Refund & Cancellation Policy.

Scope of This Policy

This Refund & Cancellation Policy applies to eligible purchases made directly through the DORIX SHOP website operated by DORIX TECHNOLOGIES PRIVATE LIMITED.

It explains the conditions applicable to:

• Customer-requested order cancellations.
• Orders cancelled by DORIX SHOP.
• Refunds arising from approved cancellations.
• Refunds arising from eligible returns.
• Failed or duplicate payments.
• Prepaid and Cash on Delivery orders.

Product return eligibility after delivery is separately governed by our Return Policy.

Requesting an Order Cancellation

If you wish to cancel an order, you should submit the request as early as possible using our available customer-support channels.

Please provide sufficient order information, such as:

• Order number.
• Name used for the order.
• Registered email address or mobile number.
• Reason for the cancellation request.

Submission of a cancellation request does not itself confirm that the order has been cancelled. The request will be reviewed against the current fulfilment status.

Cancellation Before Dispatch

An order may generally be eligible for cancellation if the cancellation request is received before the product has been dispatched or before the order has entered an irreversible fulfilment stage.

If an eligible prepaid order is successfully cancelled, the amount collected for the cancelled order will be processed for refund in accordance with this Policy.

Cancellation After Dispatch

Once an order has been dispatched, customer-requested cancellation may not be operationally possible.

If the product has already been dispatched or delivered, the customer should review the Return Policy to determine whether the product is eligible for return, replacement or another remedy.

This limitation does not affect remedies that a consumer is entitled to under applicable law.

Cancellation by DORIX SHOP

In limited circumstances, we may need to cancel an order before fulfilment.

Possible reasons may include:

• Product becoming unavailable.
• Inventory discrepancy.
• Payment failure or inability to verify payment.
• Incomplete or undeliverable shipping information.
• Suspected fraudulent or unauthorised transaction.
• Material technical or pricing error.
• Legal or regulatory restrictions.
• Inability to fulfil the order for operational reasons.

Where we cancel a prepaid order and payment has been successfully received, the amount collected for that cancelled order will be processed for refund.

When a Refund May Be Available

A refund may be processed where the order or product qualifies under this Policy, our Return Policy or applicable law.

This may include situations such as:

• An eligible prepaid order is cancelled successfully.
• We cancel a prepaid order before fulfilment.
• An eligible returned product is approved for refund.
• An incorrect product is delivered and refund is the approved remedy.
• A materially damaged or defective product qualifies for refund.
• Goods do not conform to the characteristics or conditions represented or agreed, where applicable.
• A duplicate payment is confirmed.
• Payment was captured but no valid order was created, after verification.
• A refund or remedy is otherwise required by applicable consumer law.

Situations That May Not Qualify for Refund

Subject to applicable consumer rights, a refund may not be available merely because:

• A cancellation request is submitted after dispatch and the product does not qualify for return.
• The relevant product is outside the applicable return conditions.
• The product has been used, damaged or altered by the customer in a manner that makes it ineligible under the Return Policy.
• Required order or return verification cannot reasonably be completed.
• A claim is fraudulent, abusive or materially inconsistent with the transaction records.

How the Refund Process Works

Refund Processing Time

After a refund has been approved and all required verification or return conditions have been completed, we aim to initiate the eligible refund within approximately 5 to 7 business days.

Once initiated, the time required for the amount to appear in the customer's account depends on the bank, card network, UPI service, payment gateway or other payment provider involved. Such external settlement time is outside our direct control.

Refund Method

For prepaid transactions, approved refunds will generally be attempted to the original payment method wherever technically and operationally possible.

Cash on Delivery Orders

Where Cash on Delivery is available and an eligible refund is due after payment has been collected, there may be no original electronic payment route through which the amount can automatically be reversed.

In such cases, the customer may be asked to provide appropriate and verifiable bank account or UPI details for the refund.

Customers should ensure that refund information provided to us is accurate. We will never ask for an ATM PIN, UPI PIN, card PIN or online banking password for the purpose of issuing a refund.

Failed or Pending Payments

A transaction may sometimes show as debited at the customer's bank while the website does not receive successful payment confirmation.

In many such cases, the bank or payment provider may automatically reverse the unsuccessful transaction according to its settlement process.

If the amount remains debited and no valid order was created, please contact us with the relevant transaction and payment details so that the transaction can be reviewed.

Duplicate Payments

If the same order is charged more than once due to a verified duplicate transaction, the additional amount will be reviewed for refund.

We may request the order number, payment reference, transaction date and other non-confidential information reasonably required to verify the duplicate charge.

Shipping, Delivery and Other Charges

Whether shipping or other order-related charges are refundable depends on the reason for the refund, fulfilment status and applicable law.

Where a complete order is cancelled by us before dispatch and the customer has paid a shipping charge, the amount collected for that cancelled shipment will ordinarily be included in the eligible refund.

Where a customer returns an otherwise correctly supplied product for a reason not attributable to us, treatment of delivery or return-shipping charges will be governed by the Return Policy and applicable law.

Discounts, Coupons and Promotional Orders

Refunds are generally based on the amount actually paid for the eligible product or order after applicable discounts, coupons and promotional adjustments.

A promotional coupon, discount value or benefit that was not paid by the customer does not ordinarily become a separately refundable cash amount.

If a partial refund changes eligibility for a transaction-level promotion, the calculation may be adjusted where permitted by the original promotional terms and applicable law.

Consumer Protection and Statutory Rights

This Policy must be read subject to the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020 and other applicable laws in India.

Nothing in this Policy is intended to prevent a consumer from seeking an applicable remedy where goods are defective, deficient, spurious, materially different from advertised or agreed characteristics, or where another mandatory remedy is available under law.

Similarly, nothing in this Policy prevents a consumer from approaching an appropriate Consumer Commission, regulator, statutory authority, court or other forum where such right is available.

Refund or Cancellation Grievances

If you believe that an eligible refund has not been processed correctly, or you require assistance with an order cancellation, please contact our customer support or grievance channel.

Include your order number and sufficient information about the issue so that the relevant transaction can be identified.