Order Cancellation Policy

1. Order Cancellation Scope

This Order Cancellation Policy explains when and how an order may be cancelled after it has been placed. The policy is designed to provide clarity while taking into account order processing and delivery workflows.

2. Cancellation Eligibility

Whether an order can be cancelled depends on its processing status.

• Orders cancelled within 48 hours of placement and not yet shipped may be cancelled directly
• Orders placed more than 48 hours ago or already shipped cannot be cancelled
• For orders that cannot be cancelled, customers are advised to wait for delivery and proceed under the Returns, Exchanges & Refunds Policy.

These conditions help ensure accurate order handling and prevent disruptions once shipping preparation has begun.

3. How to Request a Cancellation

To request an order cancellation, please contact us as soon as possible using one of the following methods:

• E-mail contact is recommended for faster and clearer processing
• Phone enquiries are also accepted during support hours
• Please provide your order number and relevant payment confirmation when submitting the request

Providing complete information allows our support team to review your request efficiently.

4. Review and Confirmation Process

Once a cancellation request is received, our support team will promptly review the order status.

• If the cancellation request meets the eligibility conditions, it will be approved
• You will be informed of the outcome as soon as the review is completed
• If the order cannot be cancelled, guidance will be provided on the next available steps

5. Refund Processing After Cancellation

For approved cancellations, refunds are handled as follows:

• Refunds are initiated within 1–3 business days after cancellation approval
• The refund is processed using the original payment method
• The time required for funds to appear in your account depends on your card issuer or payment provider

We recommend allowing additional time for financial institutions to complete the refund transaction.

6. Support Contact

If you have questions regarding order cancellation or refund status, please contact us using the details below:

• Address: APT BLK 807C CHAI CHEE ROAD #05-50, SINGAPORE 463807, SINGAPORE
• E-mail: reviews@luxeene.com
• Phone: +65 (895) 62501
• Support hours: Monday to Friday, 9:30 – 16:30 (AEST/AEDT)

This policy aims to balance flexibility for customers with the practical requirements of order processing.