This Cancellation Policy applies to all orders placed through soultouchjewellery.com, operated by Soul Touch Jewellery, a sole proprietorship owned and operated by Nazia Khan.
Business address:
House No. 68, Alhasnath Colony
Toli Chowki, Hyderabad
Telangana – 500008, India
Customer-support email: care@soultouchjewellery.com
Phone and WhatsApp: +91 63097 93041
Support hours: Monday to Saturday, 10:00 a.m. to 6:00 p.m. IST, excluding public holidays.
This Policy reflects the order and Cash on Delivery terms provided for Soul Touch Jewellery.
Under India’s Consumer Protection (E-Commerce) Rules, an e-commerce entity must not impose a cancellation charge on a customer unless a similar charge is also borne by the entity when it unilaterally cancels an order. The Rules also require accepted refunds to be processed within a reasonable period.
Policy summary
- Once an order has been confirmed, it cannot ordinarily be cancelled by the customer.
- Product, size, colour, quantity, payment method and delivery-address changes are not guaranteed after confirmation.
- Cash on Delivery orders require a 40% advance payment, with the remaining 60% payable upon delivery.
- Refusal of a dispatched COD parcel may result in deduction of actual outward-shipping and return-to-origin costs from the COD advance.
- If Soul Touch Jewellery cancels an order, all amounts collected for the cancelled products will be refunded.
- Wrong, damaged, defective, missing or materially misdescribed products are handled under our separate Return, Exchange & Refund Policy.
This summary is for convenience. The complete terms below will apply.
1. Scope of this Policy
This Policy applies to:
- Prepaid orders;
- Cash on Delivery orders;
- Orders containing sale or promotional products;
- Orders placed using gift cards, store credits or discount codes; and
- All orders placed for delivery within India through our website.
This Policy should be read together with our:
- Return, Exchange & Refund Policy;
- Shipping Policy;
- Product Disclaimer;
- Privacy Policy; and
- Terms & Conditions.
2. When an order is considered confirmed
An order will ordinarily be considered confirmed when:
- The customer completes the checkout process;
- Soul Touch Jewellery receives the required payment or COD advance;
- The order passes any applicable payment, address or COD verification; and
- An order-confirmation communication is sent by email, SMS, WhatsApp or through the website.
For a prepaid order, full payment must be successfully received.
For a Cash on Delivery order, the required 40% advance payment must be received and the COD order must be verified.
An acknowledgement that an order request has been received does not prevent Soul Touch Jewellery from conducting payment, inventory, address or fraud checks before accepting the order.
3. Customer-requested cancellation
Once an order has been confirmed, customer-requested cancellation is ordinarily not permitted.
This applies even where:
- The order has not yet been dispatched;
- The customer changes their mind;
- The customer places the order by mistake;
- The customer finds another product or price elsewhere;
- The product is no longer required;
- The customer selects the wrong style, size, colour or quantity;
- The customer wants to combine or separate orders;
- The customer wants to change the payment method; or
- The order was intended as a gift and is no longer required.
Customers should review all product, pricing, delivery and payment details carefully before confirming an order.
4. Cancellation request submitted immediately after ordering
A customer who believes an order was placed incorrectly may contact us immediately at:
Email: care@soultouchjewellery.com
WhatsApp: +91 63097 93041
The communication should include:
- Customer’s full name;
- Order number;
- Registered mobile number or email address; and
- Reason for the request.
Submitting a request does not create an entitlement to cancellation.
Where operationally possible, Soul Touch Jewellery may consider an exceptional request before processing or dispatch, but acceptance will be entirely subject to:
- The processing status of the order;
- Whether packing has commenced;
- Whether shipping documentation has been generated;
- Whether the parcel has been handed to the courier;
- Payment status; and
- Other operational considerations.
A cancellation will be effective only when confirmed by Soul Touch Jewellery in writing.
5. Changes after order confirmation
After an order has been confirmed, customers cannot ordinarily change:
- Product;
- Design;
- Size;
- Colour;
- Quantity;
- Discount code;
- Payment method;
- Billing address;
- Shipping address; or
- Contact information.
Where the customer notices a minor typographical error in an address or phone number, they should contact us immediately.
We may attempt to correct the information if processing has not begun, but we cannot guarantee that a change will be possible.
Soul Touch Jewellery will not be responsible for delivery failure caused by incorrect or incomplete information supplied by the customer.
6. Prepaid orders
Prepaid orders are not ordinarily cancellable after confirmation.
If Soul Touch Jewellery exceptionally approves cancellation before dispatch, the approved amount will ordinarily be refunded to the original payment method.
We do not ordinarily deduct payment-gateway charges from an approved cancellation refund.
Once the parcel has been dispatched, the order cannot be cancelled and redirected through this Policy.
Delivery-related problems will be handled under the Shipping Policy or Return, Exchange & Refund Policy, depending on the circumstances.
7. Cash on Delivery orders
Cash on Delivery is subject to:
- Serviceability of the delivery PIN code;
- Successful order verification;
- Payment of the required advance;
- Accurate customer information; and
- Acceptance by Soul Touch Jewellery and the courier partner.
Customers selecting Cash on Delivery must pay:
40% of the total cart value in advance.
The remaining:
60% of the order value will be payable at the time of delivery.
The 40% payment is an advance against the order value and is not an additional COD fee.
The COD order will not be processed until the advance has been successfully received and the order has been verified.
8. COD verification
Soul Touch Jewellery may verify a COD order through:
- Phone call;
- SMS;
- WhatsApp message;
- Email;
- One-time password;
- Address verification; or
- Another reasonable verification method.
The customer must provide accurate and reachable contact details.
We may place an order on hold or cancel it where:
- The customer does not respond to verification attempts;
- The telephone number is invalid or unreachable;
- The address is incomplete or cannot be verified;
- The customer provides inconsistent information;
- Previous COD orders were repeatedly refused; or
- The order is reasonably suspected to be fraudulent.
If Soul Touch Jewellery cancels a COD order before dispatch for one of these reasons, the treatment of the advance will depend on whether any actual non-recoverable expense has already been incurred. No arbitrary or undisclosed cancellation charge will be imposed.
9. Refusal of a dispatched COD parcel
A customer should not refuse a COD parcel merely because they:
- Changed their mind;
- No longer want the product;
- Were unavailable without arranging an alternative;
- Ordered the wrong item;
- Did not review the product details; or
- Decided not to pay the remaining amount.
Where a COD parcel has been dispatched and delivery fails because the customer:
- Refuses delivery;
- Does not pay the remaining COD amount;
- Remains unavailable after reasonable delivery attempts;
- Fails to answer calls from the courier;
- Supplies an incorrect or incomplete address;
- Requests rejection of the parcel after dispatch; or
- Otherwise causes the parcel to be returned to origin,
Soul Touch Jewellery may deduct the following actual costs from the 40% advance:
- Outward-shipping cost;
- Return-to-origin shipping cost;
- Courier handling cost, where actually charged;
- Packaging cost that cannot reasonably be recovered; and
- Other directly attributable, reasonable and documented logistics costs.
The deduction will not exceed the amount actually and reasonably incurred.
Any remaining refundable balance will ordinarily be returned to the customer or, where agreed, issued as store credit.
10. Situations where no COD deduction will apply
Soul Touch Jewellery will not deduct customer-caused return-to-origin costs where the failed delivery resulted from:
- Soul Touch Jewellery sending the parcel to an incorrect address despite receiving correct information;
- Dispatch of the wrong parcel;
- Confirmed courier loss;
- Confirmed courier damage;
- The parcel being materially tampered with;
- The courier incorrectly marking delivery refusal;
- A cancellation initiated by Soul Touch Jewellery;
- The PIN code becoming non-serviceable before dispatch without customer fault; or
- Another error attributable to Soul Touch Jewellery or its service provider.
In these circumstances, the applicable amount collected from the customer will be refunded or otherwise resolved appropriately.
11. Repeated COD refusal or failed delivery
Soul Touch Jewellery may restrict or disable Cash on Delivery for customers or addresses associated with:
- Repeated refusal of confirmed COD parcels;
- Repeated customer-caused return-to-origin shipments;
- False or incomplete delivery information;
- Abuse of the COD facility;
- Fraudulent ordering patterns; or
- Repeated failure to respond to verification or delivery attempts.
Such customers may be required to place future orders using full prepaid payment.
This restriction will not prevent a customer from raising a genuine complaint relating to an incorrect, damaged or defective product.
12. Orders cancelled by Soul Touch Jewellery
Soul Touch Jewellery may cancel all or part of an order for reasons including:
- Product unavailability;
- Inventory discrepancy;
- Incorrect or incomplete product information;
- Obvious pricing or typographical error;
- Payment failure;
- Payment reversal;
- Suspected fraud or unauthorised payment;
- Failed COD or address verification;
- Non-serviceable delivery location;
- Repeated COD refusal;
- Technical or website error;
- Courier restrictions;
- Government restriction;
- Force-majeure event; or
- Another operational or legal reason preventing fulfilment.
Where Soul Touch Jewellery cancels an order, the customer will be informed through the available contact information.
13. Refund when Soul Touch Jewellery cancels an order
If Soul Touch Jewellery cancels an order after receiving payment, we will refund all amounts collected for the cancelled product or order, including:
- Full prepaid order amount;
- The 40% COD advance;
- Shipping charges collected for the cancelled order; and
- Other compulsory charges collected specifically for that order.
No cancellation charge will be deducted where the cancellation is initiated by Soul Touch Jewellery.
The refund will ordinarily be initiated within five to seven business days after cancellation confirmation.
The time taken for the amount to appear in the customer’s account may depend on the payment gateway, bank, card network or UPI provider.
14. Product unavailability
Although we attempt to keep stock information accurate, a product may become unavailable because of:
- Simultaneous orders;
- Inventory mismatch;
- Product damage identified during quality inspection;
- Supplier or warehouse discrepancy;
- Technical delay in updating stock; or
- Another operational reason.
Where a product is unavailable, we may:
- Cancel the unavailable product;
- Offer the customer an alternative, subject to consent;
- Offer store credit, subject to the customer’s voluntary acceptance; or
- Issue a refund.
A replacement or store credit will not be imposed where the customer is legally entitled to a refund.
15. Incorrect pricing or technical errors
If a product is displayed at an obviously incorrect price because of a typographical, technical or system error, Soul Touch Jewellery may:
- Contact the customer and offer the opportunity to purchase at the correct price; or
- Cancel the affected product or order.
The customer will not be charged a higher price without express consent.
If payment has already been collected and the customer does not accept the corrected price, the amount collected for the affected product will be refunded in full.
Soul Touch Jewellery will not rely on this clause to alter a correctly displayed and accepted price after an order has been validly confirmed.
16. Payment failure and duplicate payments
An order will not be treated as successfully confirmed where:
- Payment fails;
- Payment remains pending;
- The payment gateway does not confirm receipt;
- The issuing bank declines the transaction; or
- The payment is reversed.
Where money is debited but the order is not confirmed, customers should contact:
The customer should provide:
- Name;
- Mobile number;
- Transaction reference;
- Payment date;
- Amount;
- Screenshot or bank confirmation; and
- Any generated order number.
Duplicate or unmatched payments will be verified and, where received by Soul Touch Jewellery, refunded to the original payment method within a reasonable period.
17. Orders already dispatched
An order cannot ordinarily be cancelled after dispatch.
Once tracking details have been generated and the parcel has been handed to the courier, the customer must receive the order unless:
- The parcel appears visibly open or seriously tampered with;
- The courier confirms that the parcel is damaged;
- Soul Touch Jewellery gives written instructions to refuse delivery; or
- Refusal is otherwise justified under applicable law.
A customer should not refuse a parcel merely to bypass the no-cancellation rule.
18. Wrong, damaged, defective or misdescribed products
This Cancellation Policy does not apply where the customer receives:
- A wrong product;
- A damaged product;
- A defective product;
- A missing product;
- An incomplete product;
- A materially misdescribed product; or
- A product materially different from what was ordered.
Such matters will be handled under the Return, Exchange & Refund Policy.
Indian consumer law recognises remedies where goods are defective or where an unfair trade practice includes refusing to take back defective goods and provide appropriate redress.
19. Delayed delivery
A delay does not automatically cancel an order.
Delivery estimates are approximate and may be affected by:
- Courier delays;
- Weather;
- Public holidays;
- Strikes;
- Natural events;
- Government restrictions;
- Remote-location service limitations;
- Incorrect customer information; or
- Other circumstances outside reasonable control.
Where delivery is materially delayed beyond the stated estimate, customers should contact customer support.
Depending on the reason and status of the shipment, Soul Touch Jewellery may:
- Assist with courier escalation;
- Arrange redelivery;
- Replace a parcel declared lost;
- Cancel and refund an undeliverable order; or
- Provide another appropriate remedy.
20. Force-majeure cancellation
Soul Touch Jewellery may suspend, delay or cancel an order where fulfilment becomes impossible or commercially impracticable because of circumstances beyond reasonable control, including:
- Natural disasters;
- Flood, fire or severe weather;
- Epidemic or public-health emergency;
- War, civil disturbance or terrorism;
- Government action or legal restriction;
- Transport shutdown;
- Strike or industrial dispute;
- Courier-network disruption;
- Internet, hosting or payment-system failure;
- Import or supply-chain interruption; or
- Another comparable event.
If an order is cancelled under this section after payment has been received, the amount collected for the cancelled order will be refunded.
21. Refund method
Prepaid orders
An approved cancellation refund will ordinarily be sent to the original payment method used for the order.
Cash on Delivery orders
A refundable COD advance or balance may be returned through:
- Original digital payment method used for the advance;
- Verified UPI account;
- Verified bank account; or
- Store credit, where voluntarily selected by the customer.
Customers are responsible for providing correct payment details.
Soul Touch Jewellery will not be responsible for a payment sent to incorrect bank or UPI information supplied by the customer.
22. Discount codes, gift cards and store credits
Where an order placed using a discount code is cancelled by Soul Touch Jewellery:
- The refund will be based on the amount actually paid;
- The discount amount will not be paid in cash;
- The discount code may be restored where technically and commercially possible; and
- Promotional-code validity may remain subject to the original campaign terms.
Where gift card or store credit was used:
- The amount paid through gift card or store credit may be restored in the same form;
- Cash paid in addition may be refunded through the original payment method; and
- Gift cards and promotional credits will not ordinarily be converted into cash.
23. Partial cancellation by Soul Touch Jewellery
Soul Touch Jewellery may cancel only the unavailable or affected item while fulfilling the remaining items in the order.
In that situation:
- The amount collected for the cancelled item will be refunded;
- Any discount will be recalculated according to the original offer terms;
- Shipping treatment will be communicated where the order value changes; and
- The customer will not be charged an undisclosed additional amount.
Where cancellation of one item substantially changes the order, Soul Touch Jewellery may contact the customer before dispatching the remaining products.
24. No separate cancellation charge
Soul Touch Jewellery does not impose a separate flat cancellation fee.
Where a COD parcel is refused or returned because of customer action after dispatch, any deduction will be limited to actual and reasonable costs directly incurred, such as outward and return-to-origin shipping.
Where Soul Touch Jewellery cancels the order, no such deduction will be made and all applicable amounts collected will be refunded.
Nothing in this Policy is intended to exclude or restrict rights that cannot lawfully be excluded under applicable Indian consumer law. The Consumer Protection (E-Commerce) Rules specifically regulate cancellation charges imposed by e-commerce entities.
25. Fraudulent or abusive cancellation activity
Soul Touch Jewellery may investigate or restrict activity involving:
- Repeated false orders;
- Intentional COD refusal;
- Use of false contact information;
- Payment fraud;
- Abuse of promotional codes;
- Attempts to obtain multiple refunds for the same order;
- Chargebacks raised after receiving the product;
- Threatening or abusive conduct; or
- Other dishonest conduct.
We may:
- Cancel affected orders;
- Suspend the customer account;
- Restrict COD;
- Require prepaid payment;
- Preserve relevant transaction records; or
- Take lawful action where necessary.
This clause will not be used to prevent or suppress a genuine consumer complaint.
26. Contacting customer support
For an order-related query, contact:
Soul Touch Jewellery
House No. 68, Alhasnath Colony
Toli Chowki, Hyderabad
Telangana – 500008, India
Email: care@soultouchjewellery.com
Phone and WhatsApp: +91 63097 93041
Working hours: Monday to Saturday, 10:00 a.m. to 6:00 p.m. IST
Please include the order number and registered contact information in every communication.
27. Grievance escalation
If a cancellation or refund complaint remains unresolved, it may be escalated to:
Nazia Khan
Founder and Grievance Officer
Soul Touch Jewellery
Address: House No. 68, Alhasnath Colony, Toli Chowki, Hyderabad, Telangana – 500008, India
Email: care@soultouchjewellery.com
Phone: +91 63097 93041
The grievance will be acknowledged within 48 hours and addressed within the period prescribed under applicable law.
28. Policy changes
Soul Touch Jewellery may update this Policy to reflect:
- Changes in law;
- Changes in business operations;
- Changes in payment or courier arrangements;
- New fraud-prevention requirements; or
- Improvements to customer-support procedures.
The version applicable to an order will ordinarily be the version published when the order was placed, unless a later change:
- Is required by law; or
- Provides more favourable rights to the customer.
The latest revision date will be displayed at the beginning of this Policy.