Cancellation Policy

Overview

At Sofoline, we understand that sometimes plans change. This Cancellation Policy outlines the terms and conditions under which you may cancel your order, as well as the procedures and timeframes that apply. We aim to process cancellation requests as quickly as possible, but please note that timing is critical, especially for orders that are already being prepared for shipment.

When Can You Cancel?

Before Order Processing

You may cancel your order at any time before it has been processed and shipped. Orders can typically be cancelled free of charge during this period.

• Orders placed within the last 24 hours are usually eligible for cancellation
• No cancellation fee applies if the order hasn't entered the shipping phase
• Full refund will be processed to your original payment method

After Order Processing

Once an order has been processed and shipped, it cannot be cancelled. However, you may be eligible for a return once you receive the item. Please refer to our Returns & Exchanges Policy for more information.

How to Cancel Your Order

Online Cancellation

1. Log in to your Sofoline account
2. Navigate to "My Orders" section
3. Select the order you wish to cancel
4. Click the "Cancel Order" button
5. Confirm your cancellation request

You will receive a confirmation email once your cancellation has been processed.

Contact Customer Service

If you're unable to cancel online, you can contact our customer service team:

Please include your order number and reason for cancellation when contacting us.

Cancellation Timeframes

Standard Orders

Cancellation requests must be submitted within 24 hours of placing the order. After this period, the order may have already entered the shipping phase.

Custom or Personalized Items

Custom or personalized items cannot be cancelled once production has begun. Please review your order carefully before finalizing your purchase.

Pre-Orders

Pre-orders can be cancelled at any time before the official release date. Once the item ships, standard return policies apply.

Refund Processing

When your cancellation is approved, we will process your refund according to the following timeline:

• Debit Card: 5-7 business days
• Wire Transfer: 3-5 business days
• Mobile Money: Immediate
• Store Credit: Immediate

Please note that the actual time it takes for the refund to appear in your account may vary depending on your financial institution.

Partial Cancellations

If you have ordered multiple items and wish to cancel only some of them, please contact our customer service team. We will do our best to accommodate partial cancellations if the order hasn't been fully processed.

Order Modifications

If you need to modify your order (change shipping address, update items, etc.) rather than cancel it entirely, please contact us as soon as possible. We can often make changes before the order ships. In such a situation, additional shipping charges may apply.

Non-Cancellable Items

The following items cannot be cancelled once ordered:

• Custom-made or personalized products
• Clearance or final sale items
• Promotion or Deal items
• Items marked as "non-returnable" or "non-cancellable" at the time of purchase
• Fragile items

Seller-Initiated Cancellations

In rare cases, we may need to cancel your order due to:

• Product unavailability or stock issues
• Pricing errors or technical glitches
• Inability to verify payment information
• Suspected fraudulent activity

If we cancel your order, you will receive a full refund and an email notification explaining the reason for cancellation.

Questions About Cancellations?

If you have questions about cancelling your order or need assistance, please don't hesitate to reach out: