Cancellation Policy
This Cancellation Policy applies to all orders placed on www.cristello.in or the Cristello mobile application, owned and operated by Cutis Pharma, Bengaluru, Karnataka.
1. How to Cancel Your Order
You may request an order cancellation by contacting us before the order is dispatched through any of the following:
-
Email: hi@cristello.in (subject line: “Order Cancellation – [Order Number]”)
-
Phone: +91-6364054141
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WhatsApp / Online Chat: Available on the website
Please have your order number ready when contacting us.
2. Cancellation Window
| Stage |
Cancellation Allowed? |
Refund |
| Before order is dispatched |
Yes ✔ |
Full refund (including any partial payment) |
| After order is dispatched / in transit |
No ✘ |
Partial payment forfeited (if applicable) |
| Order refused at delivery / RTO |
No ✘ |
Partial payment forfeited; COD fee non-refundable |
3. COD & Partial Payment Orders
- For orders placed with Partial Payment on COD (via GoKwik): if cancelled before dispatch, the advance amount will be fully refunded.
- If the order is cancelled, refused, or results in an RTO after dispatch, the partial advance payment will be forfeited and no refund will be issued.
- COD handling charges of ₹50 are non-refundable once the order has been dispatched.
- If the balance COD amount is not paid at delivery, the order will be cancelled and the advance will not be refunded.
4. Non-Cancellable Situations
Cancellations will not be accepted in the following cases:
- Order has already been packed and handed over to the courier partner
- Order is out for delivery
- Order has already been delivered
- Request made after the order status shows “Dispatched” or “Shipped”
5. Refund After Cancellation
- Approved cancellation refunds will be processed to the original payment method.
- Refunds via Credit/Debit Card or Net Banking take 7–10 working days to reflect, depending on your bank.
- UPI refunds are typically processed within 2–3 working days.
- We are not responsible for delays caused by banks or payment gateways beyond our control.
6. Cancellation by Cristello
Cristello reserves the right to cancel any order at its sole discretion in the following circumstances:
- Product is out of stock or unavailable
- Incorrect pricing or description due to a technical error
- Suspected fraudulent, duplicate, or invalid order
- Payment not received or payment verification failed
In such cases, a full refund (if payment was made) will be processed within standard timelines.
7. Contact Us
For any cancellation-related queries:
Email: hi@cristello.in
Phone: +91-6364054141
Address: Cutis Pharma, 5/1, 4th Main, MRCR Layout, Magadi Main Rd, Govindaraja Nagar Ward, MC Layout, Vijayanagar, Bengaluru, Karnataka – 560040
8. Grievance Officer
In accordance with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 and the Consumer Protection Act, 2019, the details of our Grievance Officer are as follows:
Name: Cutiskart
Phone: +91-6366588485
Email: hi@cristello.in
Address: 5/1, 4th Main, MRCR Layout, Magadi Main Rd, Govindaraja Nagar Ward, MC Layout, Vijayanagar, Bengaluru, Karnataka – 560040
Grievances will be acknowledged within 24 hours and resolved within 15 working days of receipt.
