Order Cancellation Policy

1. Scope of Application

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

Once order preparation, packing, or dispatch arrangements have commenced, cancellation is no longer available. In such cases, the order may only be handled through the return and refund process after delivery has been completed.

2. Timeframe for Cancellation Requests

Customers may request to cancel an order within 48 hours of order confirmation, provided the items have not yet been packed or prepared for dispatch.

Within this timeframe, cancellation requests are generally processed smoothly, and the full amount paid will be refunded.

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

• Accurate order information is provided, including order number and contact details.

• The request is submitted through the customer support channels listed below.

If the order has already been dispatched, customers may proceed with a return in line with the standard return process.

4. How to Request an Order Cancellation

To request an order cancellation, customers must contact our store’s 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
Reason for cancellation (optional)

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

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

5. Refunds for Cancelled Orders

If a cancellation request is approved:

Refunds will be issued using the original payment method.
Refund processing is typically completed within 1–5 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 or financial institution.

6. Automatic Order Cancellations

We may automatically cancel an order under certain circumstances, including but not limited to:

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

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

7. Policy Updates

We may update this Order Cancellation Policy from time to time to reflect operational adjustments or regulatory requirements.

Any updated version becomes effective once published by our store.

8. Customer Support and Contact Information

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

Address:APT BLK 162 YISHUN STREET 11 #14-244, SINGAPORE 760162, SINGAPORE
Email:help@havengethaus.com
Phone:+65 (841) 92747
Business Hours:Monday to Friday, 9:30 am – 4:30 pm (excluding public holidays)