Cancellation policy

Cancelling costs nothing. Up until the moment a parcel is handed to the courier, an order can be cancelled free of charge – no cancellation fee, no restocking fee.

How to cancel

Send the Order ID and the order email to [email protected], or ring +91 7314078282. Customer service hours: Monday–Saturday, 11 AM – 8 PM IST

Timing

Get in before 3:00 PM IST if you can – that is when same-day orders are processed. After the courier has the parcel the order cannot be cancelled; it is handled as a return instead (Return and refund policy).

Refund after cancellation

Prepaid orders are refunded within 5-7 business days to the method used. The final step – the money showing in your account – depends on your bank or UPI provider rather than on us.

If it was a Cash on Delivery order, no money changed hands before dispatch, so there is nothing to return.

Cancellation by Tervera Lounge

Sometimes we have to cancel: stock that is not actually available, a delivery address outside courier coverage, or a listing with a pricing error. In each case you hear from us, and anything you paid is returned in full within 5-7 business days, with nothing held back.

Compression packing

Pillows are vacuum-compressed at packing and cannot be returned to the shelf once that is done. Cancel before packing where you can.

Repeated refusal of COD parcels

If COD parcels from an account are refused at the door more than once, we may ask for prepayment on later orders. That is not applied silently – you would hear from us first.

If the courier already has it

After a parcel is with the courier we cannot recall it. You can refuse the delivery, in which case it is returned to us and is refunded, or accept it and return it under the Return and refund policy.

Part cancellation

A single item can be removed from a multi-item order before dispatch. The refund covers that item, and the delivery charge is recalculated against the remaining order value.