Plans change. We keep it clear.

When cancellation may be accepted

An order may generally be considered for cancellation where fulfilment has not progressed beyond a stage at which the order can reasonably be stopped.

When we may cancel an order

In limited circumstances, an order may be cancelled by us where completing the transaction is not reasonably possible.

• Product becomes unavailable or cannot be fulfilled.
• Payment is unsuccessful, reversed or cannot be verified.
• Delivery information is materially incomplete or incorrect.
• There is a material pricing, inventory or technical error.
• The order appears fraudulent, abusive or unauthorised.
• Delivery is not serviceable to the provided location.
• A force majeure or other exceptional circumstance prevents fulfilment.

Where payment has already been successfully received for an order cancelled by us, an applicable refund will generally be initiated.

When a refund may apply

A refund may be considered where payment has been received and the transaction qualifies for refund under this policy, our Return Policy or applicable law.

How the refund amount is determined

The amount eligible for refund depends on the circumstances of the cancellation or return and the amount originally paid.

Where applicable, non-refundable charges, promotional adjustments, discounts, shipping charges or other amounts may be treated according to the relevant transaction terms and applicable law.

How refunds are sent

Approved refunds for prepaid orders are generally initiated back to the original payment method where technically supported.

Where the original payment route cannot be used, another suitable refund method may be requested or communicated where legally and operationally appropriate.

Refund processing timeline

Once a refund is approved, we aim to initiate the refund within a reasonable processing period. Where a returned item requires inspection, refund processing begins only after the required return review is completed.

Failed or interrupted payments

In some cases a payment may appear debited from your account even though the order was not successfully created or payment confirmation was not received by the website.

Such transactions may be automatically reversed by the bank or payment provider. If the amount is not automatically reversed within the provider's normal processing period, contact us with the payment and order details available to you.

Cash on Delivery refunds

Where Cash on Delivery is available and a refund is approved for a COD order, there may be no original online payment method available for reversal.

In such cases, customers may be asked to provide suitable bank or other supported refund details. Any such information should be provided only through the authorised method communicated by our support team.

When refunds may not be available

• The return or cancellation request does not meet applicable policy conditions.
• A returned item fails inspection due to use, damage, alteration or missing required components.
• The customer provides incorrect or insufficient order information that prevents verification.
• A product was explicitly identified as non-returnable or final sale, subject to applicable law.
• The requested refund concerns an amount that was never successfully received by us.
• The request is fraudulent, abusive or otherwise invalid.