Order Cancellation Policy

At softelivo (hereinafter referred to as “we”, “us”, or “our”), we place great importance on transparency and customer satisfaction.
This Order Cancellation and Refund Policy is designed to clearly explain the applicable conditions and procedures in accordance with Australian consumer protection standards.

I. Order Cancellation Conditions

You may cancel your order within 48 hours of confirmation, provided that the order has not yet been shipped.

If more than 48 hours have passed or the order has already been dispatched, direct cancellation is no longer possible. In this case, please wait until you receive the parcel and contact our customer service team to initiate a return and refund request.

As a general rule, cancellations apply to the entire order. Partial cancellations may only be processed with prior approval from our customer service team.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law (ACL).

II. Order Cancellation Procedure

To request a cancellation, please contact our customer service team by email or phone and provide the following information:

• Order number

• Proof of payment

• Any other relevant information related to the order

Once all required information is received, our team will review your request promptly and inform you of the next steps, including refund arrangements if applicable.

Please note that incomplete requests may result in processing delays.

III. Refund Procedure

Refund Method:
Refunds will be issued to the original payment method used at the time of purchase (e.g., Visa, Mastercard, or other accepted cards).

Refund Timeframe:
Once processed, refunds typically appear in your account within 1–3 business days, depending on your financial institution.

Where return conditions are met, the refund will include the full amount paid, including any shipping fees charged, unless otherwise stated at checkout.

IV. Additional Information

Please ensure your contact details are accurate and complete to allow efficient processing of your request.

A confirmation email will be sent once the cancellation or refund has been successfully processed.

We recommend retaining all shipping and payment records until the procedure has been fully completed.

If the order has already been delivered by our logistics partner, cancellation is no longer possible. Only a return request in accordance with our Return Policy may be submitted after delivery.

V. Contact Information

Address: 532 BONDS ST, GEORGETOWN, SC 29440-3266, US
Customer Service Phone: +1 (803) 380-6524
Customer Service Email: customer@softelivo.com
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (AEST)