Before
Dispatch

Free Cancellation
Window

Zero

Cancellation Fee
Before Dispatch

5–7

Business Days
Refund Processing

Full

Refund on All
Valid Cancellations

Act Fast

Orders Dispatched
Quickly

When Can You Cancel an Order

Whether or not you can cancel your order depends entirely on the current status of that order. Puroque processes and dispatches orders quickly, often on the same day or the next business day after the order is placed. For this reason, it is important to act as quickly as possible if you wish to cancel.

Order Status and Cancellation Eligibility

Use the table below as a quick reference to understand whether your order can be cancelled based on its current status:

How to Request a Cancellation

To request a cancellation, please follow these steps carefully. The faster you act, the higher the likelihood that your cancellation can be processed before dispatch.

Partial Order Cancellations

If your order contains multiple items and you wish to cancel only some of them (and not the entire order), a partial cancellation may be possible — provided that the items you wish to cancel have not yet been packed or dispatched at the time of your request.

To request a partial cancellation, contact us at support@puroque.com with your order number and clearly specify which item or items you would like to cancel. Our team will check whether those items have already been picked and packed.

If a partial cancellation is approved, a proportional refund will be issued for the cancelled item(s) only, minus any applicable shipping charges that may have been allocated to those items if shipping was calculated per item. The remaining items in your order will continue to be processed and delivered as normal.

Cancellation Initiated by Puroque

While rare, there are circumstances in which Puroque may need to cancel your order after it has been placed. We will always notify you by email as soon as a cancellation is initiated on our end and will provide a clear reason. The following are the situations in which we may cancel an order:

Cash on Delivery (COD) Cancellations

COD orders follow the same cancellation rules as prepaid orders in terms of the cancellation window — cancellation is free and straightforward if the order has not yet been dispatched. Since no payment is collected upfront for COD orders, there is no refund to process for a cancellation made before dispatch.

Important COD-Specific Points:

• COD orders are subject to a confirmation call from our team before dispatch. If we are unable to reach you to confirm the order, it may be held or cancelled to avoid unnecessary dispatch of unconfirmed orders.
• If you refuse to accept a COD order at the time of delivery after it has been dispatched, the order will be returned to our facility by the courier partner. This is treated as a Return to Origin (RTO) and not as a standard cancellation.
• Repeatedly refusing to accept COD orders at the time of delivery may result in COD access being restricted or disabled for your account in future purchases. This measure is taken to prevent unnecessary logistics costs and resource wastage.
• If a COD order is refused at delivery for a valid reason such as wrong item delivered, damaged packaging, or incorrect product, please inform the delivery agent immediately and contact us within 48 hours at support@puroque.com. We will treat this as a damaged or wrong item issue under our Return & Refund Policy.

Orders That Cannot Be Cancelled

While we aim to accommodate all reasonable cancellation requests, there are specific circumstances in which we are unable to process a cancellation, regardless of when the request is made:

• Orders that have already been dispatched and are in transit with our logistics partner.
• Orders that have already been delivered to the address provided at checkout.
• Orders for items that were specifically marked as "non-cancellable" or "final sale" at the time of purchase on the product page.
• Orders placed during special promotional events or flash sales where the offer terms explicitly state that cancellations are not permitted.
• Orders for perishable, time-sensitive, or personalised items where fulfilment has already begun at the time of the cancellation request.

If your order falls into any of the above categories and you still have a genuine concern, please contact us at support@puroque.com. We will do our best to find a fair resolution, which may include our standard return and refund process after delivery.

Cancellation Refund — Processing and Timeline

For prepaid orders cancelled before dispatch, a full refund of the amount paid will be initiated by Puroque within 5 to 7 business days of the cancellation being confirmed. The refund will be credited to the original payment method used at the time of purchase.

Puroque charges absolutely no cancellation fee for any order cancelled before dispatch. The refund amount will be equal to the full amount paid at checkout, including any applicable GST. A GST credit note will be issued in compliance with Section 34 of the CGST Act, 2017 for all cancelled prepaid orders.

Once a refund is initiated from our end, the credit timeline is governed entirely by your bank or payment provider and is outside Puroque's control. If you do not see the refund after 10 business days from our refund confirmation email, please check your bank statement first, then contact us at support@puroque.com for assistance.

Modifying an Order

Once an order is placed on puroque.com, it enters our processing system immediately and we begin preparing it for dispatch. For this reason, order modifications — such as changing the product variant, quantity, delivery address, or payment method — may not always be possible after the order has been confirmed.

If you need to make a change to your order, please contact us immediately after placing it at support@puroque.com or via live chat with your order number and the specific change you require. We will do our best to accommodate your request before the order is dispatched.

Please note that we cannot guarantee that any modification request will be fulfilled, as it entirely depends on how far along the order processing has progressed at the time of your request. In cases where a modification is not possible, we will suggest the best available alternative, including cancelling and re-ordering.

Failed Delivery and Return to Origin (RTO)

A Return to Origin (RTO) occurs when the courier partner is unable to deliver your order and returns the shipment to our facility. This can happen due to the following reasons:

• The customer was unavailable to receive the delivery on all delivery attempts made by the courier.
• The delivery address provided was incomplete, incorrect, or could not be located by the courier partner.
• The customer refused to accept the delivery at the door (for reasons other than a legitimate defect or wrong item).
• The customer was unreachable by phone during delivery attempts and the courier was unable to complete the delivery.

What Happens When an Order is Returned to Origin:

Your Consumer Rights Under Indian Law

As a consumer purchasing from puroque.com, your rights are protected under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 of India. Nothing in this Order Cancellation Policy is intended to limit or override these statutory rights.

Under these laws, you have the right to:

• Receive accurate information about the products you purchase before and at the time of purchase.
• Be protected against unfair trade practices, including deceptive cancellation or refund policies.
• Receive a full refund for any valid cancellation made before the goods are dispatched.
• Seek redressal through our Grievance Officer if your cancellation or refund request is not handled fairly.
• File a complaint with the appropriate Consumer Disputes Redressal Commission if you believe your consumer rights have been violated.

If your grievance is not resolved satisfactorily, you may approach the National Consumer Helpline at 1800-11-4000 or file a complaint online at consumerhelpline.gov.in or through the e-Daakhil portal at edaakhil.nic.in.

Contact Us for Cancellations

To request a cancellation or if you have any questions about this policy, please reach out to us through any of the channels below. We respond to all cancellation requests within 2 business hours during our working hours.

Policy Updates

Puroque reserves the right to update or revise this Order Cancellation Policy at any time. All changes will take effect immediately upon being published on this page. The "Last Updated" date at the top of this document reflects when the most recent revision was made.

We encourage you to review this policy each time before placing an order. The version of this policy applicable to your order is the one published on puroque.com at the time your order was placed. If a material change is made that affects existing orders, we will make every reasonable effort to inform you by email.