FIRSTCRY CANCELLATION POLICY
At Firstcry, our aim is to provide 100% satisfaction to our customers. If for any reason you wish to cancel the order, we are here to help. You will be able to cancel product(s) from your order in multiple ways on FirstCry, namely:
- 1. Order Level Cancellation
- 2. Product Level Cancellation
- 3. Shipment Level Cancellation
- 4. Combo Cancellation
Post successful cancellation, refunds would be provided as per applicability. For detailed information, please refer to the REFUNDS section under this policy.
1. ORDER LEVEL CANCELLATION
- You can cancel your order online, before the product(s) inside the order has been shipped. Applicable refund against the cancelled order (including Shipping Charges) will be credited to your FirstCry Cash Wallet, which can be further used during your next purchase with us or may be transferred to your respective bank / card / wallet by logging into your FirstCry Account (further Refund related details are provided below).
- In case even a single product of the order has been shipped, you will not be able to cancel the order (in such cases, user would have to cancel an individual product or complete shipment).
- In case the order contains product(s) such as Gift Certificate, Personalized product, order level cancellation will not be applicable.
2. PRODUCT LEVEL CANCELLATION
- You can cancel the product online,before the product(s) inside the order has been shipped. Applicable refund against the cancelled product (including Shipping Charges) will be credited to your FirstCry Cash Wallet, which can be further used during your next purchase with us or may be transferred to your respective bank / card / wallet by logging into your FirstCry Account (further Refund related details are provided below).
- In case the product has been shipped, you will not be able to cancel individual product (complete shipment would get cancelled in this case).
- For product(s) such as Gift Certificate and Gift Wrap, Personalized product cancellation will not be allowed.
- With the cancellation of last product in the order, 'Gift Wrap' would automatically get cancelled.
- As a part of cart offer or any other discount offer, if a user has purchased one product along with another product, and during cancellation of same, all the products purchased through same cart offer would get cancelled.
- For product(s) purchased through specific cart offer or any other discount offer inside the order, if any one of the product gets delivered to the user, then cancellation will not be applicable for all the other products tagged under same cart offer.
3. SHIPMENT LEVEL CANCELLATION
- You can cancel the shipment online, after the product(s) inside the order has been shipped. Applicable refund against the cancelled shipment (excluding Shipping Charges) will be credited to your FirstCry Cash Wallet, which can be further used during your next purchase with us or may be transferred to your respective bank / card / by logging into your FirstCry Account (further Refund related details are provided below).
- In case, the product has been shipped, you will not be able to cancel individual product, as complete shipment / package would get cancelled.
- In case, user tries to cancel a product which has already been shipped, all the products which are part of same shipment / package will get cancelled.
- Cancellation will not be applicable for all the respective products which are part of shipment / package, if the shipment / package is out for delivery.
4. COMBO CANCELLATION
- You can cancel the combo online, through 'Cancel' link provided against specific combo on order details page. Applicable refund against the cancelled combo will be credited to your FirstCry Cash Wallet, which can be further used during your next purchase with us or may be transferred to your respective bank / card / wallet by logging into your FirstCry Account (further Refund related details are provided below).
- Cancellation at combo level will result in the cancellation of the entire combo.
- Partial cancellation at product level (inside combo) is not applicable and will not be allowed.
- There may arise certain scenarios wherein it might not be possible for us to accept and complete an order / product(s) inside an order and we may have to cancel same. Some situations that may result in your order being cancelled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. We reserve the right to refuse or cancel any order for any reason at our sole discretion at any time prior to delivery of the product(s) to you, including after the product(s) have been shipped. Therefore, for product(s) which are part of a specific combo inside the order, if any one of the product is cancelled by us due to above mentioned situations, the user will not be able to initiate cancellation request for the rest of the product(s) which are part of that combo (applicable refund against the cancelled combo product(s) will be credited to your FirstCry Cash Wallet).
| STEPS TO PROCESS CANCELLATION | ||||
|---|---|---|---|---|
| ORDER | PRODUCT | SHIPMENT | COMBO | |
| a. Log into your FirstCry account and go to Order Details page under 'My Account'. | a. Log into your FirstCry account and go to Order Details page under 'My Account'. | a. Log into your FirstCry account and go to Order Details page under 'My Account'. | a. Log into your FirstCry account and go to Order Details page under 'My Account'. | |
| b. Identify the order you wish to cancel and click on corresponding 'Cancel Order' link. | b. Identify the product you wish to cancel and click on corresponding 'Cancel' link. | b. Identify the Shipment you wish to cancel and click on corresponding 'Cancel' link. | b. Identify the combo you wish to cancel and click on corresponding 'Cancel' link. | |
| c. Indicate the reason for cancellation and confirm the cancellation. | c. Indicate the reason for cancellation and confirm the cancellation. | c. Indicate the reason for cancellation and confirm the cancellation. | c. Indicate the reason for cancellation and confirm the cancellation. | |
| d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section. | d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section. | d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section. | d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section. | |
| e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address. | e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address. | e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address. | e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address. | |
| f. Applicable Refund will be initiated, once the cancellation request is successfully processed. | f. Applicable Refund will be initiated, once the cancellation request is successfully processed. | f. Applicable Refund will be initiated, once the cancellation request is successfully processed. | f. Applicable Refund will be initiated, once the cancellation request is successfully processed. | |
| g. In case, 'Gift Wrap, was purchased in the order, same would automatically get cancelled with cancellation of complete order. | g. In case any product in the order is shipped almost the same time the cancellation request is submitted, the cancellation request may not be fulfilled. | g. In case the shipment moves out for delivery almost the same time the request is submitted, the cancellation request may not be fulfilled. For these orders, you will have to check our return policy. | ||
| Scenarios when Cancellation Option will be Disabled | ||||
|---|---|---|---|---|
| ORDER | PRODUCT | SHIPMENT | COMBO | |
| 1. The product(s) inside the order has been shipped | 1. The product(s) has been shipped | 1. The shipment is already out for delivery | 1. Partial or Complete combo have already been delivered to the user. | |
| 2. The payment status is not confirmed | 2. The payment status is not confirmed | 2. Shipment has already been cancelled | 2. The shipment through which combo is partially shipped or completely shipped, is already out for delivery | |
| 3. Order contains product(s) such as Gift Certificate, Personalized product | 3. Product is Gift Certificate or Gift Wrap or Personalized product | 3. Combo has already been cancelled | ||
| 4. Order has already been cancelled | 4. The product(s) has already been cancelled | |||
Note: Cancellation is not applicable if a product is bought with personalise detail at any of the above mentioned level.
Refunds
- 1) Applicable refund against the Entire Order / Product / Shipment / Combo / Assembly Service amount will be provided in your respective FirstCry Cash Refund Account first, with the exception of Loyalty Cash, and Gift Certificate amounts.
- 2) Payments made through Loyalty Cash and Gift Certificate will be refunded back to the respective original source.
- 3) Once the refund amount is added in your FirstCry Cash Refund Account, you can use the credit to place future orders with Firstcry.om or request to initiate refund to your original source of payment can be made using 'Refund Back to Me' option under 'Cash in My Account' section.
- 4) Upon successful cancellation of order, applied Coupon Code will be auto released for re-use, provided the coupon code is valid and satisfies the Terms and Conditions for use ( for example, type of products, expiry date, etc)
- 5) Cancelled orders will not be eligible for earning any loyalty cash or Cashback.
- 6) Shipping charge is applicable on weight of the orders and Cross Border Charges (inclusive of Taxes and Duties) is applicable amount of the order to be charged at all locations. For more details please visit shipping policy or Click here
- 7) In cases, where a User is initiating cancellation request for order and if the system identifies that even a single product from that order is shipped, shipping charges would be deducted / recovered from User's FirstCry Wallet based on the order weight and Cross border charges (if applicable) would be deducted / recovered from User's FirstCry Wallet based on the order amount.
- 8) For 'Cash on Delivery' orders - In cases, where the user is initiating a cancellation request, and if the system identifies that even a single product from that order is shipped, shipping charges would be deducted / recovered from User's FirstCry Wallet based on order weight along with Cross border charges and COD charges (if applicable) would be deducted / recovered from User's FirstCry Wallet based on order amount.
- 9) In addition to the above points, where the Shipping, COD and Cross border charges (if applicable) was deducted / recovered due to a cancellation request raised by a user, if a customer further initiates a cancellation request, which would eventually result in the cancellation of complete order (provided no shipment was configured), in that scenario, the COD / Shipping/Cross Border charges deducted / recovered earlier would be credited back to User’s FirstCry Wallet.
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10) Gift Wrap refund would be applicable -
- 1) Only with the cancellation of the last product in the order.
- 2) No shipment is generated / configured in the order.
- For further information, please refer //www.firstcry.om/payments
