We start making your order quickly — that is how we keep dispatch times tight. If you need to cancel, the window is short but the process is simple. Once it is on its way, it is yours.
In this Policy, "business day" means Monday to Friday, 10:00 AM to 6:00 PM IST, excluding public holidays observed in Kolkata, West Bengal.
1. Cancellation Window
You may cancel your order within 24 hours of order placement, provided the order has not yet been dispatched from our Kolkata workshop. The cancellation window and its conditions are displayed at checkout before payment is confirmed.
Deemed receipt: A cancellation request is treated as received at the time it is sent by you (via email or WhatsApp), not at the time it is read or processed by us. If you send a valid cancellation request within the 24-hour window — even on a weekend or public holiday — it will be honoured, even if it is processed by us on the next business day.
If dispatch occurs before the 24-hour window closes (which may happen during high-demand periods), cancellation is no longer possible. In that case, please refer to our Refund Policy if you receive a defective item.
Cancellation is available only if all the following conditions are met:
- Request submitted within 24 hours of order placement
- Order has not yet been dispatched
- Order is not a Founders' Edition unit that has been assigned a serial number (see Section 5)
2. How to Cancel
To cancel your order:
- Email orders@hexahang.com — Subject: Cancellation Request — Order #[your order ID]
- Or WhatsApp +91 62934 01030 with your order ID
Include your full name, order ID, and (optionally) reason for cancellation.
We will confirm eligibility within 1 business day. If your order has already been dispatched, we will notify you and direct you to the Refund Policy.
3. Refund on Cancellation
If your cancellation is approved before dispatch:
- The full payment is reversed to your original payment method
- Reversal is initiated within 1–2 business days of cancellation confirmation
- Your bank or payment provider typically takes a further 7–10 business days to reflect the credit
Cancellations within the eligible window are refunded in full. Payment gateway processing fees are absorbed by HexaHang and are not deducted from your refund.
4. HexaHang's Right to Cancel
We reserve the right to cancel any order for the following reasons:
- Payment failure or fraud: Payment was not received, reversed, or flagged by Razorpay; or evidence of fraudulent intent including the use of stolen payment instruments, false identity, or misrepresentation of address for the purpose of circumventing fulfilment restrictions
- Inventory or production issue: The product cannot be produced within the stated timeline
- Founders' Edition allocation reached: Your order was placed simultaneously with another order that completed the launch allocation
- Undeliverable address: The shipping address provided cannot be validated, and we are unable to reach you within 48 hours (calendar) to correct it
If HexaHang cancels your order, you will be notified by email within 24 hours and a full refund will be initiated to your original payment method within 2 business days of that notification.<!-- PARKED — NOT FOR DROP 1. Reinstate when PD launches (Drop 2+). Where the cancelled order included a Priority Dispatch fee, that fee is refunded in full together with the product price. -->
5. Founders' Edition
Once a Founders' Edition unit has been assigned its serial number — the point at which the unit is personalised to your order, typically during production after the standard 24-hour cancellation window has closed — cancellation is no longer available.
If your Founders' Edition unit is defective or arrives damaged, the Refund Policy (Section 1) applies and a refund will be issued in the same manner as for any other defective product.
If your Founders' Edition order has been placed but has not yet been numbered, the standard 24-hour cancellation window in Section 1 applies.
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- Email: orders@hexahang.com
- Subject format: Cancellation Request — Order #[your order ID]
- WhatsApp: +91 62934 01030 (responses during business hours only)
- Response SLA: Within 1 business day
- Business hours: Monday–Friday, 10:00 AM – 6:00 PM IST, excluding public holidays observed in Kolkata
7. Priority Dispatch Orders
Priority Dispatch is an optional paid service offered at checkout, governed by Section 3A of the Shipping Policy. Priority Dispatch is available on all orders, including Founders' Edition.
A Priority Dispatch order enters priority processing immediately and automatically upon payment confirmation, and is non-cancellable once priority processing has commenced. Because priority processing commences immediately on payment confirmation, a Priority Dispatch order is non-cancellable from that point.
Where selected on a Founders' Edition order, the non-cancellability trigger in this Section (commencement of priority processing on payment confirmation) takes precedence over the Founders' Edition serial-number trigger in Section 5.
This is disclosed and confirmed via a distinct checkbox at checkout before payment is processed. Your selection of Priority Dispatch constitutes your express, informed agreement to waive the standard 24-hour cancellation window in Section 1 for that order. This waiver is the consideration for our commitment to dispatch the order within 24 business hours, and reflects the fact that priority processing begins immediately on payment.
Your rights remain intact. Non-cancellability does not affect:
- Your statutory rights under the Consumer Protection Act, 2019
- Your right to a refund under the Refund Policy in the case of transit damage, fulfilment error, or manufacturing defect
- Your right to claim under the Returns Policy
- HexaHang's right to cancel the order under Section 4 of this Policy
Refund of the Priority Dispatch fee in the event of a valid refund claim is governed by Section 3A of the Shipping Policy and Section 9A of the Refund Policy.
For the full terms of Priority Dispatch, including the service fee and dispatch SLA, see the Shipping Policy, Section 3A.
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