Cancellation Policy

At CARTIFY ONLINE SDN BHD 202501005246 (1606660-K), we understand that customers may occasionally need to change or cancel an order. We will make reasonable efforts to assist with cancellation requests, provided the order has not yet been processed or dispatched.

Please review the following policy before submitting a cancellation request.

1. Cancellation Eligibility

  • Cancellation requests should be submitted as soon as possible after placing your order.
  • Orders may be cancelled if they have not yet been processed, packed, or handed over to the courier.
  • All cancellation requests are subject to confirmation by our customer service team.
  • Once an order has been dispatched, cancellation may no longer be possible.

2. Orders Already Processed or Shipped

Once an order has entered the processing, packing, or shipping stage, we may be unable to cancel it.

If your order has already been shipped and you no longer require the product, you may need to receive the item first and submit a request under our Return, Refund & Exchange Policy, where applicable.

3. Refunds for Approved Cancellations

If your cancellation request is approved and payment has already been received:

  • The refund will normally be issued through the original payment method.
  • Refund processing may take 7–14 business days, depending on the payment provider or financial institution.
  • You will be notified once the refund has been processed.
  • The actual time for the funds to appear in your account may vary depending on your bank or payment provider.

4. Incorrect or Duplicate Orders

If you accidentally place a duplicate order or provide incorrect information during checkout, please contact us immediately.

We will make reasonable efforts to assist with cancellation or order amendments before the order enters the processing stage.

5. Cancellation by CARTIFY ONLINE SDN BHD

We reserve the right to cancel an order when necessary, including situations involving:

  • Product unavailability
  • Incorrect pricing or product information
  • Payment verification issues
  • Suspected fraudulent or unauthorized transactions
  • Delivery restrictions
  • Technical or system errors
  • Circumstances beyond our reasonable control

Where payment has already been received, an eligible refund will be arranged.

6. How to Request a Cancellation

To request an order cancellation, please provide:

  • Order number
  • Customer name
  • Contact number
  • Reason for cancellation

Please contact us as soon as possible:

Email: cartify_online@outlook.com

Our team will review your request based on the current status of your order and notify you whether the cancellation can be processed.

7. Customer Support

We aim to handle cancellation requests fairly and efficiently. However, cancellation cannot be guaranteed once an order has entered the processing or delivery stage.

CARTIFY ONLINE SDN BHD appreciates your understanding and will do our best to provide a smooth and transparent cancellation experience.