Order Cancellation Policy

1. Scope of Application

This cancellation policy applies to all cancellation requests submitted through our website, provided that the order has not yet been handed over to the logistics provider.

Once order preparation, packing, or courier handover has commenced, cancellation can no longer be accepted. In such cases, the order must be managed through the return and refund process after delivery.

2. Timeframe for Cancellation Requests

• Customers may submit a cancellation request within 24 hours of order confirmation, provided the items have not entered packing or dispatch preparation.

• Requests submitted within this timeframe are generally processed without issue. If approved, the full amount paid will be refunded.

• After this period, cancellation cannot be guaranteed, as orders may already be actively processed. Once preparation has begun, the process cannot be interrupted.

• If cancellation is no longer possible, customers may wait for delivery and submit a return request in accordance with the applicable return procedure.

3. Conditions for Order Cancellation

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

The order has not been packed or handed over to the courier.
The request is submitted within the permitted cancellation timeframe.
Complete and accurate order details are provided, including order number, customer name, and contact information.

4. How to Submit a Cancellation Request

To request an order cancellation, customers must contact our support team and clearly state their intention to cancel the order.

The request should include:

Order number
Full name
Contact details (email preferred)
Reason for cancellation (optional)

Our support team will review the request and confirm whether the order is eligible for cancellation.

Customers will receive notification confirming whether the order has been successfully cancelled or whether cancellation is no longer possible due to preparation or dispatch status.

5. Refunds for Cancelled Orders

If a cancellation request is approved:

Refunds will be issued using the original payment method.
Refund processing typically takes 2–5 business days from the date the cancellation is confirmed.
The time required for funds to appear in the customer’s account may vary depending on the payment provider or financial institution.

6. Automatic Order Cancellations

We may cancel an order automatically under certain circumstances, including but not limited to:

Payment confirmation is not received.
Delivery details are incomplete or incorrect.
Technical or operational issues prevent order processing.
The ordered item becomes unavailable unexpectedly.

In such cases, customers will be notified via email, and any amounts already paid will be refunded in full.

7. Policy Updates

This cancellation policy may be updated from time to time to reflect operational changes or regulatory requirements.

Any updated version becomes effective once published on our website.

8. Contact Information

For enquiries related to order cancellations, please contact us using the details below.

Address:APT BLK 145 JALAN BUKIT MERAH #06-1104, SINGAPORE 160145, SINGAPORE
Phone:+65 (874) 10314
Email:care@denmymart.com
Business Hours:Monday to Friday, 10:00 am – 4:00 pm (excluding public holidays)