Cancellation, Returns & Refunds
Our policy on cancellations, returns, replacements, and refunds — your rights as a consumer under Indian law.
Order Cancellation
When and how you can cancel an order before it ships
You may request cancellation of an order at any time before it is dispatched from our warehouse. Once dispatched, the order cannot be cancelled — please refer to Section 02 (Returns & Replacements) for post-delivery options.
| Situation | Cancellation Eligible? |
|---|---|
| Order placed, payment confirmed, not yet dispatched | Yes — full refund to original payment method |
| Order already dispatched | No — raise a return request after delivery (Section 02) |
| Same-day delivery orders | No — cancellation not permitted once confirmed |
| Orders placed under special promotional pricing | No — subject to promotional terms at time of purchase |
Email support@vook.in with your order number and subject line "Cancellation Request — Order #[number]", or call +91 9315983114 (Mon–Sat, 10 AM–6 PM IST). Cancellations are confirmed only upon written acknowledgement from VOOK. Please do not assume cancellation unless you receive a confirmation email.
Returns & Replacements
Your rights if you receive a damaged, defective, or wrong product
Under the Consumer Protection Act, 2019 and the Sale of Goods Act, 1930, you are entitled to receive goods that match their description and are free from defects. VOOK will accept returns or issue replacements in the following circumstances:
Dead on Arrival (DOA)
Product is non-functional on first use. Must be reported within 24 hours of delivery with unboxing video evidence. Eligible for replacement or full refund.
Manufacturing Defect
A defect attributable to manufacturing (not misuse or physical damage). Must be reported within 48 hours of delivery. Eligible for replacement or return under warranty.
Wrong Item Delivered
You received a product different from what you ordered. Must be reported within 48 hours of delivery with photographs. Eligible for collection and correct replacement at no cost.
Damaged in Transit
Refer to our Shipping Policy (Section 07) for the procedure. Claims must be filed within 24 hours of delivery with photographic evidence of the outer packaging and product.
Items must be unused and returned in their original packaging with all accessories, tags, labels, and the original GST invoice. Products without the original invoice will not be accepted for return. VOOK bears the return shipping cost for all valid returns arising from our error.
Refund Processing
How and when refunds are credited to you
Refunds are processed only after the returned item has been received and inspected by our team, or — for cancellations before dispatch — after the order is confirmed cancelled. Refunds are always issued to the original payment method used at the time of purchase.
| Payment Method | Refund Route | Timeline |
|---|---|---|
| Credit / Debit Card | Reversed to the same card | 5–7 business days from approval |
| UPI (Google Pay, PhonePe, Paytm) | Credited to originating UPI account / linked bank | 3–5 business days from approval |
| Net Banking | Credited to the bank account used for payment | 5–7 business days from approval |
| EMI (via Razorpay / PayU) | Reversed to card / account; EMI cancellation handled by bank | 7–10 business days from approval |
Timelines above reflect our internal processing. The actual credit may take additional time depending on your bank or payment provider's settlement cycle under RBI payment system regulations. If the refund has not appeared within 10 business days of our approval notice, contact support@vook.in with your order number and we will initiate a trace with the payment gateway.
Non-Eligible Items
Items and situations not covered by this policy
The following are not eligible for cancellation, return, or refund under this policy. This does not affect your statutory rights under the Consumer Protection Act, 2019 for defective or misdescribed goods.
Used or Opened Products
Products showing signs of use, missing original packaging, accessories, or seal are not eligible for return unless defective.
Physical or Liquid Damage
Damage caused by dropping, liquid contact, misuse, or unauthorised repair is not covered. Such claims are subject to paid service charges.
Beyond Reporting Window
Claims for DOA or transit damage reported after 24 hours, or other defects reported after 48 hours of delivery, are not eligible.
Special Promotional Orders
Orders placed under festival deals, flash sales, or bundle promotions are subject to the specific terms of that promotion and may not be cancellable.
Tampered Serial Numbers
Products with removed, defaced, or tampered serial numbers are ineligible for any return, replacement, or warranty service.
Change of Mind
We do not accept returns solely on the basis of a change of mind after delivery, unless the product is defective or misdescribed.
How to Raise a Request
The quickest way to get a cancellation, return, or refund resolved
All cancellation, return, and refund requests must be raised through one of the following official channels. Requests made through unofficial channels (social media messages, WhatsApp) are not binding on VOOK and will not be processed.
Order number · Registered email or phone · Clear description of the issue · Photographs or unboxing video (required for DOA, damage, and wrong-item claims) · Preferred resolution — cancellation, replacement, or refund.