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Order Cancellation Policy

Ⅰ. Order Cancellation Policy Overview

Thank you for shopping with us.

To ensure accurate and efficient processing of your order, please carefully read the following order cancellation information before confirming your purchase.

This policy applies to orders within Australia.

Ⅱ. Cancelable Situations

You can request to cancel your order under the following circumstances:

  • Within 72 hours after payment, if the order has not been shipped.

  • Once the order has entered the shipping process, it is considered dispatched, and cancellations are no longer accepted.

Orders can only be canceled if they have not been processed or shipped.

Ⅲ. Non-Cancelable Situations

Orders are generally non-cancelable in the following cases:

  • The order has been shipped or handed over to the carrier.

  • Delivery failure due to incorrect shipping information or other key details provided by the customer.

If the order has been shipped, you can still request a return, refund, or exchange according to our Return, Refund, and Exchange Policy once the product has been received.

Ⅳ. How to Submit a Cancellation Request

To request an order cancellation, please contact our customer support team using one of the following methods:

When submitting a cancellation request, you will need to provide the following information:

  • Order number

  • Proof of payment (e.g., screenshot or receipt)

  • A brief reason for the cancellation

Ⅴ. Review and Refund Process

Upon receiving the complete details, we will review your cancellation request within 3 business days and notify you of the result via email.

Refunds are typically only applicable to orders that have not been shipped or in rare cases where the goods were successfully intercepted or returned.

If the refund is approved, it will be issued to the original payment method (e.g., Visa or Mastercard).

Refund processing time and the time it takes for the funds to be credited may vary depending on your bank or payment service provider.

If you have not received the refund within a reasonable time frame, we recommend contacting your issuing bank or reaching out to our customer support team for further assistance.

Ⅵ. Data Protection and Privacy

Any personal information collected during the cancellation process will be handled in accordance with the Australian Privacy Act, including:

  • Privacy Act 1988

  • Australian Privacy Principles (APPs)

This information is used solely for order cancellation and after-sales management purposes.

If you wish to access, correct, or delete your personal information, please contact our customer support team.

Ⅶ. Contact Information

  • Address: 7650 PANGEA LN APT 102, RALEIGH, NC, 27616-5849

  • Phone: +1(305) 614-4346

  • Email: studio@sofimena.com

  • Service Hours: Monday to Friday, 9 am to 6 pm (Australia/Sydney, AEST/AEDT)

We process order cancellation requests in accordance with applicable Australian laws and this policy, ensuring fairness and continuously improving the overall customer experience.