LEGAL & POLICY
Refund & Cancellation Policy
Clear guidelines for cancellations, returns and refunds across CraftWeb products, digital licenses and technology services.
Last Updated: 7 October 2026
1. Introduction
This Refund & Cancellation Policy explains how CraftWeb Technology Services Pvt. Ltd. (“CraftWeb”) handles cancellation, return and refund requests. Eligibility depends on the type of product or service purchased and on the condition and status of the order.
Where a specific quotation, statement of work, service agreement or license agreement applies, its terms may also govern that transaction. This policy should be read together with our Terms & Conditions.
Nothing in this policy limits any rights you may have under applicable consumer protection law.
HOW A REQUEST IS HANDLED
1. Request
You contact us with your order details and reason.
2. Review
We check the order status, product condition and evidence.
3. Decision
We confirm eligibility under this policy and applicable terms.
4. Refund / Replacement
Where approved, a refund, replacement, repair or return is arranged.
AT A GLANCE
Physical Hardware
Cancellation is generally easier before dispatch. After dispatch, eligibility depends on inspection and the reason for return.
READ SECTION 3 →Refurbished Products
Condition, accessories and warranty are as disclosed on the listing. Disclosed cosmetic wear is not automatically a defect.
READ SECTION 4 →Digital Licenses
Cancellation may be possible before delivery or activation. Once a key is revealed or activated, refunds may be restricted. Invalid keys are investigated.
READ SECTION 6 →IT Services
Depends on the service stage. Unused prepaid amounts may be considered; delivered work is governed by the applicable agreement.
READ SECTION 8 →2. Order Cancellation
• You may request cancellation before dispatch or fulfilment, where applicable.
• Cancellation is subject to the status of the order at the time of the request.
• Orders that have already been dispatched, delivered, activated or substantially fulfilled may be subject to different rules, as described in the sections below.
• Please contact info@cwtspl.com as soon as possible if you wish to cancel.
• Submitting a cancellation request does not by itself guarantee that the cancellation will be approved. We will review the request and confirm the outcome.
3. Physical Products
This section applies to new IT hardware and other physical products.
• Cancellation before dispatch may generally be possible, subject to order status.
• Once an order has been dispatched, cancellation may require the product to be returned or the delivery to be refused, according to the applicable circumstances.
• Refund processing depends on inspection of the returned product and confirmation of eligibility.
• Shipping charges, transaction charges or other charges may be treated according to the applicable order terms and applicable law.
• Claims for wrong, damaged or defective products should be reported promptly, with supporting photographs or video where appropriate (see Section 5).
4. Refurbished / Used / Open-Box Products
REFURBISHED, USED AND OPEN-BOX ITEMS
• The condition of each product is disclosed on the product listing.
• Normal cosmetic signs of previous use do not automatically constitute a defect where they have been disclosed.
• Specifications, included accessories and warranty are as stated on the product listing, quotation or invoice.
• Return and refund eligibility depends on the reason for return and the stated product terms.
• Products should be returned with all included accessories and, where applicable, the original packaging.
• Tampering, physical damage or unauthorized modification may affect eligibility, subject to applicable law.
5. Wrong / Damaged / Defective Product
If you receive a product that is incorrect, damaged in transit or defective:
• Please notify CraftWeb promptly after receiving the product.
• Provide your order details and supporting evidence, such as photographs or video, where appropriate.
• CraftWeb may investigate the issue and coordinate a replacement, repair, return or refund, depending on the circumstances.
• Where applicable, the manufacturer's or distributor's warranty may also apply.
6. Software & Antivirus Licenses
DIGITAL LICENSES AND ACTIVATION KEYS
• Digital licenses and activation keys are delivered electronically.
• Cancellation may be possible before the license or key has been delivered or activated, where applicable.
• Once a license key has been delivered, revealed, redeemed, activated or otherwise consumed, refund eligibility may be restricted, because the digital asset may no longer be recoverable.
• Refund requests involving defective, invalid or non-working keys will be investigated.
• Where a key is proven to be invalid or was incorrectly supplied, CraftWeb may provide a replacement or refund, as appropriate.
• The publisher's or manufacturer's license terms may also apply.
7. Software License Errors
License issues we will review include:
• Invalid key
• Wrong product supplied
• Incorrect edition
• Activation failure
• Duplicate or previously activated key
To help us verify the issue, please provide relevant error messages, screenshots and the product details shown during activation.
8. IT Services / AMC / Consulting
SERVICES AND SUPPORT
• Cancellation and refund eligibility depend on the stage of the service.
• Unused or prepaid service amounts may be considered according to the applicable agreement.
• Completed services, consumed support hours, consultations, deployments or other delivered work may not be refundable, except where required or applicable.
• The specific terms in the quotation, statement of work (SOW) or service agreement take precedence for that engagement.
9. Custom Software / Project Development
• Project payments may be milestone-based.
• Work that has already been completed, delivered or accepted may not be refundable, except in accordance with the applicable agreement or applicable law.
• Cancellation before work begins may be treated differently from cancellation after development has started.
• The project-specific quotation or statement of work governs where applicable.
10. Non-Refundable / Restricted Cases
Refunds may be restricted, where applicable, for:
• Activated or consumed digital licenses
• Customized software or services already performed
• Completed project milestones
• Customer-caused damage
• Unauthorized modification or tampering
• Misuse
• Products returned without required components
• Change-of-mind cases where the product or service terms, or applicable law, do not provide a return right
These restrictions apply only to the extent permitted by applicable law and do not exclude any statutory rights you may have.
11. Refund Method
• Approved refunds will normally be processed to the original payment method, where technically possible.
• Processing time may depend on the payment gateway or bank.
• For offline payments or in exceptional cases, an alternative refund method may be arranged where appropriate.
• CraftWeb will communicate the status of your refund.
12. Refund Processing Time
After approval, CraftWeb will initiate the applicable refund within a reasonable processing period. The time taken for the amount to appear in the customer's account may depend on the payment gateway, bank or financial institution.
13. Shipping / Return Costs
Responsibility for return shipping costs may depend on the reason for the return, the condition of the product and the applicable terms. For example, returns caused by an incorrect or defective product supplied by CraftWeb may be treated differently from change-of-mind returns.
14. Fraudulent / Abusive Claims
Fraudulent refund claims, false information, manipulated evidence or repeated abusive claims may be investigated and handled appropriately, subject to applicable law.
15. Payment Gateway
Where online payment is offered, payments may be processed by third-party payment providers. The processing rules of the relevant payment gateway, bank or financial institution may also apply to refunds.
16. Request a Refund / Cancellation Review
To request a cancellation or refund review, contact us with the details below so we can locate your order and review it promptly.
CONTACT US →Or email us at
info@cwtspl.comPLEASE INCLUDE
• Order number
• Customer name
• Registered email address
• Product or service name
• Reason for cancellation or refund
• Supporting evidence, where relevant