Refund & Cancellation Policy
This Refund and Cancellation Policy explains when a Clothentia order may be cancelled, when a refund may be available, how eligible refunds are processed and what customers should do if they experience an order or payment-related issue.
Last Updated: 11/08/2026Policy Overview
At Clothentia, we aim to provide a clear process for order cancellation and eligible refunds.
This policy applies to purchases made directly through https://clothentia.in/ and should be read together with our Return Policy, Shipping Policy and Terms and Conditions.
Nothing in this policy is intended to restrict any mandatory consumer right or remedy available under applicable law.
Customer-Initiated Order Cancellation
A customer may request cancellation of an order while the order is still eligible for cancellation and has not progressed to a stage where shipment or fulfilment can no longer reasonably be stopped.
Before shipment
If the order has not yet been shipped, customers may submit a cancellation request through the available account or support options.
If the cancellation is successfully accepted, a prepaid order will be processed for a full refund of the eligible amount paid for the cancelled order.
After shipment
Once an order has already been dispatched, the order may no longer be cancelled through the normal cancellation process.
Where the delivered product qualifies for a return, replacement or refund, the customer should follow the applicable Return Policy .
Submitting a cancellation request does not by itself confirm cancellation. The order is treated as cancelled once the request has been accepted and the order status has been updated accordingly.
Cancellation by Clothentia
We may cancel an order where fulfilment is not reasonably possible or where there is a valid operational, payment, security or technical reason.
This may include:
- Product becoming unavailable or out of stock.
- Payment failure or inability to verify the transaction.
- Invalid, incomplete or undeliverable shipping information.
- A material pricing, inventory or technical error.
- A transaction reasonably suspected to be fraudulent or unauthorised.
- Operational circumstances that make fulfilment unavailable.
If Clothentia cancels a prepaid order for which payment has already been successfully received, the eligible amount paid for that cancelled order will be refunded.
When a Refund May Be Available
Subject to verification and the applicable policies, refunds may be processed in cases such as:
- A successfully cancelled prepaid order.
- An order cancelled by Clothentia after successful payment.
- An approved eligible product return.
- A duplicate payment confirmed by our records or payment provider.
- A successful payment for which an order was not successfully created, after the transaction has been verified.
- Other cases where a refund is required under the applicable Return Policy or applicable law.
Refunds for Approved Returns
Where a product is eligible for return, the return must first be handled in accordance with Clothentia's Return Policy.
Refund processing may begin after the returned product has been received or collected and the applicable verification or quality check has been completed.
The product should meet the eligibility conditions described in the Return Policy.
A return request and a refund are not automatically the same thing. A refund against a returned product is processed after the return has been accepted under the applicable policy.
Failed, Duplicate or Unmatched Payments
Payment debited but order not created
If your bank or payment method shows a debit but Clothentia does not show a successful order, the transaction may still be pending, failed or awaiting confirmation.
Please contact us with the available payment reference and transaction information if the amount is not automatically reversed or the order is not confirmed.
Duplicate payment
If the same order is charged more than once, please contact us. After the duplicate transaction is verified, the additional eligible payment will be processed for refund.
Refund Process
The refund process generally follows the steps below:
Request or Trigger
A cancellation, approved return, duplicate payment or other eligible refund event is recorded.
Verification
Order, payment or returned-product information is checked as applicable.
Refund Processing
Once approved, the eligible refund is initiated through the applicable payment process.
Refund Processing Time
Once a refund has been approved, Clothentia will initiate the eligible refund through the applicable payment channel within a reasonable processing period.
After initiation, the time required for the amount to appear in the customer's bank account, card, UPI-linked account or other payment instrument may depend on the bank, payment gateway, payment network or financial service provider.
Banking holidays, technical delays or processing by external payment providers may affect the final credit time.
If you have received confirmation that a refund was initiated but the amount has not appeared after the payment provider's normal processing period, contact us with your Order ID and available transaction details.
Cases Where a Refund May Be Declined
A refund relating to a product return may be declined where the return does not satisfy the applicable Return Policy or where the claim cannot reasonably be verified.
Examples may include:
- The product does not qualify for return under the applicable Return Policy.
- The returned product differs from the product originally supplied.
- The product was materially used, altered, damaged or handled beyond what is reasonably necessary to inspect it, except where the issue complained of is itself a defect or non-conformity.
- Required parts, accessories, packaging or identifying materials are missing where these are reasonably necessary for verification.
- The request is fraudulent, abusive or contains materially false information.
These exclusions do not remove rights that a customer is entitled to exercise under applicable law.
Partial Refunds
Where an order contains multiple products and only part of the order is cancelled or approved for refund, the refund may be limited to the eligible amount relating to the affected product or products.
Any adjustment to shipping charges, discounts or other order-level amounts will depend on the circumstances of the transaction and the applicable policy.
Shipping and Delivery Charges
Whether shipping or delivery charges are refundable depends on the reason for the refund and the applicable order circumstances.
Where an entire prepaid order is cancelled before shipment, the eligible amount collected for that cancelled order will be refunded.
For returns after delivery, any treatment of delivery or shipping charges will be determined in accordance with the Return Policy and the reason for the return.
Refund Method
Where technically and operationally possible, eligible refunds for prepaid orders are generally processed through the original payment channel used for the transaction.
If the original payment method cannot receive the refund, additional information may be requested so that an appropriate refund method can be determined.
For security reasons, customers should submit refund-related banking or payment information only through a communication method confirmed by Clothentia.
Refund and Cancellation Support
For cancellation, payment or refund-related assistance, please contact Clothentia using the information below.
Designation: Grievance Officer
info@clothentia.in
Monday to Friday
9:00 AM to 6:00 PM
When contacting support regarding a refund, please provide your Order ID and only the transaction information reasonably necessary for us to identify the payment. Do not send card PINs, passwords or OTPs.
Have an issue with a cancellation or refund?
Contact Clothentia with your Order ID and the details of the issue so our support team can review the request.