Order Cancellation Policy

1. Scope of Application

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

Once order preparation, packing, and handover to the courier have been completed, cancellation is no longer possible. In such cases, the order may only be managed through our return and refund process after delivery.

2. Timeframe for Cancellation Requests

Customers may request to cancel an order within 35 hours of order confirmation, provided the items have not yet been packed or prepared for dispatch.
Within this timeframe, cancellations are generally straightforward, and the full amount paid will be refunded.
After 35 hours, cancellation cannot be guaranteed, as orders may already be undergoing internal processing. Once preparation has commenced, the process cannot be interrupted.
If cancellation is no longer possible, customers may wait for delivery and then submit a return request in accordance with the applicable return procedure.

3. Conditions Required for Order Cancellation

A cancellation request will only be considered valid 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 35 hours of order confirmation.

• Accurate order details are provided, including order number, customer name, and contact information.

4. How to Request an Order Cancellation

To submit a cancellation request, customers must contact our customer support team and clearly state their intention to cancel the order.

The request should include the following information:

• Order number

• Full name

• Contact details (email if available)

• Reason for cancellation (optional)

Our customer support team will review the request and confirm whether the order is eligible for cancellation.

Customers will then receive a notification confirming either:

• That the order has been successfully cancelled,

• That cancellation is not possible because the order is already in preparation or dispatch.

5. Refunds for Cancelled Orders

If a cancellation request is approved:

• The refund will be issued using the same payment method originally used.

• Internal refund processing typically takes 1–5 business days from the date cancellation is confirmed.

• The time required for funds to appear in the customer’s account may vary depending on the payment provider or financial institution.

6. Automatic Order Cancellations

We may automatically cancel an order under the following circumstances:

• Payment confirmation is not received from the payment provider or bank.

• Delivery information is incomplete or incorrect.

• Technical issues or operational exceptions prevent order processing.

• The ordered item becomes unexpectedly unavailable.

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

7. Policy Updates

We may update this policy to reflect changes in operational procedures or regulatory requirements.
The updated version becomes effective from the time it is published on our website.

8. Contact Information

For enquiries related to order cancellations, please contact us using the details below.

Address: APT BLK 673C JURONG WEST STREET 65 #02-36, SINGAPORE 643673, SINGAPORE
Phone: +65 (909) 62391
Email: helpdesk@sofagomart.com
Business Hours: Monday to Friday, 8:00 am – 5:00 pm (excluding public holidays)