1. Purpose & Scope
This Cancellation Policy explains when and how customers may request cancellation of an order placed on Silver Line. Orders are processed quickly for dispatch; therefore, adherence to stated time windows is essential. Successful payment processing (via Razorpay or other approved gateways) precedes order confirmation and stock allocation.
2. Standard Cancellation Window
- Immediate Phase: Orders may be cancelled within 1 hour of successful payment if not yet moved to processing.
- Processing Stage: Once quality check or packaging begins, cancellation eligibility narrows; contact support urgently.
- Shipped Orders: Dispatch / pickup scan marks the order as non-cancellable. Use Return/Refund process post delivery instead.
- Force Exceptions: For evident errors (duplicate charges, incorrect amount billed) we attempt best-effort intervention.
3. Non-Cancellable Categories
- Customized or engraved jewelry.
- Limited edition / pre-order items already committed to production.
- Items bundled with promotional free gifts (unless all are returned later under returns policy).
- Orders flagged for potential fraud until verification is complete.
4. Cancellation Request Procedure
- Email us at silver.line9250@gmail.com with subject: Cancellation Request - [Order Number].
- Provide order number, registered email, reason for cancellation and (if applicable) duplicate or correction notes.
- We acknowledge within 24 business hours and confirm acceptance / ineligibility based on current order status.
- Approved cancellations trigger stock re-allocation and refund initiation workflow.
5. Refund Handling & Timelines
- Payment Gateway: Refunds are processed through the original payment method (Razorpay / Card / UPI / Wallet).
- Initiation: Approved cancellation → refund initiated within 2–4 business days.
- Settlement: Banks or card networks may take 5–10 business days to reflect credit.
- Partial Cancellation: If only part of an order is cancelled (where allowed), proportional refund issued.
- Communication: Email confirmation includes refund reference/ARN or transaction ID where available.
6. Exceptions & Escalations
- Orders already shipped / manifested cannot be cancelled — use Returns module if eligible.
- High-risk flagged orders (fraud screening) may be auto-cancelled; payment reversals follow gateway norms.
- Gateway processing anomalies (double charge) are prioritized; supporting screenshots expedite resolution.
- Regulatory or compliance holds may extend resolution times; we keep you informed.
7. Contact & Support
For urgent cancellation requests within the allowed window or refund clarifications:
Email: silver.line9250@gmail.com
Phone: +91 9512765399
Address: A-604 Blossom Aura, Nadiad, Gujarat, India
Include order number and registered contact details for faster lookup.
8. Changes to This Policy
We reserve the right to modify this Cancellation Policy to reflect operational updates, regulatory changes or gateway compliance mandates. Revisions become effective upon posting. Continued use of the website following updates signifies acceptance.