Cancellation Policy

How to request a cancellation

Use the Contact Us page as soon as possible and state that you want to cancel or change an order. Include:

• your order number;
• the email address used for the order;
• the item or order you want to cancel; and
• any requested address or order correction.

Messages can be submitted at any time. Customer Care aims to respond within one business day. This response target does not guarantee that processing or dispatch can be stopped.

Before dispatch

If the order has not entered irreversible processing or been dispatched, we will make a reasonable effort to cancel it. A cancellation is complete only when it is confirmed in writing.

If only part of an order is cancelled, shipping eligibility, bundle pricing or promotional conditions may be recalculated where applicable and permitted by law.

After processing or dispatch

Once processing or shipping has begun, cancellation may no longer be possible. We may contact the carrier, but we cannot guarantee that a parcel can be intercepted or returned before delivery.

If the order cannot be cancelled, you may request an eligible return after delivery under the Returns & Refunds Policy.

Address and order changes

An address correction received before dispatch will be applied without charge where operationally possible.

After dispatch, we may ask the carrier to update or reroute the shipment, but success is not guaranteed. Reasonable rerouting, return or reshipping costs caused by an incorrect address supplied by the customer may be charged to the customer. If the error was caused by PALLORO, the reasonable correction cost will be covered.

Product, quantity or delivery-method changes may require cancellation of the original order and submission of a new order.

Refunds for cancelled orders

When a paid order is successfully cancelled, the approved amount will be returned to the original payment method unless another method is required or agreed.

The refund will be initiated without undue delay and within any mandatory legal period that applies. The payment provider or financial institution may require additional time before the amount appears.

Consumer cancellation rights

This page explains the operational process for trying to stop or change an order before dispatch. Separate rights may allow a customer to cancel, withdraw from or return a purchase after an order has been placed or delivered.

Nothing in this policy removes a cancellation, withdrawal, refund or other consumer right that applies by law. Where the law requires an additional way to submit a cancellation notice, that method remains available through the contact details or transaction records provided for the order.