Order Cancellation and Modification Policy

Last updated: 22 July 2026

This Order Cancellation and Modification Policy applies to orders placed through foxfurn.in and explains when an order may be cancelled or modified before delivery.

This policy should be read together with FoxFurn’s Return, Replacement and Refund Policy and Shipping Policy.

1. Cancellation Request

To request cancellation of an order, the customer must contact FoxFurn as soon as possible using the contact details provided at the end of this policy.

A cancellation request must include:

  • The FoxFurn order number;

  • Customer name;

  • Registered email address or phone number;

  • Product name;

  • Reason for cancellation; and

  • Any other information reasonably required to identify the order.

Submitting a cancellation request does not automatically mean that the cancellation has been approved.

An order will be treated as cancelled only after FoxFurn provides written confirmation by email or WhatsApp.

2. Standard or Ready-to-Ship Products

An order for a standard or ready-to-ship product may be cancelled without a cancellation charge where:

  • The cancellation request is received before dispatch;

  • The product has not been customised;

  • Special procurement has not begun; and

  • The order has not been handed over to a courier or logistics provider.

Once a standard product has been dispatched, cancellation may no longer be possible.

Where FoxFurn exceptionally agrees to cancel a dispatched order, the customer may be responsible for the reasonable and actual forward and return transportation costs, subject to applicable law. Any such cost will be disclosed before the cancellation is confirmed.

3. Made-to-Order and Customised Products

Many FoxFurn products are handcrafted, made to order, customised, personalised, or manufactured according to specifications selected or approved by the customer.

A made-to-order or customised product may be cancelled only where:

  • FoxFurn receives the request before production or special procurement begins; and

  • FoxFurn confirms in writing that cancellation is still operationally possible.

Once production, customisation, fabrication, finishing, material procurement, or special sourcing has begun, the order cannot ordinarily be cancelled because the product is being manufactured specifically for the customer.

FoxFurn may, at its discretion, consider a cancellation after production has begun. Where such a cancellation is accepted, FoxFurn will clearly disclose any reasonable and documented non-recoverable production or material costs before confirming the cancellation.

Made-to-order and customised products remain eligible for remedies where they are damaged, defective, incorrect, incomplete, or materially different from the approved specifications, in accordance with the Return, Replacement and Refund Policy.

4. Sale, Clearance and Discounted Orders

Products purchased during a sale, clearance campaign, promotional event, or with a discount code may be cancelled before dispatch unless the relevant product page or promotion clearly states that the item is made to order, customised, final sale, or non-cancellable.

Any special cancellation restriction will be clearly disclosed before the customer places the order.

Sale or discounted status does not remove the customer’s right to raise an eligible claim for a damaged, defective, incorrect, or materially misdescribed product.

5. Order Modifications

Customers may request changes to an order before production or dispatch begins.

Possible modifications may include:

  • Delivery address changes;

  • Contact-information corrections;

  • Product colour or finish changes;

  • Quantity changes;

  • Product substitutions; or

  • Changes to approved custom specifications.

All modifications are subject to approval, availability, production status, and any applicable price difference.

A requested modification will take effect only after FoxFurn confirms it in writing.

Where a modification increases the order value, the customer must pay the difference before FoxFurn processes the change.

Where an approved modification reduces the order value, any eligible balance will be refunded to the original payment method.

FoxFurn may refuse a modification where production, procurement, customisation, packing, or dispatch has already begun.

6. Orders Already Dispatched

An order cannot ordinarily be cancelled after it has been handed over to the courier or logistics provider.

Customers should not refuse delivery of a correct and undamaged order as a method of cancellation.

Where a customer refuses delivery without an eligible reason:

  • The order may be treated as an unsuccessful delivery;

  • FoxFurn may arrange return transportation;

  • Reasonable and actual forward and return transportation costs may be deducted from any amount otherwise eligible for refund, subject to applicable law; and

  • Redelivery may require advance payment of applicable transportation costs.

The customer will be informed of any applicable cost before further action is taken.

This section does not apply where delivery is refused because the package is materially damaged, the wrong product is being delivered, or another eligible delivery issue is apparent.

7. Part-Payment and Advance-Payment Orders

For orders placed through an advance-payment or part-payment arrangement, any eligible refund will be calculated according to:

  • The cancellation stage;

  • Whether production or procurement has begun;

  • Whether the order has been dispatched;

  • Any reasonable and documented non-recoverable costs; and

  • Applicable law.

FoxFurn will not automatically retain the entire advance merely because the order was placed through a part-payment arrangement.

Where the eligible refund exceeds the amount already paid, only the amount actually received by FoxFurn will be refunded.

Where the advance payment is less than any agreed and legally permissible non-recoverable cost, FoxFurn will communicate the matter to the customer before confirming cancellation.

8. Delivery Delays

The estimated dispatch and delivery timelines displayed on the product page, at checkout, or in the order confirmation are estimates and may vary because of:

  • Made-to-order production;

  • Product customisation;

  • Material availability;

  • Quality-control requirements;

  • Courier or logistics delays;

  • Remote-location serviceability;

  • Weather or transport disruptions;

  • Government restrictions; or

  • Events outside FoxFurn’s reasonable control.

Where a material delay occurs, FoxFurn will provide the customer with an updated estimated dispatch or delivery timeline.

If FoxFurn is unable to dispatch an order within 20 calendar days after the last communicated estimated dispatch date, the customer may request cancellation of the undelivered order.

Where such cancellation is approved because of the delay, FoxFurn will provide a full refund of the amount paid for the undelivered product, unless:

  • The delay was requested or accepted by the customer;

  • The customer requested a design or specification change;

  • The customer failed to provide necessary approval or information; or

  • Another arrangement was mutually agreed in writing.

9. Cancellation by FoxFurn

FoxFurn may cancel an order where:

  • The product is unavailable;

  • Required materials cannot be procured;

  • The delivery PIN code is not serviceable;

  • The order contains an obvious pricing or technical error;

  • Payment has not been completed or verified;

  • Fraudulent or unauthorised activity is suspected;

  • The customer does not provide required customisation approval;

  • The order cannot be completed safely or lawfully; or

  • An event outside FoxFurn’s reasonable control prevents fulfilment.

Where FoxFurn cancels a prepaid order for a reason not caused by the customer, FoxFurn will issue a full refund of the amount received for the cancelled product.

FoxFurn will not deduct a cancellation charge when it cancels an order.

10. Damaged, Defective, Missing or Incorrect Products

Cancellation is different from a return or replacement claim.

Where a delivered product is damaged during transit, visibly broken, missing essential components, or incorrect, the customer must:

  • Notify FoxFurn within 24 hours from the recorded delivery time; and

  • Provide a clear, complete, continuous, and unedited unboxing video recorded while opening the package for the first time.

The video must show:

  • The sealed package before opening;

  • The shipping label;

  • All sides of the package;

  • The complete opening process;

  • The delivered product and components; and

  • The damage, missing component, or incorrect item being reported.

A manufacturing defect that could not reasonably have been identified during unboxing must be reported within 7 calendar days from delivery, with clear photographs and videos showing the defect.

These requests will be handled under the Return, Replacement and Refund Policy rather than this Cancellation Policy.

11. Refund Method and Processing Time

Where a cancellation refund is approved, it will normally be issued to the original payment method.

FoxFurn aims to initiate an approved refund within 7 business days after cancellation is confirmed.

After initiation, the time required for the amount to appear in the customer’s account may depend on the bank, card issuer, payment gateway, or payment method.

FoxFurn is not responsible for processing delays caused solely by the customer’s bank or payment provider, but will provide available transaction details to help the customer track the refund.

Cash refunds will not ordinarily be provided for orders paid through an electronic payment method.

12. Incorrect Address or Customer Information

Customers are responsible for providing accurate:

  • Name;

  • Phone number;

  • Email address;

  • Delivery address;

  • Postal code;

  • Access information; and

  • Customisation or measurement details.

FoxFurn must be informed of any correction before dispatch.

FoxFurn cannot guarantee that an address or order detail can be changed after packing or dispatch.

Additional transportation, storage, redelivery, or return costs resulting from incorrect customer information may be payable by the customer. Any applicable amount will be communicated before redelivery or another action is arranged.

13. Duplicate Orders

Where a customer accidentally places a duplicate order, the customer should contact FoxFurn immediately.

FoxFurn will make reasonable efforts to cancel the duplicate order before production or dispatch begins.

If the duplicate order has already entered production or has been dispatched, the applicable made-to-order or post-dispatch cancellation provisions will apply.

14. How to Contact FoxFurn

Cancellation and modification requests may be submitted through the following channels:

Foxfurn Private Limited
GST Number: 08AAGCF6267R1ZR

Email: info@foxfurn.in
WhatsApp and primary enquiries: +91 81122 11554
Customer support: +91 97999 63976
Support hours: Monday to Saturday, 9:00 AM to 7:00 PM IST

Registered address:

KH No. 50/1 & 2, Main Barmer Road
Bhandu, Boranada
Jodhpur, Rajasthan
India

FoxFurn aims to acknowledge customer requests within one business day during its published support hours.

15. Applicable Consumer Rights

Nothing in this policy is intended to exclude, restrict, or override any rights or remedies available to customers under applicable consumer-protection law.

Where any provision of this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.

16. Policy Updates

FoxFurn may update this policy from time to time to reflect operational, legal, or regulatory changes.

The policy applicable to an order will normally be the version published on foxfurn.in when the order was placed, subject to applicable law and any later arrangement agreed with the customer in writing.