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Order Cancellation Policy

Ⅰ. Cancellation Conditions

  • Orders can be cancelled within 72 hours of payment if they haven't been shipped yet.

  • Once the order enters the shipping process, it is considered dispatched and cannot be cancelled.

  • Only orders that have not been processed or shipped can be cancelled.

Ⅱ. Non-Cancellable Situations

  • Orders that have been shipped or handed over to the carrier.

  • Failure to deliver due to incorrect shipping details or other critical information provided by the customer.

  • If the order has been shipped, you may still apply for after-sales service under our Return, Refund, and Exchange Policy.

Ⅲ. How to Submit a Cancellation Request

  • To request an order cancellation, contact our customer support team through:

  • When submitting a cancellation request, provide the following details:

    • Order number

    • Proof of payment (such as a screenshot or receipt)

    • A brief explanation of the cancellation reason

Ⅳ. Review and Refund Process

  • We will review the request within 3 business days after receiving the complete information and notify you via email.

  • Refunds are typically granted only for orders that have not been shipped, or in some cases, if the goods are successfully intercepted or returned.

  • Refunds will be processed back to the original payment method (e.g., Visa or MasterCard).

  • The refund processing time and the time it takes for funds to appear in your account may vary depending on your bank or payment service provider.

  • If you do not receive your refund within a reasonable timeframe, we recommend contacting your issuing bank or our customer support team for further assistance.

Ⅴ. Data Protection and Privacy

  • Any personal information collected during the cancellation process will be handled in accordance with the Australian Privacy Act.

    • 1988 Privacy Act

    • Australian Privacy Principles (APPs)

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

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

Ⅵ. Contact Information

  • Address: 7830 HARDY ST, OVERLAND PARK, KS, 66204-2640

  • Contact Number: +1(305) 924-3260

  • Email: aide@cushionhaven.com

  • Service Hours: Mon-Fri, 9 am to 6 pm (Australia/Sydney, AEST/AEDT)

We process cancellation requests in accordance with applicable Australian laws and this policy, ensuring fair and reasonable handling while continuously improving our overall customer experience.