Cancellation & Failed Delivery Policy
Guidelines on voluntary order cancellations, custom product policies, Return to Origin (RTO), and reshipment fees.
1. Order Cancellation Policy
We strive to process, print, and dispatch orders as quickly as possible. Please review our specific eligibility rules regarding voluntary cancellation requests:
- Standard, Non-Personalised Orders: May be cancelled freely prior to dispatch, with the exception of prepaid orders exceeding ₹2,000, which are not eligible for voluntary cancellation once placed due to bulk material allocation and priority printing scheduling.
- Custom & Personalised Orders: Products such as custom retro prints, photobooth strips, personalized frames, and tailored photo sets are not eligible for voluntary cancellation once placed, as individualized image optimization, color correction, and bespoke print production commence immediately upon order receipt.
- Statutory Safeguards: These cancellation restrictions do not limit or remove statutory remedies available to purchasers under applicable law where POSTGENZ is unable to fulfill an order.
2. How to Submit a Cancellation Request
To request a cancellation for an eligible standard order:
Required Details:
- Email us immediately at [email protected] with the subject line:
Cancellation Request - [Your Order ID]. - Include your full name, registered phone number, and reason for cancellation.
Confirmation Required: A cancellation request is considered complete and valid only after POSTGENZ has officially confirmed the cancellation in writing. Orders that have already been packaged and dispatched into the courier network cannot ordinarily be cancelled or intercepted.
3. Return to Origin (RTO) & Failed Delivery Attempts
A courier partner may initiate a Return to Origin (RTO) and send a package back to our fulfillment hub due to:
- Incomplete, missing, or incorrect delivery addresses and postal PIN codes.
- Unreachable recipient phone numbers after repeated contact attempts.
- Customer absence across multiple scheduled delivery attempts by the courier.
- Unjustified recipient refusal to accept the delivery at the doorstep.
Prepaid Standard Orders: For eligible prepaid standard orders returned to our facility, we assess refund eligibility only after physically receiving and inspecting the condition of the returned parcel. Where permitted by law, actual outbound delivery charges, return transit fees, and packaging handling costs incurred by POSTGENZ may be deducted from the refunded amount. We will clearly communicate and explain any applicable deductions.
Personalised & Custom Orders: Custom prints created specifically for the customer and returned due to customer-caused delivery failures (e.g., incorrect address, unreachable phone, refusal) are not ordinarily refundable, as bespoke items cannot be restocked or resold. This restriction does not apply if POSTGENZ or its contracted logistics partners are directly responsible for a legally remediable delivery failure.
4. Reshipping & Cash on Delivery (COD) Rules
Reshipping Returned Packages: If an order is returned to us due to an address error or temporary recipient unavailability, reshipping requires address re-verification and payment of the applicable secondary delivery fee before the package is re-dispatched.
COD Restrictions: Repeatedly refusing Cash on Delivery (COD) shipments at the doorstep or providing invalid delivery information may result in the permanent suspension or restriction of COD payment eligibility for that customer account on future orders.
Need Immediate Cancellation or Delivery Help?
If you need to update an address or verify an active order status, reach out to our dispatch desk: