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Order Cancellation Policy

Ⅰ. Scope of Application

  • This policy applies to cancellation requests for orders placed within Australia.

Ⅱ. Circumstances for Cancellation

  • If the order has not been shipped within 72 hours of payment, cancellation can be requested.

  • Once the order has entered the shipping process, it will be considered shipped and cannot be canceled.

  • Cancellations are only accepted for orders that have not been processed or shipped.

Ⅲ. Non-Cancelable Situations

  • The order has been shipped or handed over to the courier.

  • The delivery fails due to incorrect shipping information or other key details provided by the customer.

If the order has been shipped, you may request a return or exchange after receiving the product, as per our Return, Refund, and Exchange Policy.

Ⅳ. How to Submit a Cancellation Request

  • To cancel your order, please contact our customer support team via one of the following methods:

  • When submitting a cancellation request, please provide the following information:

    • Order number

    • Proof of payment (e.g., screenshot or receipt)

    • A brief reason for the cancellation

Ⅴ. Review and Refund Process

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

  • Refunds are typically available only for orders that have not been shipped, or in rare cases, if the items are successfully intercepted or returned.

  • If the refund is approved, the amount will be returned to the original payment method (e.g., Visa or Mastercard).

  • The refund processing time and the time it takes for the funds to be credited may vary depending on your bank or payment provider.

  • If you have not received your refund within a reasonable time, please contact our customer support team for further assistance.

Ⅵ. Data Protection and Privacy

  • Any personal information collected during the cancellation process will be handled in accordance with Australian privacy laws, including:

    • Privacy Act 1988

    • Australian Privacy Principles (APPs)

  • This information will only be used for order cancellation and after-sales management purposes.

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

Ⅶ. Contact Information

  • Address: 5823 E HASTINGS ARCH, VIRGINIA BEACH, VA, 23462-1508

  • Contact Number: +1(407) 326-4165

  • Email: web@roomsoothe.com

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

We process cancellation requests based on applicable Australian laws and this policy, ensuring fair handling while continuously improving the overall customer experience.