Order Cancellation Policy

1. Overview and Scope

This document explains how order cancellation requests are handled for furniture purchases delivered within Australia. It applies to all orders placed through our online store and is intended to provide clear and transparent guidance on when and how an order may be cancelled.

Delivery area: Australia-wide
Business hours: Monday to Friday, 9:00–17:00

2. Order Cancellation Conditions

Order cancellation availability depends on the timing and shipping status of the order.

Orders eligible for cancellation

• Orders placed within 48 hours and not yet shipped may be cancelled.

• Eligible cancellations will be processed without penalty.

Orders not eligible for cancellation

• Orders that have already been shipped cannot be cancelled.

• Orders placed more than 48 hours ago are no longer eligible for cancellation.

Where cancellation is no longer available, customers are encouraged to receive the item and follow the applicable return and post-delivery resolution procedures.

3. How to Request an Order Cancellation

To request an order cancellation, customers may contact us using the following methods:

• Email is the preferred contact method.

• Phone enquiries may be made during business hours.

When submitting a cancellation request, please provide:

• Order number

• Proof of payment, where available

• A brief explanation of the request

Providing complete and accurate information helps us review and process requests efficiently.

4. Review and Processing of Requests

• Cancellation requests are reviewed as soon as they are received.

• Order status and shipping progress are checked to confirm eligibility.

• Customers will be informed of the outcome once the review is completed.

5. Refund Handling

• If a cancellation request is approved, the refund process will be initiated within 3 business days.

• Refunds are issued using the original payment method.

• The time required for funds to appear in your account may vary depending on your bank or payment provider.

6. Important Notes

• Requests to cancel an order after dispatch cannot be accommodated.

• Submitting a cancellation request does not guarantee approval if the order no longer meets the eligibility conditions.

• This document does not affect any rights you may have under Australian consumer protection laws.

7. Contact Information

For questions relating to order cancellations or request status, please contact us during business hours:

Email (preferred): yourhelpdesk@cozygoio.com
Phone: +65 (807) 26178
Address: APT BLK 160 WOODLANDS STREET 13 #08-653, SINGAPORE 730160, SINGAPORE

Nothing in this document is intended to exclude or limit any non-excludable rights available to consumers under Australian law.