Order Cancellation Policy

1. Scope of Application

This cancellation policy applies to all cancellation requests submitted through the website operated by the store, provided the order has not yet been packed or handed over to the logistics provider.

Once order preparation, packing, or courier handover has commenced, cancellation can no longer be accepted. In such cases, the order must be managed through the return and refund process after delivery.

This policy applies only to orders delivered within Australia.

2. Timeframe for Cancellation Requests

• Customers may submit a cancellation request within a maximum of 24 hours after order confirmation, provided the items have not entered packing or dispatch preparation.

• Requests submitted within this timeframe are generally processed without difficulty. If approved, the full amount paid will be refunded.

• After this period, cancellation cannot be guaranteed, as orders may already be in active processing. Once preparation has started, the process cannot be interrupted.

3. Conditions for Order Cancellation

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

The order has not been packed or handed over to the courier.
The request is submitted within the permitted cancellation timeframe.
Complete and accurate order details are provided, including order number, customer name, and contact information.

4. How to Submit a Cancellation Request

To request an order cancellation, customers must contact the store’s customer support team and clearly state their intention to cancel the order.

The request should include:

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

The support team will assess the request and confirm whether the order is eligible for cancellation.

Customers will receive notification confirming whether the order has been successfully cancelled or whether cancellation is no longer possible due to order preparation or dispatch status.

5. Refunds for Cancelled Orders

If a cancellation request is approved:

Refunds will be issued using the original payment method.
Refunds are usually processed within 2–7 business days from the date cancellation is confirmed.
The time for funds to appear in the customer’s account may vary depending on the payment provider or financial institution.

6. Automatic Order Cancellations

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

Payment confirmation is not received.
Delivery details are incomplete or incorrect.
Technical or operational issues 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

This cancellation policy may be updated from time to time to reflect operational adjustments or regulatory requirements.

Any updated version becomes effective once published on the website.

8. Contact Information

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

Address: APT BLK 682 CHOA CHU KANG CRESCENT #02-512, SINGAPORE 680682, SINGAPORE
Phone: +65 (871) 33791
Email: relationship@pinemyly.com
Business Hours: Monday to Friday, 8:00 am – 3:00 pm (excluding public holidays)