Cancel Order

This Cancel Order Policy applies to purchases, website use, customer support interactions and product-related services offered by TWVLV Lifestyle Private Limited in India. It is intended to be read with the Privacy Policy, Terms & Conditions, Purchase Policy, Shipping Policy and FAQs, as well as any product-specific notices displayed on the product page, invoice, packaging or user manual.

1. Customer-Initiated Cancellation

• Orders can generally be cancelled only before dispatch.
• To request cancellation, contact care@twvlv.com as soon as possible with your order ID and registered contact details.
• A cancellation request is not confirmed until TWVLV verifies the order status and sends confirmation.
• If the order has already been dispatched, cancellation may not be possible and the request may be treated as a return request under the 12-day return/replacement window, subject to applicable policy and law.

2. Cancellation Before Dispatch

• If cancellation is approved before dispatch, TWVLV will initiate refund of the amount paid to the original payment method or another legally permitted method.
• Refund initiation is generally completed within 5-7 business days after cancellation approval. Bank/payment-gateway timelines may apply after initiation.
• If the order was placed during a promotional offer, coupon, bundle or limited-period campaign, cancellation may affect offer eligibility and related benefits.

3. Orders Already Dispatched

• Once an order is dispatched, TWVLV may be unable to recall the shipment.
• If you no longer want the product after dispatch, you may request return/replacement under the Purchase Policy, provided the product is eligible and returned unused in original packaging with all accessories, manuals, invoice and box contents intact.
• Where a prepaid order is refused without a valid reason after dispatch, TWVLV may deduct reasonable shipping and handling charges from the refund where permitted by law.

4. TWVLV-Initiated Cancellation

TWVLV may cancel an order in the following circumstances:

• Product unavailability or stock mismatch.
• Pricing, listing, typographical or technical error.
• Payment failure, reversal, chargeback, suspected fraud or risk review failure.
• Non-serviceable location or repeated delivery failure.
• Incorrect, incomplete or unverifiable customer/order information.
• Bulk-order abuse, unauthorised resale indication or misuse of promotional offers.
• Legal, regulatory, operational or force majeure reasons.

If TWVLV cancels a prepaid order before dispatch, the amount paid will be refunded to the original payment method or another legally permitted method within a reasonable time and in accordance with payment-gateway timelines.

5. Address Changes and Order Edits

• Address changes, phone number corrections or order edits may be possible only before dispatch and are subject to verification and courier/serviceability limitations.
• After dispatch, address changes may not be possible. If the courier partner supports an address correction, additional charges or delays may apply.

6. Duplicate Orders

If you accidentally place duplicate orders, contact TWVLV immediately. Cancellation will depend on order status. Once dispatched, each order will be handled according to this Cancel Order Policy and the Purchase Policy.

7. Contact

For cancellation requests, contact care@twvlv.com with the subject line "Cancel Order" and include your order ID, registered phone number and reason for cancellation.

Contact and Grievance Officer