Order Cancellation Policy

1. Scope of Application

This policy applies to all cancellation requests submitted for orders that have not yet entered preparation or been handed over for delivery.

Once an order has been prepared, packed, or transferred to a logistics provider, cancellation is no longer possible. In such cases, the order may be managed through the applicable return and refund procedure after delivery.

2. Timeframe for Cancellation Requests

Cancellation requests may be submitted within 24 hours of order confirmation, provided preparation has not commenced.

Within this timeframe, approved cancellations are generally processed without difficulty and the full amount paid will be refunded.

After 24 hours, cancellation cannot be guaranteed, as internal processing may already be underway. Once preparation begins, the process cannot be interrupted.

Where cancellation is no longer possible, delivery may proceed and a return request may be submitted in accordance with the return procedure.

3. Conditions for Cancellation

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

• The order has not been prepared, packed, or handed over for delivery.

• The request is submitted within 24 hours of order confirmation.

• Correct order details are provided, including order reference and contact information.

• The request is submitted using the support contact details listed below.

If an order has already been dispatched, cancellation is no longer available and return procedures apply.

4. How to Submit a Cancellation Request

To request cancellation, users must contact support and clearly indicate the intention to cancel the order.

The request should include:

• Order reference number

• Full name

• Contact details

• Reason for cancellation (optional)

Each request is reviewed, and confirmation will be provided advising whether:

• The order has been successfully cancelled, or

• Cancellation is not possible due to preparation or dispatch status.

5. Refunds for Cancelled Orders

Where a cancellation request is approved:

• Refunds are issued using the original payment method.

• Internal processing generally occurs within 3–7 business days from confirmation.

• The time required for funds to appear may vary depending on the payment provider or financial institution.

6. Automatic Cancellations

An order may be cancelled automatically under the following circumstances:

• Payment authorisation is not received.

• Delivery information is incomplete or invalid.

• Technical or operational issues prevent order processing.

• An item becomes unavailable prior to preparation.

Where this occurs, notification will be issued and any amounts paid will be refunded in full.

7. Policy Updates

This policy may be revised periodically to reflect operational changes or regulatory requirements.

Revisions apply from the date of publication and affect future orders only.

8. Contact Information

For enquiries relating to order cancellations, please use the contact details below:

Address: APT BLK 301B ANCHORVALE DRIVE #10-63 SINGAPORE 542301SINGAPORE
Phone: +65 (899) 46862
Email: orderstatus@loftova.com
Service Hours: Monday to Friday, 9:00 am – 5:00 pm (excluding public holidays)