Cancellation Policy

At Case MatriX, you can cancel your order within a short window before it ships. Once dispatched, cancellation is not allowed, but you can still reject delivery or use the return/exchange policy later. Please read the sections below to understand exactly when and how you can cancel your order.

Cancellation Policy – Before Dispatch ›

At Case MatriX, you can cancel your order if it has not yet been shipped. This is the main “safe zone” for cancellations.

  • You can cancel your order within 24 hours of placing it.
  • Your order must still be in “processing” or “waiting to ship” status.
  • Cancellations are not allowed once the order is dispatched.
  • To request a cancellation, contact us via support@casematrix.in or call +91 9217994946.
  • Always include your order ID and reason for cancellation so we can process it faster.
  • For prepaid orders, a refund will be initiated after approval and usually reflects in 5–7 working days via the original payment method.

This time window (before dispatch) is the best opportunity to stop an order without complications.

After Dispatch / Shipped Orders ›

Once an order is shipped, full cancellation is not possible, but you still have limited options.

  • You cannot change quantities, products, or variants after the order is dispatched.
  • You may reject the delivery at the time of delivery if you no longer want the order.
  • For rejected COD orders, shipping and COD charges (₹79) may still apply.
  • Shipped orders are not eligible for refunds at cancellation stage; you may later use the return / exchange policy if the product qualifies.

Ship‑time is the cutoff point: after that, focus moves from “cancel order” to “post‑delivery returns or exchanges.”

Cash on Delivery (COD) Cancellation ›

COD orders follow the same basic rules as prepaid ones, but with extra handling fees.

  • Cancellation within 24 hours and before dispatch = order is cancelled; no COD fee.
  • If you reject the COD delivery after dispatch, the ₹79 COD charge and shipping cost apply.
  • Once delivered, COD orders are treated under the standard return / exchange policy instead of cancellation.

Always think carefully before choosing COD, as rejection at delivery can still attract fees.

Refunds, Changes & Support Details ›

Here are the key points you should keep in mind for smooth handling.

  • Prepaid refund timeline: 5–7 working days after cancellation approval.
  • No order modification after dispatch: you cannot change the model, color, or variant.
  • Delivery = no cash refund for cancellation: only eligible returns or exchanges after that.
  • Contact us for help: support@casematrix.in or +91 9217994946, Monday–Saturday, 10:00 AM–5:00 PM.
  • Keep your order confirmation email with Order ID as proof for all cancellation or support requests.

By placing an order, you agree to these cancellation rules, so review them once before checkout.