This policy explains how an order placed on the ApexMart platform, operated by ApexMart, can be cancelled — by you, or by us. It covers the cancellation window, the exact steps to cancel, the point at which self-service cancellation closes, and what happens to your payment, your coupon and any referral rewards attached to the order.
1. What this policy covers
This page is about cancellation — stopping an order before it reaches you. It is a companion to two other documents, and they do not overlap:
- Cancellation & Refund Policy is the definitive document for refunds and returns — how refunds are calculated, how long they take, which products cannot be returned, and how to raise a return after delivery. Wherever a refund figure or timeline is concerned, that page governs.
- Shipping & Delivery Policy covers dispatch and delivery timelines, serviceable areas, tracking and undelivered parcels.
If anything on this page appears to conflict with the Cancellation & Refund Policy on a question of money, that policy prevails.
2. Who you are cancelling with
Orders are placed with and cancelled through ApexMart. Where a product is sold by an independent seller on the platform, we handle the cancellation on your behalf and pass it to that seller — you do not need to contact them yourself.
- Legal entity
- ApexMart
- Support email
- support@apexmart.in
- Support hours
- Monday to Saturday, 10:00 AM to 7:00 PM IST
3. Cancellation by you, before dispatch
Until an order is handed to the courier, you are free to cancel it in full. Specifically:
- There is no cancellation charge. We do not levy a cancellation fee, a restocking fee, a processing fee or any percentage deduction on an order cancelled before dispatch. The refund is the full amount you paid, including any shipping charge that was collected on that order.
- You do not have to give a reason. Cancellation before dispatch is unconditional. We may ask for feedback so we can improve, but answering is optional and it never affects the cancellation or the refund.
- Cancelling does not affect your account. A cancelled order does not suspend your account, your wallet or your participation in the referral rewards programme. Repeated cancellation patterns that indicate misuse are dealt with under clause 11.
- Orders awaiting payment are cancelled the same way. If an online payment was attempted but never completed, no contract was formed and there is nothing to refund.
Confirmed orders are dispatched within 1-2 business days, so this window is short in practice. Cancel as soon as you know you want to — once the parcel is with the courier the options change, as clause 5 explains.
4. How to cancel an order
From your account
- Sign in to ApexMart and open Dashboard → Orders.
- Select the order you want to cancel to open its detail page.
- Use the Cancel order action and confirm when prompted. The action is shown only while the order is still cancellable.
- The order moves to Cancelled immediately and you receive a confirmation notification. You do not need to contact us separately.
Through support
If the cancel action is not available, if you placed the order as a guest, or if you would simply rather talk to a person, contact us with your order number (shown on the order page and in your confirmation email) and the registered mobile number or email on the account. Having the order number to hand is what lets us act on the request straight away.
- Email us
- support@apexmart.in
- We are available
- Monday to Saturday, 10:00 AM to 7:00 PM IST
- Always include
- Your order number, and the email or mobile number registered on the account
A cancellation request received outside support hours is actioned on the next working day. If the order has been dispatched by then, we will tell you and move you onto the return route described in clause 5 — you are not left without an option.
5. When online cancellation closes
Self-service cancellation is available while the order is still with us. Once it has been dispatched, the parcel is in the courier network and can no longer be recalled from your account — from that point the return process under the Cancellation & Refund Policy applies instead.
| Order status | What it means | Cancel from your account? |
|---|---|---|
| Pending | Order placed; payment or seller confirmation is still awaited. | Yes — free of charge. |
| Confirmed | Order accepted and queued for packing. | Yes — free of charge. |
| Packed | Items picked and packed, not yet handed to the courier. | Yes — free of charge. This is the last self-service window. |
| Shipped | Handed to the courier and in transit to you. | No. You may refuse the parcel at the door, or accept it and raise a return within 7 days. |
| Delivered | Parcel received at your address. | No. Cancellation no longer applies — raise a return within 7 days of delivery. |
Refusing a shipped parcel at the door is treated as a cancellation for refund purposes: the courier returns it to us and the amount you paid is refunded once it reaches our warehouse. Please do not accept a parcel whose outer packaging is visibly tampered with or damaged — refuse it and tell us the same day.
6. Cash on Delivery orders
- A Cash on Delivery (COD) order is cancelled exactly the same way and on the same timeline as a prepaid order — from Dashboard → Orders, or by contacting support.
- Nothing is payable on a cancelled COD order. No money changed hands, so there is no refund to process and no cancellation charge is raised. The order is simply closed.
- If a COD parcel has already been dispatched, you can refuse it at the door and pay nothing. Please tell us as well, so we can close the order rather than wait for the courier to return it.
- Repeatedly placing COD orders and then refusing delivery imposes a real freight cost on us and on the seller. Where that pattern is established on an account, we may withdraw the COD option from it and ask for prepayment on future orders. Your ability to shop is not otherwise affected.
7. Cancellation by ApexMart or the seller
Occasionally we or the seller have to cancel an order. We do this only where we genuinely cannot fulfil it properly, and we tell you the reason. The grounds are:
- The item is out of stock or has been delisted between your order and picking.
- A pricing or listing error — the product was displayed at a manifestly incorrect price, or with an incorrect specification, quantity or image.
- The delivery address is not serviceable — the PIN code is outside our courier network, or the address is incomplete and cannot be corrected.
- We cannot reach you — the phone number or email on the order is unreachable and delivery cannot be arranged.
- Suspected fraudulent or abusive ordering — an unauthorised payment instrument, duplicate accounts created to exploit a promotion or referral rewards, bulk ordering for resale where we have not authorised it, or a repeated pattern of refused deliveries.
- An event outside our reasonable control prevents fulfilment — courier suspension, natural disaster, or a supplier or regulatory restriction on the product.
Where only part of an order is affected — one line is out of stock and the rest is ready — we cancel and refund that line and ship the remainder, unless you tell us you would rather cancel the whole order.
8. Stock, coupons and wallet credit
- Stock is released. Any inventory reserved for a cancelled order is returned to the catalogue immediately on cancellation, so the item becomes available to other customers again. This is why we ask you to cancel as soon as you have decided.
- Your coupon comes back to you. A discount coupon applied to a cancelled order is released back to your account and its use is not counted against you, so you can apply it to a future order — provided the coupon has not expired in the meantime and its own terms still allow it. We cannot revive a coupon whose validity period has ended, so please re-order within its window if you intend to reuse it.
- Wallet credit applied to the order is returned to your wallet balance and is immediately available to spend again.
- Cashback credited on the order is reversed. Where a coupon carried a cashback component that had already been credited to your wallet, that credit is withdrawn when the order is cancelled, because the qualifying purchase no longer stands.
9. Referral rewards on a cancelled order
ApexMart runs a voluntary affiliate programme through which registered users can refer others to shop on the platform and receive referral rewards on qualifying purchases. Rewards are tied to genuine, completed purchases, so:
- A cancelled order is not a qualifying purchase. Any referral reward arising from it is reversed, and if it had already been credited it is debited back from the wallet it was credited to.
- The reversal is automatic and applies to every reward attached to the order. It is a correction, not a penalty, and it is recorded in the wallet history of each account affected so it can be traced.
- The same applies to the seller's settlement for a cancelled order and to any purchase volume credited on it — cancelling an order unwinds everything the order had generated.
- Cancelling your own order does not remove you or your referrer from the programme. Only deliberate misuse — cancelling and re-placing orders to manufacture rewards, for example — is treated under clause 11.
Referral rewards are a marketing incentive attached to genuine product sales. They are not guaranteed, and no amount is promised to any participant.
10. Where your money goes
Once a cancellation is accepted, the refund is initiated without you having to ask for it separately.
- Prepaid orders — the amount is returned to the original payment method you used: the same card, UPI handle, net banking account or wallet.
- Cash on Delivery orders — nothing was paid, so there is nothing to refund. Where an amount was nevertheless collected, it is credited to your ApexMart wallet or to a bank account you nominate.
- Wallet-funded orders — the amount is credited straight back to your wallet balance.
- Cancellation charge
- None. Cancellation before dispatch is free.
- Cancellation window
- any time before your order is dispatched
- Dispatch
- 1-2 business days from order confirmation
- Delivery
- 3-7 business days from dispatch
- After delivery
- A return window of 7 days from the date of delivery
- Refund processing
- 5-7 business days to the original payment method
The refund timeline above is stated once, on our Cancellation & Refund Policy page, which is the single source for it. How long the amount then takes to appear on your statement depends on your bank or card issuer; if it has not arrived within the stated period, write to us with the order number and we will trace it with the payment gateway on your behalf.
11. Misuse of the cancellation facility
Free cancellation is offered in good faith. Where an account shows a sustained pattern of behaviour that abuses it — placing and cancelling orders to block stock, repeatedly refusing delivery of COD parcels, or cycling orders to generate coupon or referral benefits — we may withdraw the COD option, decline future orders, or suspend the account. We tell you before we act wherever it is practical to do so, and you can contest the decision through the escalation route in clause 12. Isolated cancellations are never treated this way.
12. If something goes wrong
If a cancellation is not actioned, a refund does not reach you, or you disagree with a cancellation we made, contact support first with your order number. If you are not satisfied with the outcome, escalate to our Grievance Officer — the acknowledgement and resolution timelines are published on the Grievance Redressal page.
- Grievance email
- grievance@apexmart.in
Nothing in this policy limits your rights as a consumer under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020.
13. Changes to this policy
We may update this policy to reflect changes in our operations or in the law. The current version is always published on this page with the "Last updated" date shown at the top. The policy in force when your order is confirmed is the policy that governs the cancellation of that order.
This policy forms part of the Terms & Conditions governing your use of the ApexMart platform. Order statuses named in clause 5 are the statuses shown on your order page.