Changed your mind about a pad, a bulk box or an easel order? While your parcel is still on our packing bench in Gurugram, cancelling is free and takes one email. This page from Caliora Citadel sets out exactly when you can cancel, how the money comes back, and the short list of moments when it is already too late.

The short version

  • Cancel free before dispatch — any time inside our 1–2 business days packing window.
  • No fees of any kind — we charge no cancellation fee, no processing fee, no restocking fee and no admin penalty.
  • Money back in 5 to 7 business days to the original UPI account, in line with Reserve Bank of India guidance for online refunds.
  • One channel — email, so both of us keep a written record.

When the cancellation window closes

Pads are picked, counted and boxed within 1–2 business days of your order being confirmed. Up until the moment the parcel is handed to Delhivery / XpressBees and a tracking number exists, you can stop it. Once that tracking number is generated the box has left Gurugram and cancellation is no longer possible — at that point the Refund & Returns Policy takes over instead.

Large easel-pad orders are the one case where the window can run a little longer: oversized cartons are re-secured by hand before they go out, so writing early on the same working day usually still catches them.

How to cancel

Send one email to care@calioracitadel.shop with the subject line Order Cancellation followed by your order number, from the same address you used at checkout — that is how we confirm the request is really yours. We reply within one working day during Monday – Saturday, 8:00 AM – 5:00 PM IST. Closed on Sundays and public holidays.

Cancellations are not taken by phone, WhatsApp or social media, because we cannot verify who is asking on those channels.

Cancelling part of an order

A mixed trolley of desk pads and easel sheets is normal here, and so is changing your mind about only one line of it. Tell us which items to drop and we re-pack the rest. If the order was under the ₹999 free-shipping line and a flat ₹49 delivery fee was charged, that fee is refunded in proportion with whatever we remove; if removing an item pushes the remaining order below the free-shipping line, we absorb the difference rather than billing you again.

Changing the order instead of cancelling

Address wrong? Need eight pads instead of four? Write in inside the same 1–2 business days window with the subject line Order Modification and your order number. Address changes depend on the new PIN code being serviceable; quantity changes mean a price adjustment either way, which we always confirm by email before acting on it.

How your refund comes back

  • Paid by UPI: the amount returns to the UPI handle or linked bank account you paid from, normally within 5 to 7 business days.
  • Cash on Delivery: nothing was ever charged, so nothing needs refunding.
  • Delivery fee: where a flat ₹49 charge applied, it is refunded together with the order.

The timeline is measured from our approval, not from your bank statement; banks can add a day at their end.

When we cancel an order

Occasionally the cancellation comes from our side — a batch turns out short, a price was displayed in error, a payment cannot be verified, a delivery PIN code sits outside our courier network, or an address is outside India, since we ship within India only. In every one of those cases you get an email explaining why and a full refund of anything paid, within 5 to 7 business days. We never keep part of the money.

After dispatch: refuse or return

If the box is already moving you still have two options. Refuse it at the door and the courier brings it back to us for a refund under the Refund & Returns Policy. Or accept it and open a return within 10 days of delivery, pads unused and outer packaging intact; approved refunds are then processed within 7 business days.

Grievance and escalation

If you are unhappy with how a cancellation was handled, write again marking it for the Grievance Officer. We acknowledge escalations within 24 hours and resolve them within 30 days, as required under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000 (IT Act 2000). This policy is governed by the laws of India, and any dispute is subject to the courts at Gurugram, Haryana.

Talk to us

Caliora Citadel · G24X+R4R, 4182, Block F, Carterpuri Village, Sector 23A, Gurugram, Haryana 122017, India · Monday – Saturday, 8:00 AM – 5:00 PM IST. Closed on Sundays and public holidays.