Last Updated: 01 November 2025

Thank you for shopping with Neuness. This Cancellation Policy explains how customers can cancel orders, under what conditions cancellation is allowed, and how refunds are processed.

1. Order Cancellation Before Shipment

You may request to cancel your order before it has been processed or shipped.

To cancel:

• Contact our Customer Support immediately at [Insert Email] or [Insert WhatsApp/Phone].

• Provide your Order Number and Full Name.

If the order has not yet entered the packing or shipping stage, we will approve the cancellation and process your refund.

2. Cancellation After Shipment

Once the order has been shipped, it cannot be cancelled.

However, you may still request:

• Return (if applicable)

• Exchange (if eligible)

Please refer to our Return and Exchange Policies for more information.

3. Cancellation of Pre‑Order or Custom Products

For items that are pre‑ordered, custom‑made, or made on demand, cancellation may not be possible once production has started.

We will inform you if your cancellation request is eligible based on the production status.

4. Failed Delivery / Customer Not Reachable

If the courier is unable to reach you after multiple attempts and the order is automatically returned to us, it will be treated as a cancellation by customer.

Refunds will be processed after we receive the returned shipment.

5. Refund Timeline for Cancelled Orders

If your cancellation is approved, refunds will be issued using the original payment method.

Estimated refund times:

• Card Payments: 7–14 business days

• Tabby/Tamara: As per their refund process

• Cash on Delivery (COD): Refund issued as store credit unless otherwise specified

6. Neuness Right to Cancel Orders

We reserve the right to cancel any order due to:

• Payment failure

• Stock unavailability

• Suspected fraudulent activity

• Incorrect pricing or product information

You will be notified immediately, and a full refund will be issued.

7. How to Request a Cancellation

To request cancellation, contact us with the following details:

• Order Number

• Full Name

• Phone Number / Email

• Reason for cancellation (optional)

Email: support@neuness.com