This policy covers cancelling an order before it ships. Once a parcel is with the courier it stops being a cancellation and becomes a return — see Returns & exchanges. Money always comes back the way described in Refunds.
1. When you can cancel
An order can be cancelled while it is in any of these states:
- Pending — placed, payment not yet completed.
- Confirmed — Cash on Delivery order accepted, cash due on delivery.
- Paid — payment captured, not yet in the factory.
- In production — being made. Cancellable, but see §3.
Once the order moves to QC, shipped, out for delivery or delivered, it can no longer be cancelled — the item physically exists and is in the logistics chain. At that point the 7-day return window is your route, and refusing delivery works too.
2. How to cancel
- Open your orders, find the order, and use the contact link on it — or email support@dropkyd.com with your order number and the word “cancel”.
- A human actions it, usually within a few hours and always within 24 hours during working hours (10am–7pm IST, Mon–Sat).
- We confirm by email once the order status actually changes to cancelled. Until you get that email, treat the order as live.
- There is no cancellation fee, at any stage, for any reason.
Cancellation is not yet a one-click button in your account. We would rather say so than imply a self-serve flow that doesn't exist; it is on the roadmap.
3. Made-to-order items
Most Dropkyd products are printed after you order them. If a cancellation reaches us after printing has started, we may have already consumed a blank and an impression — we still cancel and still refund you in full. We absorb that cost rather than argue about it. Please just tell us early if you can.
4. Orders we cancel
- Unpaid checkouts. An order left pending with no completed payment is cancelled automatically after 45 minutes, and the units it was holding go back on sale. Nothing is charged. Just order again.
- Drop cancelled by us. Full refund within 24 hours — see Refunds.
- Suspected fraud, or an undeliverable address after we've tried to reach you. We tell you why.
- Genuine stock or production failure. Full refund, plus the choice of a replacement when the item comes back.
5. What cancelling does to stock
Your units are reserved the moment the order is created — that's why a limited drop can sell out while a checkout is still in flight. Cancelling releases that reservation: the drop's sold count is decremented and, for size-tracked products, the per-size stock is returned to on-hand, so the item becomes buyable by someone else immediately. A promo code you used goes back into its pool, and Dropkyd points you redeemed are credited back to your balance.
This is also why we ask you not to place duplicate orders while waiting on a cancellation — each one holds inventory away from other buyers until it clears.
6. Your money
- Prepaid — refunded to the original payment method. Timelines by rail are in Refunds (UPI 1–3 days, cards 5–7 days).
- Cash on Delivery — nothing was charged, so there is nothing to refund.
- Partly paid with Dropkyd points — the points are returned to your balance, and the cash portion is refunded to source.
- GST — a cancelled order is not a supply. If a tax invoice was already issued, we issue a credit note against it in the same tax period rules require.
7. If something goes wrong
If a cancellation isn't actioned or a refund doesn't land, escalate to our Grievance Officer — acknowledged within 24 hours, resolved within 15 days.
Pune, Maharashtra 411013
India