Order Cancellation Policy

At Gehnay, we understand that circumstances may change after placing an order. This policy outlines the terms and conditions for cancelling your order.

When Can You Cancel Your Order?

Before Shipment

You can cancel your order free of charge if it has not been shipped yet. To cancel:

  • Contact our customer support team immediately via email or phone
  • Provide your order number and registered contact details
  • Request cancellation before the order is dispatched

After Shipment

Once your order has been shipped, it cannot be cancelled. However, you may refuse delivery or initiate a return once you receive the product, subject to our Return Policy.

How to Cancel Your Order

  1. Contact Us: Reach out to our customer support team via email, phone, or contact form
  2. Provide Details: Share your order number, name, and contact information
  3. Confirmation: You will receive a cancellation confirmation via email or SMS within 24 hours
  4. Refund Processing: If payment was made online, the refund will be processed within 5-7 business days

Cancellation Timeframe

To ensure successful cancellation, please contact us:

  • Within 2-4 hours of placing the order for same-day processing
  • Before 5:00 PM PKT on the same day for next-day processing orders
  • As soon as possible to avoid shipment

Refund Policy for Cancelled Orders

Cash on Delivery (COD) Orders

No payment has been made, so no refund is necessary. Your order will simply be cancelled.

Online Payment Orders

Full refund will be processed to your original payment method within 5-7 business days after cancellation confirmation.

Orders That Cannot Be Cancelled

The following orders cannot be cancelled:

  • Orders that have already been shipped
  • Orders marked as "Out for Delivery"
  • Custom or personalized items (if applicable)
  • Sale or clearance items with specific no-cancellation terms

Partial Cancellations

If you wish to cancel only certain items from a multi-item order:

  • Contact us immediately with the specific items you want to cancel
  • Partial cancellations are only possible before shipment
  • Refund will be processed for the cancelled items only

Contact Information

For order cancellations, please contact us through:

  • Phone: +923272145899
  • Business Hours: Monday to Saturday, 9:00 AM - 6:00 PM PKT

Important Notes

  • Cancellation requests are processed on a first-come, first-served basis
  • We reserve the right to cancel orders due to product unavailability or pricing errors
  • You will be notified immediately if we need to cancel your order
  • Full refund will be provided for orders cancelled by us

For any questions regarding order cancellation, please don't hesitate to contact our customer support team. We're here to help!