Order Cancellation & Change Policy

Last Updated: July 20, 2026

At Kooketo, we understand that you may need to cancel or modify an order after it has been placed. This policy explains when cancellation or order changes are possible, how to request them, and what happens if your order has already entered processing or shipment.

Summary

Orders may be canceled or changed before they enter processing.
Requests are handled during business hours only.
Once an order has entered processing or has been shipped, cancellation or modification may no longer be possible.
If cancellation is approved, a full refund will be issued to the original payment method.
Refunds for approved cancellations are processed within 7 business days.
Requests should be submitted as soon as possible after placing the order.

Cancellation Eligibility

Orders may be canceled if:

The cancellation request is received before the order enters processing.
Payment verification has been completed.
The order has not been packed or shipped.

Cancellation requests are reviewed individually and approval depends on the current status of the order.

Order Changes

Customers may request changes to an order before processing begins.

Possible changes include:

Shipping address
Recipient name
Contact information
Product quantity
Product variation (when available)

Requested changes are subject to inventory availability and order status.

Orders That Cannot Be Changed or Canceled

Once an order has entered processing or has been shipped, we may no longer be able to:

Cancel the order.
Change the shipping address.
Change the products ordered.
Modify quantities.
Change the shipping method.

If your order has already been shipped, you may be eligible for a return after delivery in accordance with our Return & Refund Policy.

How to Request a Cancellation or Change

To request an order cancellation or modification, please contact us as soon as possible.

Include:

Order number
Customer name
Email address used for the order
Description of the requested cancellation or change

Requests are processed in the order they are received.

Submitting a request does not guarantee that the order can be canceled or modified.

Approved Cancellations

If your cancellation request is approved:

Your order will not be shipped.
Any payment received will be refunded to the original payment method.
Confirmation will be sent by email.

Refunds for Canceled Orders

Approved order cancellations are refunded within 7 business days after cancellation confirmation.

Depending on your payment provider, additional processing time may be required before the refund appears in your account.

Orders Already Shipped

If your order has already been shipped:

Cancellation is no longer available.
Delivery cannot be stopped once accepted by the shipping carrier.
You may request a return after delivery if the item qualifies under our Return & Refund Policy.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping information.

If incorrect information is provided:

Contact us immediately.
We will make reasonable efforts to update the information before shipment.
Once the order has shipped, address changes cannot be guaranteed.

Orders returned because of an incorrect address may require a new shipping arrangement before reshipment.

Pricing Errors

If an order is affected by an obvious pricing, inventory, or technical error, we reserve the right to cancel the order.

If payment has already been received, a full refund will be issued.

Fraud Prevention

To protect our customers and business, we reserve the right to cancel or refuse orders involving:

Suspected fraudulent activity
Unauthorized payment methods
Duplicate transactions
Incorrect pricing caused by technical errors
Violations of our Terms of Service

Customers will be notified if an order is canceled for these reasons.

Customer Responsibilities

Customers are responsible for:

Reviewing their order before completing checkout.
Providing accurate billing and shipping information.
Contacting us promptly if changes are needed.
Monitoring order confirmation emails.

Privacy

Information provided during cancellation or order modification requests is used solely for customer service, order management, fraud prevention, and legal compliance.

Your personal information is handled in accordance with our Privacy Policy.