This policy sets out when and how a customer may cancel an order placed on freecultr.com or the Freecultr mobile app, the refund process that follows, and the limited circumstances in which Freecultr may cancel an order. It has been framed to comply with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, and applies to all orders placed on Freecultr's platforms.

1. Free Cancellation Window

A customer may cancel all or part of an order, free of charge and with no reason required, at any time before the order is packed for dispatch. In practice, this means:

• Cancellation requested within 4 hours of order confirmation, or before the order status changes to “Packed/Ready to Ship”, whichever is later 100% refund, no deductions.

• Orders can be cancelled by writing to hola@freecultr.com / calling +91-9818187606 (Mon–Sat, 10:30 AM–6:30 PM IST).

• A cancellation confirmation will be shared over email within 72 hours of the request.

Why this matters: an absolute “no cancellation once placed” clause is treated as an unfair, one-sided condition by consumer forums and the Central Consumer Protection Authority (CCPA). A clear, reasonable window protects the company from such disputes while cutting off cancellations once real fulfilment cost has been incurred.

2. Cancellation After Dispatch

Once an order has been packed and handed to the courier partner, it cannot be recalled from transit. To balance customer flexibility with the real cost of shipping and reverse logistics, the following applies:

• Prepaid orders: cancellation after dispatch is treated as a refuse at doorstep / return-to-origin (RTO) request. Once the shipment reverts to the Freecultr warehouse in resaleable condition, the order value is refunded, less a flat logistics fee of ₹300 (or the actual forward + reverse shipping cost, whichever is lower). This fee is displayed at checkout and in the order confirmation, not introduced after the fact.

• Cash-on-Delivery (COD) orders: the customer may refuse the shipment at the doorstep at no cost. Repeated refusals (see Section 5) may result in COD being disabled for that account.

• This clause does not apply to defective, damaged, wrong, or materially not-as-described items see Section 4, which remains free of charge regardless of dispatch status.

3. Orders That Cannot Be Cancelled

In line with standard e-commerce practice for personal-use and hygiene-sensitive categories, cancellation (though not return/exchange for defects) is not available once the order has been delivered, for:

• Products purchased under a final sale / clearance tag, clearly marked as such at the time of purchase.

4. Wrong, Damaged, or Defective Items

If a customer receives a wrong, damaged, defective, or materially not-as-described product, they may request cancellation/return within 7 days of delivery but the relevant proofs needs to be share via Mail on hola@freecultr.com. Freecultr bears the full cost of reverse pickup in these cases, and the customer receives a full refund or free replacement, as they prefer.

5. Repeated Cancellations / COD Refusals

To prevent misuse that drives up logistics losses without restricting any individual customer's legal right to cancel, Freecultr reserves the right to:

• Disable Cash-on-Delivery as a payment option for accounts with 3 or more refused/cancelled COD shipments in a rolling 60-day period, requiring prepaid orders going forward.

• Flag accounts with an unusually high cancellation pattern for manual review before accepting future orders.

This is a payment-method restriction, not a denial of service the customer can still order prepaid. Forums have upheld this kind of proportionate, disclosed measure against serial-cancellation abuse.

6. Cancellation by Freecultr

Freecultr may cancel an order, in whole or in part, only in the following circumstances, and will always issue a full refund within the timeline in Section 7:

• The product is out of stock or discontinued after the order was placed.

• A pricing or product-listing error is identified (e.g., an evident typographical error in price).

• The delivery address falls outside serviceable pin codes, or is undeliverable after 2 failed attempts.

• Suspected fraud, abuse of the returns/COD system, or a violation of Freecultr's Terms of Use.

The customer will be notified of such cancellation by email/SMS with reasons, and the refund will be initiated within 2 business days of cancellation.

7. Refund Timelines

Scenario	What happens	Refund / Charges
Prepaid order, cancelled before dispatch	Full refund to original payment method (UPI/Card/Netbanking/Wallet)	5–7 business days
Prepaid order, cancelled after dispatch (RTO)	Refund initiated once item reaches warehouse	7–10 business days from warehouse receipt, less applicable fee (Sec. 2)
COD order, refused at doorstep	No charge; order simply closed	Not applicable
Defective/wrong/damaged item (Sec. 4)	Full refund or free replacement, customer's choice	5–7 business days from pickup
Cancelled by Freecultr (Sec. 6)	Full refund, no deductions	2–5 business days

Bank/payment-gateway processing may add 2–4 additional business days beyond the timelines above; this is disclosed on the Refund Policy page as well.

8. How to Request a Cancellation

• Email :- hola@freecultr.com with the order number.

• Phone :- 9818187606, Monday–Saturday, 10:30 AM–6:30 PM IST.

• WhatsApp :- 8796811602, Monday–Saturday, 10:30 AM–6:30 PM IST

9. Policy Changes

Freecultr may update this policy from time to time. The version and effective date at the top of this page will always reflect the terms applicable to orders placed on or after that date; orders placed earlier remain governed by the policy in force at the time of purchase.

Cancellation policy