Draft notice: This policy is a template and must be reviewed by a qualified legal professional and completed with the business's details before the website goes live.
Last updated: [date]
1. When you can cancel
You can request cancellation of an order at any time before it is shipped — that is, while its status is Pending, Confirmed or Processing. Go to My Account → Orders, open the order and choose Request cancellation.
2. How cancellations are processed
- Unpaid orders (Cash on Delivery, or online payments that were not completed) are cancelled immediately.
- Prepaid orders are reviewed by our team, usually within 1 business day. Once approved, the full amount is refunded to the original payment method as described in our Refund Policy.
3. When cancellation is not possible
- Orders that have already been shipped, are out for delivery or have been delivered cannot be cancelled. You may refuse delivery, or raise a refund request after delivery if the product is damaged, incorrect or defective.
- Personalised gift hampers (with custom messages or packaging) cannot be cancelled once preparation has begun.
4. Cancellation by us
We may cancel an order if a product is unavailable, the delivery address is not serviceable, payment could not be verified, there is a pricing or listing error, or we suspect fraudulent activity. If you have paid, you will receive a full refund.
5. Unpaid online orders
If an online payment is not completed within [30] minutes of placing an order, the order is cancelled automatically and the reserved stock is released.