Effective Date: August 12, 2025
Gletr - Order Cancellation Policy
At Gletr, we aim to provide a transparent and seamless experience for both our customers and our valued sellers. This Cancellation Policy outlines the process and conditions for cancelling an order placed on our platform. This policy is part of our overall Terms of Service.
1. How to Request a Cancellation
You can request to cancel your order directly from your account:
- Log in to your Gletr account.
- Navigate to the "My Orders" section.
- Find the order you wish to cancel.
- If the cancellation window is still open, you will see a "Cancel Order" button.
- Click the button and follow the prompts.
If the "Cancel Order" button is not visible, it means the order has progressed to a stage where it can no longer be cancelled automatically. In this case, please refer to our Return & Refund Policy.
2. Cancellation Windows & Conditions
The ability to cancel an order depends on its status and the type of product ordered.
2.1. General Cancellation Window (Before Seller Confirmation)
You may cancel any order for a full 100% refund if you do so before the seller has accepted and started processing the order. The order status will typically be "Pending" or "Awaiting Seller Confirmation".
2.2. Cancellation After Seller Confirmation (But Before Shipping)
Once a seller has confirmed the order, cancellation feasibility depends on the item type:
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Ready-to-Ship Jewellery:
- These are pre-made items held in the seller's inventory.
- You may request to cancel these items for a full refund at any point before a shipping label has been generated and the item is dispatched. Once shipped, the order cannot be cancelled.
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Made-to-Order Jewellery:
- These items are crafted by the seller after you place an order.
- If you request cancellation after the seller has begun production, the cancellation will be at the seller’s discretion.
- If the seller approves the cancellation, a processing fee of 15% to 25% of the order value may be deducted from your refund to cover the cost of materials and labour already invested. The specific percentage is determined by the seller and stated on the product page.
- If the seller has not yet started production, a full refund will be issued.
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Customized & Personalized Jewellery:
- This includes items with custom engravings, names, dates, or specific bespoke design elements.
- Due to their unique nature, orders for customized items are final and cannot be cancelled once the seller has confirmed the order and started the customization process. We strongly advise reviewing all personalization details for accuracy before placing your order.
2.3. Cancellation After Shipping
Once an order's status is updated to "Shipped," it can no longer be cancelled. At this stage, the package is with the courier. If you wish to send the item back, you will need to initiate a return upon receiving it, in accordance with our Return & Refund Policy.
3. Seller-Initiated Cancellations
In rare instances, a seller may need to cancel an order due to unforeseen circumstances, such as:
- The item is out of stock.
- Inability to source materials for a made-to-order item.
- Identification of an error in the product listing (e.g., pricing, description).
If a seller cancels your order, you will be notified immediately via email and will receive a 100% full refund to your original payment method.
4. The Refund Process
- Refund Method: All refunds for approved cancellations will be processed back to your original method of payment (e.g., credit card, debit card, net banking, wallet).
- Refund Timeline: Once a cancellation is confirmed, Gletr will initiate the refund within 2-3 business days.
- Please note that it may take an additional 5-10 business days for the refund to reflect in your account, depending on your bank or card issuer's policies.
5. Policy Modifications
Gletr reserves the right to modify this Cancellation Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of the platform after such changes constitutes your acceptance of the new policy.
6. Contact Us
If you have any questions about your order or this policy, please do not hesitate to contact our Customer Support team through our Contact Us page or email us at support@gletr.com.
