another order is accepted.
These measures will not prevent a customer from refusing a parcel that is visibly opened, severely damaged or materially tampered with.
13. Return-to-Origin After Customer Refusal
Where a dispatched order is returned to JewelPatakha because the customer:
- Refused delivery;
- Was repeatedly unavailable;
- Provided an incorrect address;
- Did not respond to courier calls;
- Failed to pay the COD amount; or
- Failed to collect the parcel,
the order will be handled as a Return-to-Origin shipment under the Shipping and Delivery Policy.
For a prepaid RTO order attributable to the customer, JewelPatakha may offer:
- Reshipment after collection of applicable charges;
- Store credit; or
- An eligible refund after deducting reasonable and documented forward and return logistics costs.
No deduction will be applied where the failed delivery resulted from JewelPatakha’s error, courier loss, incorrect serviceability confirmation or another reason not attributable to the customer.
14. Partial Order Cancellation
Where an order contains multiple separately sold products, the customer may request cancellation of one or more products before dispatch.
Partial cancellation is subject to:
- Whether the relevant items have been dispatched;
- Whether the products were sold as a set;
- Whether the order remains eligible for a promotion;
- Recalculation of shipping charges; and
- Recalculation of discounts, gifts or coupon benefits.
A necklace and matching earrings sold together as one jewellery set cannot ordinarily be partially cancelled.
15. Promotional Orders
Where a cancelled product formed part of:
- A bundle offer;
- Buy-one-get-one offer;
- Gift-with-purchase promotion;
- Minimum-order discount;
- Free-shipping threshold;
- Coupon offer; or
- Other promotional arrangement,
JewelPatakha may recalculate the value of the remaining order.
This may result in:
- Withdrawal of a promotional discount;
- Removal or return of a complimentary gift;
- Application of the normal shipping charge;
- Adjustment of the eligible refund; or
- Cancellation of the complete promotional bundle.
Any recalculation will be based on the offer conditions disclosed when the order was placed.
16. Address and Product Modification Requests
Before dispatch, a customer may request a change to:
- Delivery address;
- Product colour;
- Product variation;
- Contact number; or
- Recipient name.
The requested change is subject to:
- Product availability;
- PIN-code serviceability;
- COD eligibility;
- Price differences;
- Courier restrictions; and
- Whether packing or dispatch has already been completed.
JewelPatakha may cancel the original order and ask the customer to place a new order where the requested change is substantial.
17. Price Difference After Modification
Where an approved replacement product costs more than the original product, the customer must pay the difference before dispatch.
Where the replacement costs less, JewelPatakha may:
- Refund the eligible difference to the original payment method; or
- Issue store credit with the customer’s agreement.
The revised order may be subject to updated shipping or COD charges.
18. Cancellation by JewelPatakha
JewelPatakha may cancel an order before dispatch for reasons including:
- Product unavailability;
- Product failing the quality inspection;
- Incorrect price or product information;
- Payment failure or incomplete payment;
- Duplicate order;
- Suspected fraud or unauthorised transaction;
- Incomplete or incorrect delivery information;
- Unserviceable delivery PIN code;
- Failure to verify a COD order;
- Customer request;
- Technical or inventory error;
- Supplier or procurement failure;
- Regulatory or legal restriction;
- Force-majeure circumstances; or
- Another genuine operational reason preventing fulfilment.
JewelPatakha will make reasonable efforts to inform the customer when an order is cancelled.
19. Refund Where JewelPatakha Cancels
Where JewelPatakha cancels a prepaid order, the customer will receive a complete refund of the amount paid for the cancelled order, including:
- Product value;
- Taxes;
- Shipping charges;
- COD charges mistakenly collected, if any; and
- Any other order-specific compulsory charge paid.
No cancellation charge will be deducted.
Where only part of an order is cancelled, the customer will receive the amount attributable to the cancelled product, subject to fair recalculation of disclosed promotional benefits.
20. Product Unavailable After Order Placement
Although JewelPatakha makes reasonable efforts to maintain accurate stock information, a product may occasionally become unavailable because of:
- Simultaneous orders;
- Inventory mismatch;
- Product damage;
- Quality-check rejection;
- Supplier cancellation; or
- Technical error.
Where this occurs, JewelPatakha may offer:
- A replacement product of the customer’s choice;
- Store credit with the customer’s consent; or
- A complete refund for the unavailable product.
The customer is not required to accept a substitute product or store credit in place of an eligible refund.
21. Incorrect Pricing or Technical Errors
Where a product is listed with an obvious pricing, description, tax or technical error, JewelPatakha may contact the customer before dispatch and offer:
- Purchase at the correct price;
- Selection of another product; or
- Complete cancellation and refund.
JewelPatakha will not charge the customer a cancellation fee where JewelPatakha cancels because of its own pricing or technical error.
A minor typographical error that does not materially affect the product or purchase will be corrected without cancelling the order where reasonably possible.
22. Suspected Fraud or Payment Risk
JewelPatakha may delay or cancel an order where there are reasonable indicators of:
- Unauthorised payment;
- Stolen payment credentials;
- Identity misuse;
- Repeated chargebacks;
- False customer information;
- Suspicious order patterns;
- COD abuse; or
- Other fraudulent activity.
JewelPatakha may request reasonable identity or payment verification but will never request a card PIN, CVV, UPI PIN, banking password or OTP intended to authorise a transaction.
A genuine customer whose order is cancelled after successful payment will receive an applicable refund after payment verification.
23. Duplicate Payments
Where a customer is charged more than once for the same order, the customer should provide:
- Order number;
- Payment reference;
- Date and amount;
- Screenshot or bank statement extract; and
- Registered contact details.
After verifying the duplicate payment, JewelPatakha will initiate a refund of the excess amount to the original payment method.
24. Failed or Pending Payments
Where a payment shows as failed or pending:
- The order may remain unconfirmed;
- The customer should avoid immediately making repeated payments;
- Razorpay or the customer’s bank may take time to update the transaction status; and
- JewelPatakha may request the payment reference for verification.
Where money is debited but the order is not confirmed, JewelPatakha will verify whether the amount was received.
If JewelPatakha did not receive the payment, reversal may be handled by the bank or payment provider. If JewelPatakha received the payment, the order will either be confirmed or the amount will be refunded.
25. Refund Processing Timeline
For an approved prepaid cancellation, JewelPatakha will ordinarily initiate the refund within five business days after confirming cancellation.
After initiation, the payment provider, bank, card network or UPI service may require additional time to credit the amount to the customer.
The time taken by a bank or payment provider after refund initiation is outside JewelPatakha’s direct control.
Accepted ecommerce refund requests must be processed within a reasonable period in accordance with the applicable payment and consumer-protection framework.
26. Refund Method
Approved prepaid refunds will ordinarily be issued to the original payment method used for the order.
Depending on the payment method, this may include:
- UPI;
- Credit card;
- Debit card;
- Net banking; or
- Another Razorpay-supported payment method.
JewelPatakha will not ordinarily provide a cash refund for a prepaid electronic transaction.
27. Store Credit
Store credit will be issued only where:
- The customer chooses store credit;
- A preference-based return qualifies only for credit;
- The customer agrees to credit as an alternative resolution; or
- The relevant policy expressly permits it.
Store credit will not be forced upon a customer where a monetary refund is legally or contractually due.
Unless otherwise communicated, JewelPatakha store credit will be valid for six months from its date of issue.
28. Cancellation During Sales and Festivals
Order processing may be faster or slower during:
- Wedding seasons;
- Festival periods;
- Major sales;
- Promotional launches; and
- Limited-edition collection releases.
Customers should not assume that a sale order will remain cancellable for a fixed period.
The customer should submit a cancellation request immediately. Sale and promotional orders may be cancelled before dispatch unless they were clearly identified as:
- Final sale;
- Specially sourced;
- Customised;
- Altered;
- Made to order; or
- Otherwise non-cancellable before purchase.
Mandatory consumer rights will remain unaffected.
29. Force Majeure
JewelPatakha may cancel or delay an order where fulfilment becomes impossible or commercially impracticable because of circumstances beyond its reasonable control, including:
- Natural disasters;
- Flood, fire or severe weather;
- Epidemic or public-health restrictions;
- War or civil disturbance;
- Government restrictions;
- Transport shutdown;
- Courier network disruption;
- Power or internet failure;
- Strike or industrial action; or
- Similar extraordinary events.
Where fulfilment is not reasonably possible, a prepaid customer will receive an appropriate refund for the unfulfilled order.
30. Customer Rights
This Cancellation Policy supplements and does not exclude any right or remedy that cannot lawfully be waived under the Consumer Protection Act, 2019 or other applicable law.
The Consumer Protection Act, 2019 establishes protections concerning consumer interests, unfair trade practices and consumer dispute redressal.
Where this policy conflicts with a mandatory consumer right, the mandatory legal provision will prevail.
31. Complaints and Grievance Escalation
For cancellation-related assistance, contact:
Customer Care, JewelPatakha
Email: swara@jewelpatakha.com
Telephone/WhatsApp: +91 92745 46265
Customer-service hours: Monday to Friday, 11:00 AM to 7:00 PM, excluding public holidays
For an unresolved complaint, contact:
Dipak Panchal
Designation: Grievance Officer
Email: swara@jewelpatakha.com
Telephone/WhatsApp: +91 92745 46265
Customers should include:
- Full name;
- Order number;
- Cancellation-request date;
- Payment reference;
- Previous correspondence; and
- Requested resolution.
A complaint ticket or reference number will be generated after the grievance is registered.
Unresolved matters may be escalated to:
Swara Panchal
Proprietor, JewelPatakha
32. Changes to This Policy
JewelPatakha may update this Cancellation Policy to reflect changes in:
- Order-processing procedures;
- Payment methods;
- Product categories;
- Customisation services;
- Shipping arrangements; or
- Applicable law.
The updated version will be published with a revised “Last Updated” date.
Changes will not ordinarily reduce cancellation or refund rights that have already arisen from an existing order.