Cancellation Policy

ADDiiLUMA is a cosmetics and personal care brand/division of Addii Biotech Pvt. Ltd. We aim to provide our customers with a smooth and convenient shopping experience.

This Cancellation Policy explains the circumstances under which an order placed through the ADDiiLUMA online store may be cancelled.

1. Customer Order Cancellation

Customers may request cancellation of an order before the order has been dispatched.

To request cancellation, customers should contact ADDiiLUMA customer support as soon as possible after placing the order.

Cancellation requests are subject to the current status of the order.

If the order has already been processed, packed, or dispatched, cancellation may no longer be possible.

2. How to Request Cancellation

To request cancellation, please contact our customer support team and provide:

  • Order number
  • Customer name
  • Registered mobile number or email address
  • Reason for cancellation, if applicable

Our team will check the order status and confirm whether cancellation is possible.

Customers should not assume that an order has been cancelled until they receive confirmation from ADDiiLUMA.

3. Cancellation After Dispatch

Once an order has been dispatched, it generally cannot be cancelled through our regular cancellation process.

If the customer no longer wishes to receive a dispatched order, they should contact our customer support team for guidance.

Any applicable refund or return will be handled according to our Returns Policy and Refund Policy.

4. Refund for Cancelled Prepaid Orders

If a prepaid order is successfully cancelled before dispatch and the cancellation qualifies for a refund, the eligible amount will be refunded through the original payment method or applicable payment channel.

The time taken for the refund to appear in the customer's account may depend on the payment gateway, bank, card issuer, or other financial institution.

5. Cash on Delivery Orders

For Cash on Delivery (COD) orders, no payment refund is generally required if the order is cancelled before dispatch because payment has not yet been collected.

However, customers are requested to cancel COD orders as early as possible rather than refusing delivery after dispatch.

Repeated cancellations or refusals of COD orders may result in restrictions on future COD availability, subject to applicable law and our operational policies.

6. Cancellation by ADDiiLUMA

ADDiiLUMA may cancel an order in certain circumstances, including but not limited to:

  • Product is unavailable
  • Incorrect product information or pricing was displayed
  • Payment could not be successfully verified
  • Delivery location is not serviceable
  • Suspected fraudulent or unauthorized activity
  • Technical or system error
  • Product or order cannot be fulfilled for operational reasons
  • Legal or regulatory requirements
  • Other circumstances beyond our reasonable control

If a prepaid order is cancelled by ADDiiLUMA and an eligible refund is due, the applicable refund will be initiated according to our Refund Policy.

7. Incorrect Pricing or Product Information

Although we make reasonable efforts to ensure that product prices, descriptions, offers, and availability are accurate, errors may occasionally occur.

If an order is placed at an incorrect price due to an obvious technical or listing error, ADDiiLUMA may contact the customer regarding the order.

Where appropriate, the order may be cancelled and any payment received for the cancelled order will be refunded in accordance with our Refund Policy.

8. Promotional Orders

Orders placed using promotional codes, discounts, special offers, bundles, or other promotional campaigns may be subject to additional cancellation conditions.

If a promotional order is cancelled, the refund amount, where applicable, will be calculated according to the terms of the relevant promotion.

9. Partial Cancellation

If an order contains multiple products, customers may request cancellation of individual products before dispatch, where technically and operationally possible.

Once the order has been packed or dispatched, partial cancellation may not be possible.

Any eligible refund for a successfully cancelled item will be processed according to our Refund Policy.

10. Cancellation Due to Failed Delivery

An order that has already been dispatched but cannot be delivered due to reasons such as:

  • Incorrect address
  • Incomplete address
  • Customer unavailable
  • Incorrect contact information
  • Repeated failed delivery attempts
  • Customer refusal

May be returned to ADDiiLUMA by the courier.

Such an order will not automatically be treated as a customer-requested cancellation. Any refund or re-shipment will be handled according to the applicable Shipping, Returns, and Refund Policies.

Additional shipping or handling charges may apply where applicable.

11. Refund Processing Time

Once a cancellation is approved and a refund is initiated, the time taken for the amount to be credited to the customer's account may vary depending on the payment method and financial institution.

ADDiiLUMA will initiate eligible refunds within the applicable processing period, but the final crediting time may be controlled by the relevant payment gateway, bank, or payment provider.

12. Cancellation of Duplicate or Suspicious Orders

If multiple identical orders are placed accidentally or an order appears suspicious, fraudulent, unauthorized, or inconsistent with normal purchasing activity, ADDiiLUMA may contact the customer for verification or cancel the affected order where reasonably necessary.

13. Contact Us

For order cancellation requests or questions regarding this policy, please contact:

ADDiiLUMA A Division/Brand of Addii Biotech Pvt. Ltd.

Website: https://addiiluma.com/
Email: info@addiiluma.com
Phone: +91 7900021919
Address: 7th Floor, World Tech Tower, Plot No. ITC-10, Sector - 67, SAS Nagar, Mohali, Punjab - 160062

When requesting cancellation, please include your order number so that our team can process your request efficiently.

Related Policies

Customers are also encouraged to review our:

  • Privacy Policy
  • Refund Policy
  • Returns Policy
  • Shipping Policy
  • Terms of Service

These policies collectively govern purchases and use of the ADDiiLUMA online store.

Important: This Cancellation Policy should be reviewed against ADDiiLUMA's actual order-processing workflow, payment methods, shipping arrangements, and applicable Indian consumer laws before publication.