Cancellation Policy

This policy describes how to cancel an order on BambooPaper.in, and is published in compliance with Rule 5(3)(k) of the Consumer Protection (E-Commerce) Rules, 2020 which gives every consumer the right to cancel without penalty before dispatch.

1. Cancellation by you — before dispatch

You can cancel any unshipped order, free of charge, in any of these ways:

• Logged-in customers: open your orders, find the order, and click Cancel order. This works while the status is "Pending" or "Processing". Status flips happen live — you don't need to refresh.
• Guest checkout: reply to the order confirmation email from orders@bamboopaper.in within 30 minutes of placing the order. After 30 minutes the order has usually moved to "Processing" and a guest cancellation needs manual handling (see §5).
• Phone or WhatsApp: +91 86986 76976, during Mon–Sat, 10:00 – 19:00 IST. Quote your order number.

Once the courier scans the AWB at pickup (status "Shipped"), the order has left our warehouse and cannot be cancelled. Please raise a return instead — see Refund Policy §3.

2. Cancellation by us

We reserve the right to cancel an order, with a full refund, when:

• The product is out of stock or has been discontinued before dispatch.
• The shipping PIN code is not serviceable by our courier network.
• The order shows signs of fraud — mismatched billing/shipping country, repeated chargebacks, blocked card list.
• Pricing or stock information was materially incorrect at checkout (per Rule 5(3)(j) of the E-Commerce Rules).
• You ask us to cancel for any reason via email, phone, or WhatsApp.

In every case we will notify you by email before processing the cancellation. The refund follows the timelines in §3.

3. Refund timelines after cancellation

Refunds are issued to the same payment method used at checkout, per RBI's Harmonisation of Turn-Around Time framework (RBI/2019-20/67):

• UPI — instant to 24 hours.
• Net Banking / IMPS — 1 to 3 working days.
• Credit / Debit Card — 5 to 7 working days (bank-dependent; foreign cards may take longer).
• Cash on Delivery — nothing was charged, so no refund is needed. If a COD order was already paid by the courier on the doorstep at the moment of cancellation, the refund is by NEFT to a bank account you provide, within 7 working days.
• Wallet / promo credits — restored to your account instantly.

For orders billed with GST, the refund is processed via a Credit Note under §34 of the CGST Act, 2017. See Refund Policy §5.

4. Subscription cancellations

Subscription orders are different — they have a recurring mandate registered with Razorpay under the RBI e-Mandate framework. To cancel a subscription (versus a single order cycle), see the dedicated Subscription Terms §5. In short:

• Cancellation is one-tap, free, and instant from My Subscriptions.
• Any cycle already debited but not yet dispatched continues; the standard 7-day return window applies on receipt.
• The Razorpay mandate is cancelled atomically so no further debit can occur.

5. Wholesale and HORECA cancellations

Wholesale orders are governed by the signed Purchase Order and the Master Supply Agreement (where executed). Typical cancellation windows are:

• Before raw-material allocation — free cancellation, full refund.
• After allocation, before production — 10% restocking fee.
• After dispatch — handled as a return / RTO per the agreement; GST credit note matched against the buyer's GSTIN.

Contact your account manager or sales@bamboopaper.in for a wholesale cancellation.

6. Pre-orders and back-orders

For pre-order or back-ordered SKUs, you may cancel any time before dispatch and receive a full refund. We email dispatch ETAs as soon as production is confirmed so you can decide.

7. Partial cancellations

If you want to cancel only some of the line items on an order, email orders@bamboopaper.in with the order number and the SKU(s) you want removed. We will cancel those line items, issue a partial refund (per §3), and dispatch the remaining items as scheduled. A revised tax invoice with the updated GST is emailed alongside the refund.

8. Escalation

If a cancellation refund is delayed beyond the timelines in §3, please email our Customer Grievance Officer at hello@bamboopaper.in. The Officer acknowledges within 48 hours and resolves within 15 days per Rule 3(2) of the IT (Intermediary) Rules, 2021. For payment-related escalation see Refund Policy §10.

9. Contact

Questions: hello@bamboopaper.in · Phone +91 86986 76976 · Mon–Sat, 10:00 – 19:00 IST.