Order Cancellation Policy

1. Cancellation Conditions

• Customers may request to cancel an order within 48 hours of purchase confirmation, provided that order processing or shipment preparation has not yet commenced.

• If the order has already entered processing, preparation, or has been dispatched, cancellation will no longer be available. In such cases, customers may submit a return request after receiving the goods in accordance with the return, exchange and refund procedures.

The store reserves the right to decline cancellation requests if the order is already being prepared or has been handed over to the courier.

2. Cancellation Procedure

To request an order cancellation, customers must submit a written request via email or contact customer support by phone within the permitted timeframe.

The cancellation request must include the following information:

• Order number

• Proof of payment

All requests will be reviewed, and customers will be notified of the outcome as promptly as possible.

3. Refund Method and Processing Time

Once a cancellation request has been approved, the refund will be processed within 2–4 business days.

Refunds will be issued using the original payment method. The time required for funds to appear in the customer’s account may vary depending on the policies of the relevant financial institution.

4. Contact Information

For enquiries or assistance regarding order cancellations, please contact us using the details below:

Email: survey@sofayard.com
Phone: +65 (847) 63292
Address: 20 RIVERINA VIEW, SINGAPORE 518372, SINGAPORE
Business Hours: Monday to Friday, 9:00 am – 4:00 pm (AEST)
Delivery Area: Australia

Customers are encouraged to review this policy carefully before placing an order to ensure a clear, informed, and compliant shopping experience.