ORDER CANCELLATION POLICY
1. Order Cancellation
Customers may request cancellation of an order after it has been placed, provided that the order has not yet entered the fulfilment or dispatch process.
To request a cancellation, customers should contact us as soon as possible after placing the order and provide the order number and the relevant contact information.
2. Cancellation Before Order Processing
If a cancellation request is received before the order has entered processing, we will normally be able to cancel the order.
Where cancellation is accepted, any amount paid for the cancelled order will be refunded to the original payment method, subject to any applicable legal requirements.
3. Orders Already Being Processed
Once an order has entered fulfilment, been prepared for dispatch, or has otherwise progressed substantially through the order process, cancellation may no longer be possible.
In such circumstances, customers may instead need to follow the applicable Returns and Refund Policy after receiving the goods, subject to the relevant eligibility requirements.
4. Orders Already Dispatched
Orders that have already been dispatched cannot normally be cancelled through the order cancellation process.
Customers may contact us regarding the available return procedure. Any return, refund or other remedy will be handled in accordance with the applicable returns terms and mandatory consumer rights.
5. Cancellation Requests
Cancellation requests should include:
- Order number;
- Customer name;
- Contact email or other relevant contact details; and
- A clear request to cancel the order.
Requests should be sent through the contact details provided on our website.
6. Cancellation Confirmation
A cancellation request does not automatically mean that an order has been cancelled. Cancellation takes effect only after we confirm that the request has been accepted.
Customers should retain our cancellation confirmation for their records.
7. Refunds Following Cancellation
Where an order is successfully cancelled and a refund is due, the applicable amount will be returned using the original payment method, subject to the applicable payment and consumer-law requirements.
The time required for the refund to appear in the customer’s account may depend on the payment provider or financial institution used for the original transaction.
8. Consumer Rights
Nothing in this Order Cancellation Policy is intended to limit or exclude any mandatory rights available to consumers under applicable law.
Where statutory cancellation, withdrawal, return or refund rights apply, those rights will continue to apply in accordance with the relevant legal requirements.
9. Contact
For questions regarding order cancellation, customers may contact us using the contact information published on our website.
We recommend submitting cancellation requests as soon as possible after placing an order so that the request can be reviewed before the order progresses to fulfilment or dispatch.