Order Cancellation Policy

Last Updated: 27 October 2026

At Open Challenge, we aim to process and dispatch orders promptly. This Cancellation Policy explains how customers can request order cancellation and how eligible refunds are handled.

1. Customer-Initiated Cancellation

Customers who wish to cancel an order should contact Open Challenge as soon as possible after placing it.

Cancellation requests will be assessed according to the current order status.

• Before processing: Cancellation can generally be requested before order preparation begins.
• During processing: Cancellation may depend on whether packaging, fulfilment, or dispatch preparation has started.
• After dispatch: Cancellation may no longer be operationally possible through the normal cancellation process.

If an order cannot be cancelled after dispatch, customers may contact our support team to discuss the available options under our shipping and return policies.

These operational conditions do not override any cancellation or refund rights provided by applicable law.

2. How to Request Cancellation

To request cancellation, customers should contact Open Challenge through the official contact details published on our website.

Please provide:

• Order number.
• Name associated with the order.
• Registered contact details.
• Reason for cancellation, if applicable.

Customers should request cancellation as early as possible. Submitting a request does not automatically mean that the cancellation has been completed.

Open Challenge will communicate the outcome of the request through an available customer communication channel.

3. Orders Cancelled by Open Challenge

Open Challenge may cancel an order when fulfilment is not reasonably possible, including circumstances such as:

• Product unavailable or out of stock.
• Material pricing or listing errors.
• Failed payment verification.
• Suspected fraudulent activity supported by reasonable grounds.
• Incorrect or incomplete product information affecting fulfilment.
• Delivery restrictions or other genuine operational issues.

If payment has already been collected for an order cancelled by Open Challenge, an eligible refund will be arranged in accordance with applicable law.

Customers will be informed of the cancellation and the next steps.

4. Refunds for Cancelled Orders

If a cancellation is approved and the customer has already paid, the eligible refund will generally be processed through the original payment method, where reasonably possible.

The time taken for the refunded amount to appear in the customer's account may depend on the bank, UPI provider, payment gateway, or other payment service.

Open Challenge will communicate relevant refund information to the customer.

Refunds will be processed within the period required by applicable law or the relevant payment requirements.

5. Cancellation After Dispatch

Once an order has been dispatched through India Post, cancellation may not be possible because the shipment is already in the postal network.

Customers should contact our support team if they no longer wish to receive a dispatched order.

The available resolution will depend on the shipment status, applicable policies, and legal requirements.

Any refund or other remedy required under applicable law will remain available.

6. Refused or Undelivered Orders

If a customer refuses a delivery or a shipment is returned to the sender, Open Challenge will review the circumstances before deciding the appropriate next steps.

Customers should contact support to discuss the shipment and any eligible refund.

Any shipping deductions or other charges must be disclosed transparently and comply with applicable consumer-protection laws. Cancellation charges will not be imposed contrary to applicable law.

7. Payment Failures and Duplicate Payments

If a payment fails but the amount is debited from the customer's account, the customer should contact Open Challenge with the order details and available payment reference.

Duplicate payments and other payment discrepancies will be investigated with the relevant payment provider.

Any confirmed amount eligible for refund will be processed in accordance with applicable payment requirements and law.

8. Fraud Prevention

Open Challenge may review orders where there are reasonable indications of payment fraud, unauthorised transactions, or misuse of the ordering system.

Where an order cannot legitimately be fulfilled, Open Challenge may cancel it and communicate the outcome to the customer.

Any refund due for a cancelled, paid order will be handled in accordance with applicable law.

9. Customer Support

For cancellation requests, payment issues, or refund enquiries, customers can contact Open Challenge using the official support details published on our website.

Please include your order number and relevant payment reference, if available.

10. Policy Updates

Open Challenge may update this policy to reflect changes in its operations or applicable laws.

The latest version will be published on the website with the revised date.

11. Legal Compliance

This policy must be interpreted consistently with applicable Indian consumer-protection laws and payment requirements.

Nothing in this policy is intended to exclude, limit, or override a customer's statutory rights or remedies.