Cancellation policy

Last Updated: September 23, 2025

This policy outlines the definitive conditions and procedures for cancelling an order placed on our e-commerce platform, godzownfresh.com (the “Website”). This document constitutes a legally binding agreement between you, the customer, and Gods own fresh enterprises​ (“we,” “us,” or “our”). By placing an order with us, you are acknowledging and agreeing to be bound by the terms and conditions set forth in this policy.

1. Cancellation Eligibility and Timeframe

An order can be cancelled only if it has not yet entered the shipping process. Our logistics and fulfillment operations are highly automated and operate with extreme efficiency, resulting in a very narrow and time-sensitive window for cancellation.

• 1.1. Order Status-Based Eligibility: The ability to cancel an order is strictly linked to its real-time status within our system.

  • Cancellable Statuses: An order is eligible for cancellation only when its status is “Processing” or “Payment Confirmed.”

  • Non-Cancellable Statuses: Once an order’s status changes to “Packed,” “Shipped,” or “Out for Delivery,” it is no longer eligible for cancellation under any circumstances. This policy remains in effect even on weekends, public holidays, and during non-business hours when our logistics partners may still be operating.

• 1.2. Customer Responsibility: It is the customer’s sole responsibility to initiate a cancellation request as soon as possible after placing the order. Once the order has been handed over to our courier partner and a tracking number has been generated and dispatched, the cancellation request will be denied without exception. The automated nature of our system means this transition often occurs within a few hours of the order being placed.

2. Process for Requesting a Cancellation

To formally request a cancellation, you must follow this specific procedure to ensure your request is processed efficiently and can be officially recorded.

• 2.1. Immediate and Formal Notification: You must send a cancellation request via email to our dedicated customer support team at sales@godzownfresh.com with the subject line “Immediate Order Cancellation Request.” Requests sent through any other channel, such as social media DMs, live chat, or phone calls, will not be considered a formal cancellation request and cannot be guaranteed to be processed in time.

• 2.2. Required Information: The cancellation request must contain the following information to be processed:

  • Your full name and the contact number provided during the order.

  • The complete and accurate order number you wish to cancel.

  • A brief, clear reason for the cancellation.

• 2.3. System Verification and Confirmation: Upon receiving your request, our team will immediately verify the order status in our system. If the order is eligible for cancellation, we will process it and send you a confirmation email. If the order has already been shipped, we will notify you and provide the tracking details, at which point the cancellation is no longer possible and the order will proceed for delivery.

3. Refunds for Successful Cancellations

• 3.1. Refund Amount: If your order is successfully cancelled before it is shipped, you are eligible for a full refund of the product cost. This refund amount does not include any non-refundable fees that may have been incurred, such as a Cash on Delivery (COD) fee.

• 3.2. Refund Method and Timeline:

  • Prepaid Orders: Refunds for orders paid via credit card, debit card, UPI, or net banking will be processed to the original payment source. The refund will be initiated within 5-7 business days of the cancellation confirmation. The time it takes for the refund to be credited to your account is dependent on your bank’s policies and is outside of our control.

  • Cash on Delivery (COD) Orders: For COD orders, since no payment was made, no monetary refund will be issued. However, the order will be marked as cancelled in our system.

4. Refused Delivery and Implications

This section outlines the consequences of refusing to accept a package that has already been shipped, which is distinct from a cancellation.

• 4.1. Order Binding After Shipping: Once an order is shipped, it cannot be cancelled and must be received by the customer. The customer is legally and financially responsible for accepting and paying for the order upon delivery.

• 4.2. Refused Delivery Protocol: If a customer refuses to accept a package that has been shipped, the order will be classified as “undeliverable” by our courier partner. In such cases, the customer will be held liable for the initial shipping fee and the return shipping fee incurred by Godzown Fresh. No refund for the product will be issued, and the customer may be banned from placing future COD orders with our platform.

• 4.3. Recipient Unavailability: If a package cannot be delivered due to the recipient’s unavailability after multiple attempts, the package will be returned to us. The customer will be liable for the shipping and return shipping fees.

5. Fraud Prevention and Policy Misuse

We reserve the right, at our sole discretion, to:

• Refuse Cancellation Requests: We may deny a cancellation request if we suspect fraudulent activity, misuse of our policy, or a pattern of repeat behavior that indicates a lack of genuine intent to purchase.

• Ban Users: We reserve the right to indefinitely suspend or block future orders from customers with a history of frequent, unverified cancellations or unaccepted deliveries.

6. Policy Modifications

Godzown Fresh reserves the right to modify, amend, or update this Cancellation Policy at any time and without prior notice. Any changes to this policy will be effective immediately upon posting on our Website. Your continued use of the Website after any modifications indicates your acceptance of the updated policy. It is your responsibility to review this policy periodically to stay informed of any changes.

7. Governing Law and Jurisdiction

This policy and any transactions on our website shall be governed by and construed in accordance with the laws of India. Any disputes or disagreements regarding this policy will first be handled by our designated Grievance Officer. If a resolution cannot be reached through this channel, all disputes are subject to the exclusive jurisdiction of the courts in Alappuzha, Kerala, India.

8. Grievance Redressal

For any questions, concerns, or grievances regarding this policy, please contact us below:

• Address:

  Ward – 12, Building no-766, Karunaappally-Aayiramthengu road, Kulasekharapuram, Adinad, Kollam, Kerala, 690544

• Email: sales@godzownfresh.com