Order Cancellation Policy

1. Scope of Application

This policy applies to all order cancellation requests submitted through our website, provided the order has not yet been prepared, packed, or handed over to the logistics service.

Once order preparation or dispatch has commenced, cancellation is no longer available. In such cases, the order may be managed through the return and refund process after delivery.

2. Timeframe for Cancellation Requests

• Customers may request to cancel an order within 48 hours of successful payment, provided the items have not yet been prepared or dispatched.

• Within this timeframe, cancellation requests are generally accepted and a full refund will be issued.

• After 48 hours, cancellation cannot be guaranteed, as the order may already be undergoing internal processing.

• If cancellation is no longer possible, customers may wait for delivery and then submit a return request in accordance with the return policy.

3. Conditions Required for Order Cancellation

A cancellation request will be considered valid only if all of the following conditions are met:

The order has not yet been packed or handed over to the courier.
The request is submitted within 48 hours of successful payment.
Accurate order information is provided, including order number and contact details.
The request is submitted through the store contact channels listed below.

If the order has already been dispatched, customers may proceed with a return according to the standard return procedure.

4. How to Request an Order Cancellation

To request an order cancellation, customers must contact our store and clearly state their intention to cancel the order.

The request should include:

Order number
Full name
Contact details
Reason for cancellation (optional)

Our store will review the request and confirm whether the order is eligible for cancellation.

Customers will receive a notification confirming either that the order has been successfully cancelled or that cancellation is not possible due to order preparation or dispatch.

5. Refunds for Cancelled Orders

If a cancellation request is approved:

Refunds will be issued to the original payment method used.
Refund processing is completed within 1–4 business days from the date the cancellation is confirmed.
The time required for funds to appear in the customer’s account may vary depending on the payment provider.

6. Automatic Order Cancellations

Our store may automatically cancel an order under the following circumstances:

Payment confirmation is not received from the payment provider.
Delivery information is incomplete or incorrect.
Technical issues or operational exceptions prevent order processing.
The ordered item becomes unavailable.

In such cases, customers will be notified by email and any amount paid will be refunded in full.

7. Policy Updates

Our store may update this policy from time to time to reflect operational changes or regulatory requirements.

Any updates will take effect once published on our website and will apply to orders placed thereafter.

8. Contact Information

For enquiries related to order cancellations, please contact our store using the details below:

Address: APT BLK 106B CANBERRA STREET #02-467, SINGAPORE 752106, SINGAPORE
Email: survey@sofagoio.com
Phone: +65 (867) 37419
Business Hours: Monday to Friday, 8:30 am – 3:30 pm (excluding public holidays)