Order Cancellation Policy
Last Updated: 10 October 2026
OUR ORDER CANCELLATION POLICY
DIANA LUXURY allows customers to request cancellation of eligible orders, subject to the order status, payment status, dispatch status, product availability and applicable laws.
This Order Cancellation Policy explains when an order can be cancelled, how to request cancellation, how refunds are handled, and what happens if an order has already been dispatched.
Cancellation of an order does not affect any rights or remedies available to the customer under applicable consumer protection laws.
WHEN CAN AN ORDER BE CANCELLED?
Customers may request cancellation of an order before the order is dispatched.
A cancellation request should be submitted as soon as possible after placing the order.
Once an order has been dispatched, cancellation through the normal order cancellation process may no longer be available.
For dispatched orders, the customer may need to receive the order and then use the applicable Return Policy, where eligible.
HOW TO REQUEST ORDER CANCELLATION
Customers may request cancellation by contacting DIANA LUXURY through:
Email: dianaluxuryny@gmail.com
WhatsApp: +91 9511500563
Customers should provide:
- Order ID
- Name used for the order
- Registered mobile number
- Registered email address, where applicable
- Reason for cancellation, if requested
DIANA LUXURY may verify the customer's identity and order information before processing the cancellation request.
CANCELLATION BEFORE DISPATCH
If a cancellation request is received and accepted before the order is dispatched, DIANA LUXURY will cancel the order, subject to verification and order status.
For prepaid orders, the eligible refund will be processed according to the Refund Policy.
For COD orders, no payment refund is required where the order is cancelled before dispatch because no payment has been collected.
CANCELLATION AFTER DISPATCH
Once an order has been dispatched, the order may not be cancelled through the normal cancellation process.
If the customer no longer wants the order after dispatch, the customer may need to accept delivery and then request a return, subject to the Return Policy.
If the customer refuses delivery or does not accept the parcel and the parcel is returned to DIANA LUXURY as Return to Origin (RTO), the applicable RTO and refund rules will apply.
CUSTOMER-CAUSED RTO AFTER DISPATCH
If a customer refuses delivery, does not accept the parcel, provides an incorrect or incomplete address, remains unavailable for delivery, or otherwise causes the order to be returned to DIANA LUXURY, the order may be treated as a customer-caused RTO.
In such cases, applicable non-refundable shipping, return/RTO, handling, customs or other charges actually incurred by DIANA LUXURY may be adjusted or deducted from the refundable amount, to the extent permitted by applicable law.
The remaining eligible amount, if any, will be refunded or provided as Store Credit according to the applicable Refund Policy.
For detailed RTO rules, customers should refer to the Shipping Policy and Refund Policy.
RTO CAUSED BY COURIER OR DIANA LUXURY
If an order is returned to DIANA LUXURY because of a courier-related failure, incorrect delivery attempt, operational error, incorrect shipping label/address information provided by DIANA LUXURY, or another reason not attributable to the customer, the matter will be reviewed separately.
Where the RTO is attributable to DIANA LUXURY or the courier and the customer is otherwise entitled to a refund, applicable customer-paid amounts will be refunded or credited according to the Refund Policy and applicable law.
Customer-caused charges will not be applied where the RTO was not caused by the customer.
CANCELLATION OF COD ORDERS
COD orders may be cancelled before dispatch by contacting DIANA LUXURY.
After dispatch, a COD order cannot normally be cancelled through the standard cancellation process.
If a customer refuses or does not accept a dispatched COD order, the order may become an RTO.
Repeated refusal or non-acceptance of COD orders may affect the customer's future COD eligibility according to the COD rules stated in the Terms & Conditions.
Genuine courier delivery failures, incorrect delivery attempts, or issues caused by DIANA LUXURY will not be treated as intentional customer refusal.
CANCELLATION OF PREPAID ORDERS
For prepaid orders, cancellation before dispatch, where accepted, will result in a refund according to the Refund Policy.
If a prepaid order has already been dispatched, normal cancellation may no longer be available.
If the customer refuses delivery after dispatch and the order becomes RTO, the applicable RTO and refund rules will apply.
Where customer-caused shipping, return/RTO or other applicable charges are legally permitted to be deducted, such charges may be adjusted before the eligible refund is processed.
CANCELLATION AND REFUND OF SHIPPING CHARGES
If an order is successfully cancelled before dispatch, the treatment of the original delivery/shipping charge will depend on the circumstances and applicable law.
Where a refund is due, DIANA LUXURY will process the eligible amount according to the Refund Policy.
Where an order has already been dispatched or has entered the shipping process, actual non-refundable shipping or other charges may be treated according to the applicable Shipping Policy, Refund Policy and applicable law.
No deduction will be made where such deduction is not legally permitted.
CANCELLATION DUE TO DIANA LUXURY
DIANA LUXURY may cancel an order in circumstances such as:
- Product becoming unavailable
- Inventory or stock discrepancy
- Pricing or listing error
- Payment verification failure
- Suspicious or potentially fraudulent transaction
- Incorrect or incomplete order information
- Delivery restrictions
- Destination restrictions
- Courier/service availability issues
- Technical or system error
- Compliance, legal or regulatory requirements
- Circumstances beyond the reasonable control of DIANA LUXURY
If DIANA LUXURY cancels a prepaid order, the eligible amount will be refunded according to the Refund Policy.
Where applicable, the customer will be informed about the cancellation.
PRICING OR SYSTEM ERROR
If an order is placed due to an obvious pricing, product, inventory or technical error, DIANA LUXURY may review and, where appropriate and legally permitted, cancel the affected order.
If payment has already been received for an order cancelled for such a reason, the eligible amount will be refunded according to the Refund Policy.
DIANA LUXURY will not intentionally use a technical or pricing error to unfairly retain customer payments.
DUPLICATE ORDERS
If a customer accidentally places the same order more than once, the customer should contact DIANA LUXURY as soon as possible.
If the duplicate order has not been dispatched, DIANA LUXURY may cancel the duplicate order after verification.
If the duplicate order has already been dispatched, normal cancellation may no longer be available and the customer may need to follow the applicable Return Policy after delivery.
ORDER MODIFICATION INSTEAD OF CANCELLATION
Customers who want to change an order instead of cancelling it should contact DIANA LUXURY before dispatch.
Depending on the order status and availability, DIANA LUXURY may be able to assist with:
- Product changes
- Size changes
- Quantity changes
- Delivery address changes
- Other order-related corrections
Order modifications are not guaranteed after the order has been confirmed or processed.
If a requested change results in a price difference, the applicable amount may need to be paid or adjusted before the modified order is processed.
CANCELLATION OF STORE PICKUP ORDERS
Store Pickup orders may be cancelled according to the Store Pickup rules.
Where applicable, customers may request cancellation within the permitted cancellation period before collection.
For detailed Store Pickup cancellation, collection and adjustment rules, customers should refer to the Store Pickup terms and the applicable Terms & Conditions.
INTERNATIONAL ORDER CANCELLATION
International orders may be cancelled before dispatch, subject to order status and acceptance of the cancellation request.
Once an international order has been dispatched, normal cancellation may no longer be available.
If a dispatched international order is refused, not accepted, fails customs clearance, or is otherwise returned to origin, the applicable International Shipping Policy, Return Policy and Refund Policy will apply.
International customers may also be responsible for applicable shipping, return freight, customs, import duties, taxes, clearance or other charges where legally permitted and where such charges are attributable to the customer or the circumstances of the return.
CANCELLATION REQUEST DOES NOT GUARANTEE CANCELLATION
Submitting a cancellation request does not automatically mean that the order has been cancelled.
The order status must be checked and the cancellation must be accepted/confirmed by DIANA LUXURY.
If the order has already been dispatched before the cancellation request is processed, normal cancellation may no longer be possible.
CANCELLATION CONFIRMATION
When a cancellation request is successfully accepted, DIANA LUXURY may send a cancellation confirmation through email, SMS, WhatsApp or another available order communication channel.
Customers should retain the cancellation confirmation for their records.
REFUND AFTER SUCCESSFUL CANCELLATION
If a prepaid order is successfully cancelled and a refund is due, the refund will be processed according to the Refund Policy.
Refund processing generally takes 7–10 business days after the refund is approved, subject to payment gateway, bank and other financial institution processing times.
The actual time taken for the amount to appear in the customer's account may vary depending on the payment method and financial institution.
STORE CREDIT INSTEAD OF REFUND
Where permitted by the applicable circumstances and policies, DIANA LUXURY may offer Store Credit as an alternative to an online refund.
Store Credit issued by DIANA LUXURY will generally remain valid for 6 months from the date of issue unless otherwise stated.
Store Credit terms are subject to the Refund Policy and applicable law.
CANCELLATION OF PROMOTIONAL OR DISCOUNTED ORDERS
Orders placed using promotional offers, coupons, discounts or special pricing may be subject to additional terms.
If an order containing multiple products is partially cancelled, the effect on discounts, promotional benefits, free shipping or other offer-related benefits may be recalculated where applicable.
Any refund will be calculated according to the actual eligible amount paid and the applicable promotional terms, subject to applicable law.
CANCELLATION AND FREE SHIPPING
If an order qualified for free shipping based on a minimum order value or promotional offer, cancellation of one or more products may cause the order to no longer qualify for the free-shipping benefit.
Where legally permitted and clearly disclosed in the applicable offer terms, the applicable shipping amount may be considered while calculating the final refundable amount.
No amount will be deducted where such deduction is prohibited by applicable law.
FRAUDULENT OR SUSPICIOUS TRANSACTIONS
DIANA LUXURY may review transactions that appear suspicious, fraudulent, unauthorized or inconsistent with normal transaction patterns.
An order may be cancelled or placed on hold where reasonably necessary for fraud prevention, payment verification, security or legal compliance.
Where payment has already been received, any eligible refund will be processed after verification according to the Refund Policy and applicable law.
PAYMENT FAILURE OR PAYMENT VERIFICATION FAILURE
If payment is unsuccessful, incomplete, reversed, failed or cannot be verified, the order may not be confirmed or may be cancelled.
If an amount has been debited from the customer's account despite a failed or incomplete order, the customer should contact DIANA LUXURY with the transaction details.
Any duplicate, failed or unmatched payment will be reviewed and handled according to the Refund Policy and applicable payment-provider procedures.
CUSTOMER RESPONSIBILITY
Customers are responsible for providing accurate:
- Name
- Mobile number
- Email address
- Billing address
- Shipping address
- Other information required to process the order
Incorrect or incomplete information may result in delivery failure, delay or RTO.
Customers should carefully review their order details before completing the purchase.
CANCELLATION CHARGES AND APPLICABLE LAW
DIANA LUXURY will apply cancellation-related charges only to the extent permitted by applicable law.
DIANA LUXURY will not impose an unlawful or unjustified cancellation charge on a customer.
Under the Consumer Protection (E-Commerce) Rules, an e-commerce entity cannot impose cancellation charges on consumers after confirmation of purchase unless similar charges are also borne by the e-commerce entity when it unilaterally cancels a purchase order for any reason.
Accordingly, any cancellation-related charge or deduction will be applied only where legally permitted and consistent with the applicable rules and disclosed terms.
NO WAIVER OF CONSUMER RIGHTS
Nothing in this Order Cancellation Policy is intended to remove, restrict or waive any consumer rights, statutory rights or remedies available to a customer under applicable law.
Where any applicable law provides a customer with a right to cancel, return, refund, replacement or other remedy, such rights will apply to the extent required by law.
RELATED POLICIES
Customers should also refer to:
- Terms & Conditions
- Shipping Policy
- International Shipping Policy
- Return Policy
- Exchange Policy
- Refund Policy
- Store Pickup Terms
- Privacy Policy
- Grievance Redressal Policy
POLICY UPDATES
DIANA LUXURY may update this Order Cancellation Policy from time to time to reflect changes in its business practices, website functionality, payment methods, shipping arrangements, legal requirements or other operational requirements.
The updated version will be published on the website with the revised "Last Updated" date.
CONTACT INFORMATION
For cancellation requests or cancellation-related questions, please contact:
DIANA LUXURY
Email:
dianaluxuryny@gmail.com
WhatsApp:
+91 9511500563
Business Hours:
Monday to Saturday
11:30 AM to 8:00 PM IST
Address:
Diana Luxury
A3 Store, Ground Floor
Palika Bazar, Swage Farm Rd
Shiva Colony, Goverdhan Colony
Sodala, Jaipur, Rajasthan 302019
India
Website:
www.dianaluxury.com
DIANA LUXURY — ORDER CANCELLATION POLICY
Customers are encouraged to contact DIANA LUXURY as soon as possible if they wish to cancel an order.