Cancellation Policy

Effective Date: 01-05-2018
Last Updated: 14-06-2025

Peneu is an eCommerce platform provider that enables businesses to create and manage their online stores without any technical knowledge. While we do not sell or ship any products ourselves, we provide the tools and infrastructure for sellers to manage orders, payments, inventory, and customer interactions. This Cancellation Policy is designed to help both customers and merchants understand the cancellation process for orders placed through stores powered by Peneu.

1. Scope of This Policy

This policy applies to:

• Customers placing orders on online stores hosted by Peneu

• Merchants (store owners) using Peneu to operate their eCommerce businesses

• All cancellation requests made before, during, or after the order fulfillment process

2. General Guidelines for Cancellation

Customers may cancel an order under the following conditions:

• The order is not yet shipped

• The product is in processing or pending confirmation

• The cancellation request is made within the defined cancellation window by the respective seller (usually 1–24 hours)

Orders that have already been packed or dispatched may not be eligible for cancellation. In such cases, the customer can request a return after receiving the product (based on the merchant’s return policy).

3. How to Cancel an Order

To cancel an order:

1. Log in to the online store account

2. Go to My Orders

3. Click on the order you want to cancel

4. Choose “Cancel Order” and specify the reason

5. If cancellation is approved, you will receive a confirmation email or SMS

Alternatively, you can contact the store support team directly or email them for manual cancellation.

4. Cancellation by the Seller

A seller may cancel an order under the following circumstances:

• The item is out of stock

• The delivery location is non-serviceable

• The order appears fraudulent or suspicious

• There are issues with payment verification

In such cases, the customer will be notified immediately, and a full refund will be initiated (if applicable).

5. Refund After Cancellation

If payment was made online and the order is eligible for cancellation:

Refunds will be processed to the original mode of payment unless otherwise agreed.

6. Cancellation Charges

In most cases, no cancellation charges are applied if the order is cancelled before shipment. However, sellers reserve the right to:

• Deduct convenience fees or processing charges in case of custom-made or special items

• Decline cancellation for products marked as “non-cancellable” or “final sale”

Customers are advised to carefully read the seller’s specific cancellation terms on each product page.

7. Products Not Eligible for Cancellation

Some items may not be eligible for cancellation, including:

• Made-to-order or personalized products

• Perishable goods (e.g., food, flowers)

• Downloadable digital products

• Products marked as “non-cancellable” on the product page

8. Technical Failures & Payment Issues

If a payment fails but the amount is debited, the order may not be processed. In such cases:

• The payment gateway will auto-reverse the transaction within 5–7 days

• If not received, the user must contact the respective payment provider or email [email protected] with the transaction reference

9. Platform-Level Cancellations (By Peneu)

Peneu reserves the right to cancel an order (or suspend a merchant) in case of:

• Repeated customer complaints against a seller

• Discovery of fraudulent activity

• Legal or regulatory compliance issues

In such scenarios, refunds (if applicable) will be processed on a priority basis.

10. Customer Responsibilities

To ensure smooth cancellations:

• Always check the seller’s policy before placing an order

• Cancel orders promptly if no longer needed

• Avoid repeated cancellations to prevent misuse

• Contact support in case of delays

11. Merchant Responsibilities

All sellers using Peneu must:

• Clearly display their cancellation policy on the store

• Honor cancellations made within the allowed time frame

• Issue refunds promptly after cancellation

• Notify customers in case of cancellations from the seller’s side

Failure to comply may result in account review or suspension from the platform.

12. Support and Dispute Resolution

For any issues related to cancellations:

📧 Email: [email protected]
📞 Customer support hours: 10:00 AM to 7:00 PM IST (Mon–Sat)

Peneu may assist in resolving disputes between buyers and sellers on a case-by-case basis, but does not guarantee refund approval.

13. Updates to This Policy

This Cancellation Policy is subject to change without prior notice to reflect:

• Changes in law or regulations

• Updates in platform capabilities

• Merchant or customer feedback

It is the user’s responsibility to review the policy periodically. Continued use of Peneu services implies acceptance of the updated policy.

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