Refund & Cancellation Policy.
This Policy explains how order cancellation requests, approved refunds, failed payments and other eligible transaction adjustments are handled by TriShana, operated by Trishana Skyhood Private Limited.
From cancellation request to refund.
Refund eligibility depends on the order status, payment status, reason for cancellation or return and applicable consumer rights.
Clear answers when plans change.
We understand that an order may occasionally need to be cancelled or a payment may require correction. This Policy explains the process followed for eligible cancellations and refunds.
Cancellation is generally easier before an order has been dispatched. Once a parcel has entered shipping, stopping the shipment may no longer be operationally possible.
Nothing in this Policy is intended to restrict any mandatory refund, replacement, return or other remedy available to a consumer under applicable Indian law.
Requesting a Cancellation
If you wish to cancel an order, please contact us as soon as reasonably possible using the customer support information provided in this Policy.
Please provide the relevant order details so we can identify the order and determine its current fulfilment status.
Submission of a cancellation request does not itself confirm cancellation. The request is complete only after the order has been successfully stopped or its cancellation status has otherwise been confirmed.
Cancellation Before Dispatch
A cancellation request received before the order is dispatched will generally be considered for cancellation, subject to the order not having moved beyond a stage at which cancellation is technically or operationally possible.
Contact us with your order information.
We check whether fulfilment can still be stopped.
Eligible orders are marked cancelled.
Any eligible amount paid is processed for refund.
Cancellation After Dispatch
Once an order has been dispatched, cancellation may no longer be possible because the parcel has already entered the logistics network.
If cancellation cannot be completed after dispatch, the customer may review the Return Policy after delivery to determine whether the product qualifies for an eligible return.
A customer should not intentionally provide false delivery information or misuse shipment refusal as a substitute for a return request.
Read Return Policy ↗When We May Cancel an Order
In limited circumstances, an order may need to be cancelled by us before fulfilment is completed.
Product is unavailable or cannot reasonably be fulfilled.
Payment cannot be confirmed or remains unsuccessful.
Delivery address is invalid or not serviceable.
A genuine technical, catalogue or pricing error prevents lawful fulfilment.
There is a reasonable indication of unauthorised, fraudulent or abusive activity.
Fulfilment becomes impossible because of a legal restriction or other legitimate reason.
Where we cancel a successfully paid order and no goods are supplied, the eligible amount received will be refunded in accordance with this Policy and applicable law.
Cancellation Charges
TriShana does not intend to impose an arbitrary cancellation penalty merely because a customer makes an eligible cancellation request before dispatch.
Any charge or deduction, if legally applicable in a particular situation, must be consistent with applicable consumer law and must not operate as an unfair or undisclosed charge.
Nothing in this Policy authorises cancellation charges that are prohibited or inconsistent with applicable Consumer Protection (E-Commerce) Rules.
When a Refund May Be Due
A refund may become payable in circumstances including:
A successfully paid order is cancelled before fulfilment where refund is due.
We cancel an order after receiving successful payment.
A returned product qualifies for refund under the Return Policy.
Duplicate or excess payment is verified as having been received.
A prepaid shipment is confirmed lost and an applicable refund is selected as resolution.
Refund is otherwise required under applicable consumer law.
Refund Method
For prepaid orders, an approved refund will ordinarily be initiated to the original payment method used for the transaction where technically possible.
This may include the original bank account, UPI account, card, wallet or another payment method supported by the relevant payment provider.
If refund to the original payment method is not technically possible, we may request appropriate information to process the refund through another lawful and secure method.
We will never ask you to disclose an OTP, UPI PIN, CVV or online-banking password in order to receive a refund.
Processing an Approved Refund
Once a refund has been approved and all reasonably necessary checks have been completed, we aim to initiate it without unnecessary delay.
Where a specific refund period is required by applicable law, that statutory period will apply.
After a refund is initiated by us, the time taken for the amount to appear in the customer's account may depend on the bank, card network, UPI system, payment gateway or other payment provider.
“Refund initiated” means the refund instruction has been submitted from our side. The final credit to the customer may require additional processing by financial institutions or payment service providers.
Failed or Pending Payments
A payment may occasionally be debited from a customer's account while the website displays the transaction as failed, pending or incomplete.
In many such cases, the financial institution or payment provider may automatically reverse the unsuccessful transaction.
If payment has been debited but the order is not confirmed and the amount is not automatically reversed within the period communicated by the relevant payment provider, please contact us and, where appropriate, your bank or payment provider.
Duplicate or Excess Payment
If the same order is successfully charged more than once, please contact us with the relevant order and transaction information.
After verification that duplicate funds were actually received by us for the same payable transaction, the eligible duplicate amount will be processed for refund.
A temporary duplicate debit that is automatically reversed by the customer's bank or payment provider may not require a separate merchant refund.
COD Refunds
Where Cash on Delivery is available and an eligible refund becomes payable after delivery, the refund cannot ordinarily be returned as a reversal to an original online payment instrument.
We may request appropriate bank, UPI or other permitted payment information from the customer for the limited purpose of processing an approved COD refund.
The customer must provide accurate refund information. We will not be responsible for delay or failure caused solely by incorrect payment details supplied by the customer, subject to applicable law.
Refund After Product Return
Where a refund depends on return of a product, the refund may ordinarily be initiated after the returned item has been received and the eligible return has been verified.
Verification may include confirming the product, order, reported issue and applicable return conditions.
For defective, wrong, damaged or otherwise statutorily protected goods, verification will not be used as an arbitrary barrier to a legitimate consumer remedy.
Read Return Policy ↗Shipping & Delivery Charges
Whether an original delivery charge or return shipping charge is refundable depends on the reason for cancellation or return and applicable law.
For a verified wrong, defective or damaged product attributable to us, customers should not ordinarily bear reasonable return-shipping costs required to obtain the applicable remedy.
For an optional change-of-mind return, original or reverse logistics charges may be non-refundable or deductible where this is clearly disclosed, reasonable and legally permissible.
Refunds on Discounted Orders
Where an eligible product purchased using a discount, coupon or promotional offer is refunded, the refund is generally based on the amount actually paid for the eligible item rather than its undiscounted reference price.
If a discount applied across multiple products, the promotional value may be proportionately allocated when calculating an eligible partial refund.
Promotional benefits that have already been consumed or applied may be adjusted only where this is consistent with the terms of the offer and applicable law.
RTO & Undelivered Orders
If a prepaid shipment is returned to origin because delivery could not be completed, any applicable refund will normally be considered after the RTO status has been confirmed.
Where non-delivery resulted from circumstances attributable to the customer, such as a materially incorrect address or unjustified refusal of a correct shipment, reasonable costs may be considered where clearly disclosed and legally permissible.
No deduction will be applied in a manner that unlawfully removes a consumer remedy for a genuine seller, product or delivery failure.
Fraud & Verification Checks
We may conduct reasonable verification before processing a refund where there is a genuine indication of duplicate claims, unauthorised transactions, product substitution, false information or refund abuse.
Verification may include confirming order details, transaction references, customer identity or other information reasonably necessary to process the refund securely.
Fraud checks will not be used to intentionally delay or deny legitimate refunds or statutory consumer rights.
Statutory Consumer Rights
This Policy is intended to operate consistently with the Consumer Protection Act, 2019, Consumer Protection (E-Commerce) Rules, 2020 and other applicable Indian law.
Nothing in this Policy is intended to prevent a consumer from receiving an applicable refund, replacement or other remedy in circumstances protected by law.
Applicable consumer remedies remain available.
Incorrectly supplied products may qualify for appropriate resolution.
Goods materially different from advertised characteristics remain protected.
Customers retain access to lawful grievance and consumer remedies.
If any part of this Policy conflicts with a mandatory consumer right under applicable Indian law, the statutory requirement will prevail to the extent of that conflict.
Refund & Cancellation Complaints
If you believe a cancellation or refund request has not been handled appropriately, you may contact our designated grievance contact.
Contact TriShana
For assistance regarding an order cancellation, failed payment or eligible refund, contact us using the information below.
From request to resolution.
Contact us with your relevant order information.
Eligibility and transaction details are reviewed.
An eligible refund is approved for processing.
Refund is initiated through the applicable payment route.
Questions about your refund?
Keep your order and payment information available and contact the TriShana support team for assistance.
Contact Support ↗