This Cancellation Policy explains when and how customers may cancel orders placed with Orlivae, a brand owned and operated by PIXLY WALLS PRIVATE LIMITED.
1. Cancellation Before Dispatch
Customers may request cancellation of an order before the order has been dispatched.
To request cancellation, contact:
Email: supportorlivae@gmail.com
Please provide:
Customer name.
Order number.
Email address or phone number used for the order.
Reason for cancellation, if the customer wishes to provide one.
A reason is not required for Orlivae's standard pre-dispatch cancellation.
2. Cancellation Is Not Guaranteed Until Confirmed
Submitting a cancellation request does not automatically mean that the order has been cancelled.
Orders may be processed and dispatched quickly.
Orlivae will confirm whether the cancellation was successfully completed.
If the order has already been dispatched, the standard pre-dispatch cancellation process may no longer be available.
3. Cancellation After Dispatch
Once an order has been dispatched, it normally cannot be cancelled through Orlivae's standard cancellation process.
After receiving the product, the customer may request a return or exchange under the:
Orlivae Return, Refund & Exchange Policy
Orlivae's standard voluntary return period is 7 days from delivery.
Where applicable law gives a customer a longer cancellation, withdrawal or return period, the legally required period will apply.
4. Refund for Successfully Cancelled Orders
If an order is successfully cancelled after payment has already been collected, the amount eligible for refund will be returned to the original payment method.
Orlivae aims to initiate the refund as soon as reasonably possible after cancellation is approved.
Banks, card issuers and payment processors may require additional time to credit the refunded amount.
Any mandatory refund deadline required by applicable law will take priority.
5. Cancellation Charges
Orlivae does not normally charge a cancellation fee for an eligible order cancelled before dispatch.
If Orlivae introduces any cancellation-related charge in the future, it will be clearly disclosed and applied only where permitted by applicable law.
6. Orders Cancelled by Orlivae
Orlivae may cancel an order where reasonably necessary, including because of:
Product unavailability.
Incorrect stock information.
Payment failure.
Suspected fraudulent or unauthorized payment.
Incorrect pricing or significant website error.
Incomplete customer information.
Delivery restrictions.
Legal or regulatory restrictions.
International shipping restrictions.
Sanctions or import/export restrictions.
Security concerns.
Circumstances preventing lawful fulfilment of the order.
Where Orlivae cancels a paid order, the appropriate amount will be refunded to the original payment method.
7. Pricing or Website Errors
Although Orlivae takes reasonable care when displaying prices and product information, errors may occasionally occur.
If an obvious or material pricing or product-information error affects an order, Orlivae may contact the customer before fulfilment.
Where legally permitted, Orlivae may:
Cancel the affected order and issue a refund; or
Give the customer an opportunity to continue with the corrected information or price.
Orlivae will not charge a corrected higher price without the customer's agreement where agreement is legally required.
8. Product Unavailability
If a product becomes unavailable after an order has been placed, Orlivae may:
Cancel the unavailable product.
Cancel the affected order.
Offer an alternative product with the customer's agreement.
If payment has been collected for a product that cannot be supplied, the appropriate refund will be issued.
9. Multiple-Item Orders
If an order contains multiple products and only one product becomes unavailable, Orlivae may cancel and refund only the unavailable product while continuing to fulfil the remaining products.
Where this would materially affect the customer's order, Orlivae may contact the customer before proceeding.
10. Changes Instead of Cancellation
Before dispatch, customers may contact Orlivae to request changes such as:
Shipping address correction.
Size change.
Product variation change.
Changes are subject to:
Product availability.
Processing status.
Courier status.
Operational feasibility.
Orlivae cannot guarantee that an order can be modified after it has been placed.
11. Incorrect Address
Customers are responsible for checking their delivery information before completing an order.
If an incorrect address is discovered, contact:
supportorlivae@gmail.com
as soon as possible.
If the order has not been dispatched, Orlivae will make reasonable efforts to correct the address.
Once dispatched, address changes may not be possible.
12. International Orders
International orders may be cancelled before dispatch according to this Policy.
Once an international order has been dispatched, Orlivae's standard pre-dispatch cancellation process normally ends.
Customers may then use applicable return or statutory withdrawal rights.
Customs, import or courier processes may affect whether an international shipment can be recalled after dispatch.
13. Refusing Delivery Is Not the Same as Cancelling
Customers should not normally refuse delivery as a substitute for following the cancellation or return procedure.
A refused shipment may incur additional courier, international shipping, customs or return costs.
Where legally permitted, costs caused by an unjustified refusal may affect the customer's refund.
This does not limit a customer's mandatory legal right to reject goods or exercise applicable withdrawal or cancellation rights.
14. Personalized or Customized Products
If Orlivae introduces personalized, customized or made-to-order products in the future, those products may have different cancellation or return conditions where permitted by law.
Any such restriction will be clearly disclosed before the customer places the order.
Mandatory rights relating to defective, incorrect, unsafe or misdescribed products will remain unaffected.
15. Suspected Fraud
Orlivae may place an order on hold or cancel it where there are reasonable grounds to suspect:
Payment fraud.
Unauthorized card or account use.
Identity misuse.
Manipulation of promotions.
Abuse of payment systems.
Other unlawful activity.
Where appropriate, additional verification may be requested before fulfilment.
16. Cancellation Due to Legal Restrictions
Orlivae intends to sell internationally, but not every product can necessarily be supplied to every jurisdiction.
An order may be cancelled if fulfilment would violate applicable:
Laws.
Regulations.
Sanctions.
Import restrictions.
Export restrictions.
Product restrictions.
Courier restrictions.
Where a paid order is cancelled for such a reason, the appropriate refund will be issued.
17. Payment Processing
Payments may be processed through Razorpay or another payment provider used by Orlivae.
Refund processing may therefore involve both Orlivae and the relevant payment provider or financial institution.
Cash on Delivery (COD) is not available.
18. Mandatory Local Cancellation Rights
Orlivae's standard commercial policy allows cancellation before dispatch and provides a standard 7-day return period after delivery.
However, consumer laws differ between countries.
Certain customers may legally be entitled to:
Longer cooling-off periods.
Cancellation after dispatch.
Withdrawal after delivery.
Additional refund rights.
Other mandatory remedies.
Where applicable mandatory consumer law provides stronger rights than this Policy, those legal rights will take priority.
Nothing in this Policy is intended to remove or restrict a consumer right that cannot legally be waived.
19. Relationship With Other Orlivae Policies
This Cancellation Policy should be read together with:
Global Terms & Conditions.
Return, Refund & Exchange Policy.
Shipping & Delivery Policy.
Privacy Policy.
Payment Policy.
If an order has already been delivered, the Return, Refund & Exchange Policy will normally be the primary policy governing a voluntary return.
20. Policy Updates
Orlivae may update this Cancellation Policy as its business, products, delivery arrangements or applicable laws change.
The latest version will be displayed on the Orlivae website.
Changes will not retrospectively remove mandatory rights already applicable to a customer's order.
21. Contact Us
For cancellation requests:
ORLIVAE Operated by PIXLY WALLS PRIVATE LIMITED
Email: supportorlivae@gmail.com Phone: +91 87540 14255
Address: No. 103, 100 Feet Bypass Road Velachery Chennai – 600042 Tamil Nadu India
GSTIN: 33AAQCP6539G1Z2
Grievance Contact: Grievance Officer – Orlivae