Order Cancellation Policy

1.Customer cancellation

A customer may request cancellation from the order page or customer support before the order enters processing, production or dispatch. A request is confirmed only when the order status shows cancelled or support confirms it.

2.Personalized products

A personalized or made-to-order item cannot ordinarily be cancelled after design approval or production starts because it is created specifically for the customer. Applicable rights for defective or misdescribed goods remain unaffected.

3.Cancellation by ChoiceMatrix

• Product or delivery location becomes unavailable.
• Payment cannot be verified or a transaction is flagged for security review.
• Pricing, inventory or product information contains a material error.
• The supplier cannot fulfil the agreed specification or delivery requirement.

4.Refund after cancellation

For an approved prepaid cancellation, the refund will be initiated to the original payment method within 7 business days. Payment-provider processing time may apply. No refund is needed for an unpaid or uncollected COD order.