Order Cancellation Policy

Thank you for shopping on this website.
To support accurate and timely order handling, the following information explains how cancellation requests may be assessed for orders placed for delivery within Australia. Please review this section before confirming a purchase.

1. When a Cancellation May Be Requested

A cancellation request may be considered under the following general conditions:

• Requests are usually submitted within a reasonable period after payment, commonly not exceeding 72 hours

• Orders that have not yet entered processing or dispatch stages may be eligible

• Supporting details may be required at the time of request, including:

  • Order reference number

  • Proof of payment such as a receipt or transaction record

  • A brief explanation for the cancellation request

Where a request proceeds, follow-up information is normally shared by email.
Whether a cancellation can be applied is assessed based on the actual order status.

2. Situations Where Cancellation Is Unavailable

Cancellation is generally not available in the following circumstances:

• The order has already been dispatched or transferred to a logistics carrier

• Delivery issues arising from incorrect or incomplete address details provided at checkout

If dispatch has already occurred, after-sales options may still be available once the item is received, subject to the Returns Refunds and Exchanges Policy.

3. How to Submit a Cancellation Request

Cancellation requests may be submitted through after-sales support using the following contact details:

• Phone: +1 (917) 378-3464

• Email: ask@sofimoa.com

Including the order reference, payment confirmation and a short explanation can assist with efficient review.

4. Review and Refund Handling

Once a cancellation request is received:

• A response is typically provided within a reasonable working timeframe, commonly 1 to 3 business days

• Refunds generally apply only to orders that have not been dispatched or that are successfully intercepted or returned

• Where applicable, refunds are issued to the original payment method used at checkout

Settlement timeframes may vary depending on banking or payment service processes.
If a refund is not visible after a reasonable period, after-sales support may assist with status confirmation.

5. Personal Information Handling

Any personal information collected during the cancellation process is handled in accordance with:

• Privacy Act 1988

• Australian Privacy Principles APPs

Information is used solely for order management and related support activities.
Requests to access, correct or remove personal details may be submitted through customer support channels.

6. Support and Contact Details

For enquiries relating to order cancellations or related procedures, support can be reached via:

• Address: 633 Baldwin Ave, North Baldwin, NY 11510

• Phone: +1 (917) 378-3464

• Email: ask@sofimoa.com

• Business hours: Monday to Friday 09:00–12:30 / 14:00–18:00 CET

Cancellation requests are reviewed within the scope of applicable Australian legal principles and this policy framework, with a focus on clarity and orderly processing.