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Cancellations

Welcome to Haatza’s cancellation help center. This page explains when and how you can cancel an order, what happens to your payment or coupon, and timelines for refunds.
 
1) When can I cancel my order?
Before the item is shipped:

  • You can cancel anytime from the Order Details page until the order is handed over to the delivery partner.

  • No cancellation fee applies in most cases (see Cancellation Fees for exceptions like made‑to‑order items).

After the item is shipped:

  • Cancellation may be limited. If the courier has picked up the package, use “Refuse Delivery” or “Return” after delivery. Some items may support in‑transit cancel; we’ll show the option if available.

After the item is delivered:

  • Cancellations are not possible post‑delivery. Please raise a return or replacement request within the return window shown on the product page.

 
2) How to cancel
On Website / App:

  1. Go to My Orders → select the order → Cancel.

  2. Choose a reason → submit. If partial cancel is available (per item/variant), select the items you wish to cancel.

  3. You’ll see on‑screen confirmation. We’ll also email/SMS you.

If the Cancel button is missing:

  • The item might be shipped, delivered, non‑cancellable, or part of a special order. Contact Support from the order page.

 
3) Cancellation fees
Most standard items have ₹0 cancellation fee before shipping.
A fee may apply if:

  • Made‑to‑order / personalized items (e.g., tailored apparel, engraved products).

  • Perishable or time‑bound goods.

  • Bulk / high‑value orders where procurement has started.

We’ll always show any applicable fee before you confirm the cancellation.
 
4) Refund timelines
Refund starts immediately after your cancellation is confirmed.
Typical credit times (business days):

  • UPI: 2–4 days

  • Credit/Debit Card: 5–7 days

  • Net Banking/IMPS: 3–5 days

  • Haatza Wallet/Store Credit: Instant (within a few minutes)

  • Cash on Delivery (COD): 2–3 days after you add a refund method (bank account/UPI) in Refund Settings

 
Actual timelines depend on your bank/payment provider. We’ll update status in My Orders → Payment & Refunds.
 
5) What happens to discounts & promotions?

  • Coupon codes / Instant discounts: If all items using the coupon are canceled, the coupon is considered used and won’t be reissued unless specified. For partial cancellations, the discount may be recalculated for the kept items.

  • Cashback / Rewards: Pending cashback may be withdrawn if eligibility conditions are no longer met. Redeemed Haatza Coins/credits are returned for canceled items.

  • Bank/Wallet offers: Handled per the issuer’s T&Cs. If the offer is reversed by the issuer, it may reflect as a separate entry on your statement.

 
6) Partial cancellations & bundles

  • You can cancel individual items in a multi‑item order when available.

  • For combo/bundle offers, canceling a part may void bundle pricing. We’ll show new payable/refund amounts before you confirm.

 
7) Seller‑initiated cancellations
A seller may cancel due to:

  • Item out of stock or quality check failed

  • Serviceability issues with your pincode

  • Pricing or listing errors detected

When this happens, you’ll get an instant notification and full refund per the original payment mode. If an equivalent alternative is available, we’ll suggest it in the order page.
 
8) Auto‑cancellation by Haatza
We may auto‑cancel when:

  • Payment verification fails or isn’t received

  • Address or contact information is incomplete after repeated attempts

  • Regulatory restrictions prevent sale/shipment

You will be notified immediately and refunded as applicable.
 
9) Non‑cancellable items (examples)

  • Made‑to‑order / personalized products once processing starts

  • Perishables (food, flowers) with narrow delivery windows

  • Hygiene/healthcare items where packaging is opened

  • Digital goods once the code/license is delivered

The product page will always state if an item is non‑cancellable.
 
10) Changing address instead of canceling

  • Before shipment: You may update the shipping address from the order page if the Change Address option is shown.

  • After shipment: Address changes aren’t possible. You can cancel (if available) and reorder to the correct address.

 
11) Special notes for Cash on Delivery (COD)

  • If you cancel before delivery, no charges apply.

  • Repeated COD refusals may limit future COD eligibility.

  • For COD refunds (for pre‑paid add‑ons or deposits), add your bank/UPI in Refund Settings.

 
12) GST invoices

  • If an order is canceled before invoicing, no GST invoice is created.

  • If canceled after invoicing but before delivery, a cancellation/credit note may be issued per applicable rules.

 
13) Frequently asked questions
          Q. Can I cancel after the delivery date was promised but item isn’t shipped yet?
                 Yes. If the order hasn’t shipped, use the Cancel button.
          Q. I clicked cancel by mistake. Can I undo it?
                If the seller hasn’t processed the cancellation, contact Support immediately from the order page. Otherwise, place a new order.
          Q. I used a gift card. Where is my refund?
                Refunds go back to the same gift card/balance. Keep the original gift card details until you receive the refund.
          Q. I don’t see my refund yet.
                Check My Orders → Payment & Refunds for status. If the bank timeline has passed, contact Support with your order and payment reference numbers.
 
14) Need more help?

  • Open your order in My Orders and tap Get Help for quick actions.

  • Or reach us via support@haatza.com / in‑app chat (9:00–21:00 IST, all days).

     

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