Cancelling an order

Cancellation is free at any point before dispatch. Our packing window is 2 business days — time spent counting kits and checking printed ratings — so there is a real window in which nothing is committed. This page sets out both sides of that line at Solivar Mercantile.

The window

You have the handling window from the moment the order is confirmed. Once the parcel is sealed and scanned by the courier, the order has left us and the Refund and Returns Policy applies.

How to cancel

Email support@solivarmercantile.shop from the address on the order with the order number in the subject line. We reply to confirm, and that confirmation is what makes it final. A request from a different email address cannot be accepted, because we cannot verify who is asking.

Fees

None. We charge no cancellation fee, no processing fee, no restocking fee and no administrative penalty on an order cancelled before dispatch. Any shipping charge collected is refunded with the goods.

Refund timing

Approved cancellations are refunded in full to the original payment method within 5 to 7 business days, in line with Reserve Bank of India timelines for online refunds. Your bank or UPI app posts the credit on its own schedule. A Cash on Delivery order cancelled before dispatch involves no money at all.

Changing the rating or conductor range

This is the change worth making before dispatch. If the electrician has looked at the job and the conductor size is not what you assumed, ask inside the packing window and we will swap the kit rather than ship a connector that cannot be returned once it has had a wire in it.

Dropping an item

Name what to remove and we adjust the order. A smaller basket can fall below ₹1,499, in which case the flat ₹59 applies to what remains; we tell you before processing.

Changing the address

Address changes are fine inside the packing window and depend on the new PIN code being serviceable.

After dispatch

Refuse the parcel at the door, so it returns to us and we refund the goods once it is back and counted, or accept it and raise a return within 7 days of delivery under the Refund and Returns Policy — remembering that a fitted or part-used kit cannot come back.

When we cancel

Occasionally we must: a kit that fails its count before dispatch with no replacement in stock, a rating or count published in error, a PIN code our couriers do not serve, an address that cannot be verified, or an order with fraud markers. We email the reason and refund every rupee paid on the timeline above. Where a printed rating does not match the listing we cancel rather than ship it.

Failed payments

A failed or timed-out UPI request creates no order. If your account was debited without a confirmation, banks reverse it in nearly every case within a few working days — send the UPI reference and we will confirm whether anything reached us.

Repeat cancellations

We keep cancellation records for fraud prevention. Repeated cancellation after dispatch, or repeated refusal of delivered parcels, may lead us to ask for prepayment on future orders. It is rare and we explain it first.