Cancellation Policy
At victor and jane, our aim is to provide 100% satisfaction to our customers. If for any reason you wish to cancel the order, we are here to help. You will be able to cancel product(s) from your order in multiple ways on victor and jane, namely:
- Order Level Cancellation
- Product Level Cancellation
- Shipment Level Cancellation
Post successful cancellation, refunds would be provided as per applicability. For detailed information, please refer to the REFUNDS section under this policy.
1. ORDER LEVEL CANCELLATION
You can cancel your order online, before the product(s) inside the order has been shipped. Applicable refund against the cancelled order (including Shipping Charges) will be credited to your victor and jane Cash Wallet, which can be further used during your next purchase with us or may be transferred to your respective bank / card / wallet by logging into your victor and jane Account (further Refund related details are provided below).
In case even a single product of the order has been shipped, you will not be able to cancel the order (in such cases, user would have to cancel an individual product or complete shipment).
In case the order contains product(s) such as Gift Certificate, Personalized product, order level cancellation will not be applicable.
2. PRODUCT LEVEL CANCELLATION
You can cancel the product online,before the product(s) inside the order has been shipped. Applicable refund against the cancelled product (including Shipping Charges) will be credited to your victor and jane Cash Wallet, which can be further used during your next purchase with us or may be transferred to your respective bank / card / wallet by logging into your victor and jane Account (further Refund related details are provided below).
In case the product has been shipped, you will not be able to cancel individual product (complete shipment would get cancelled in this case).
For product(s) such as Gift Certificate, Gift Wrap and Personalized product, cancellation will not be allowed.
With the cancellation of last product in the order, ‘Gift Wrap’ would automatically get cancelled.
As a part of cart offer or any other discount offer, if a user has purchased one product along with another product, and during cancellation of same, all the products purchased through same cart offer would get cancelled.
For product(s) purchased through specific cart offer or any other discount offer inside the order, if any one of the product gets delivered to the user, then cancellation will not be applicable for all the other products tagged under same cart offer.
3. SHIPMENT LEVEL CANCELLATION
You can cancel the shipment online, after the product(s) inside the order has been shipped. Applicable refund against the cancelled shipment (excluding Shipping Charges) will be credited to your victor and jane Cash Wallet, which can be further used during your next purchase with us or may be transferred to your respective bank / card / by logging into your victor and jane Account (further Refund related details are provided below).
In case, the product has been shipped, you will not be able to cancel individual product, as complete shipment / package would get cancelled.
In case, user tries to cancel a product which has already been shipped, all the products which are part of same shipment / package will get cancelled.
Cancellation will not be applicable for all the respective products which are part of shipment / package, if the shipment / package is out for delivery.
STEPS TO PROCESS CANCELLATION
| ORDER | PRODUCT | SHIPMENT | COMBO |
|---|---|---|---|
| a. Log into your victor and jane account and go to Order Details page under ‘My Account’. | a. Log into your victor and jane account and go to Order Details page under ‘My Account’. | a. Log into your victor and jane account and go to Order Details page under ‘My Account’. | a. Log into your victor and jane account and go to Order Details page under ‘My Account’. |
| b. Identify the order you wish to cancel and click on corresponding ‘Cancel Order’ link. | b. Identify the product you wish to cancel and click on corresponding ‘Cancel’ link. | b. Identify the Shipment you wish to cancel and click on corresponding ‘Cancel’ link. | b. Identify the combo you wish to cancel and click on corresponding ‘Cancel’ link. |
| c. Indicate the reason for cancellation and confirm the cancellation. | c. Indicate the reason for cancellation and confirm the cancellation. | c. Indicate the reason for cancellation and confirm the cancellation. | c. Indicate the reason for cancellation and confirm the cancellation. |
| d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section. | d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section. | d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section. | d. Once your cancellation request is submitted, it will be processed in the quickest time possible. You can check the status of your cancellation request under {My Accounts > Order History > Order Details} section. Refund related details will be available under {My Accounts > Cash in my Account} section. |
| e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address. | e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address. | e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address. | e. After submission of the cancellation request, a mail with the final status of the request will be sent to your Shipping Email Address. |
| f. Applicable Refund will be initiated, once the cancellation request is successfully processed. | f. Applicable Refund will be initiated, once the cancellation request is successfully processed. | f. Applicable Refund will be initiated, once the cancellation request is successfully processed. | f. Applicable Refund will be initiated, once the cancellation request is successfully processed. |
| g. In case, ‘Gift Wrap, was purchased in the order, same would automatically get cancelled with cancellation of complete order. | g. In case any product in the order is shipped almost the same time the cancellation request is submitted, the cancellation request may not be fulfilled. | g. In case the shipment moves out for delivery almost the same time the request is submitted, the cancellation request may not be fulfilled. For these orders, you will have to check our return policy. |
Scenarios when Cancellation Option will be Disabled
| ORDER | PRODUCT | SHIPMENT |
|---|---|---|
| 1. The product(s) inside the order has been shipped | 1. The product(s) has been shipped | 1. The shipment is already out for delivery |
| 2. The payment status is not confirmed | 2. The payment status is not confirmed | 2. Shipment has already been cancelled |
| 3. Order contains product(s) such as Gift Certificate, Personalized product | 3. Product is Gift Certificate or Gift Wrap or Personalized product | |
| 4. Order has already been cancelled | 4. The product(s) has already been cancelled |
Note: Cancellation is not applicable if a product is bought with personalise detail at any of the above mentioned level.
Refunds
- Applicable refund against the Entire Order / Product / Shipment / Combo / Assembly Service amount will be provided in your respective victor and jane Cash Refund Account first, with the exception of Loyalty Cash, and Gift Certificate amounts.
- Payments made through Loyalty Cash and Gift Certificate will be refunded back to the respective original source.
- Once the refund amount is added in your victor and jane Cash Refund Account, you can use the credit to place future orders with victor and jane.ae or request to initiate refund to your original source of payment can be made using ‘Refund Back to Me’ option under ‘Cash in My Account’ section.
- Upon successful cancellation of order, applied Coupon Code will be auto released for re-use, provided the coupon code is valid and satisfies the Terms and Conditions for use ( for example, type of products, expiry date, etc)
- Cancelled orders will not be eligible for earning any loyalty cash or Cashback on Partner Sites.