At DK 1996 SDN. BHD. 202501042678 (1644086-A), we understand that customers may occasionally need to change or cancel an order. We will make reasonable efforts to accommodate cancellation requests, provided the order has not already been dispatched.
1. 🕒 Requesting a Cancellation
If you need to cancel your order, please contact us as soon as possible after placing the order.
Cancellation requests may be accepted if the order has not yet been:
- Processed
- Packed
- Handed over to the courier
Please include your order number and contact details when contacting us.
2. 📦 Orders Already Processed
Once an order has entered the processing, packing, or dispatch stage, cancellation may no longer be possible.
If your order has already been shipped, you may need to receive the parcel first and submit a return request in accordance with our Return, Refund & Exchange Policy.
3. 💳 Refund for Approved Cancellations
If your cancellation is approved and payment has already been made:
- The applicable refund will normally be returned through the original payment method.
- Refunds will generally be processed within 7–14 business days.
- The time taken for the refund to appear in your account may depend on your bank or payment provider.
You will be notified once the refund has been initiated.
4. 🔁 Duplicate or Incorrect Orders
If you accidentally place a duplicate order or enter incorrect information, please contact us immediately.
We will make reasonable efforts to assist with the cancellation or correction before the order is processed.
Once the order has been dispatched, changes may no longer be possible.
5. 🚫 Cancellation by Us
We reserve the right to cancel an order when reasonably necessary, including situations involving:
- Product unavailability
- Incorrect pricing or product information
- Payment or transaction problems
- Suspected fraudulent activity
- Technical or system errors
- Delivery restrictions
- Circumstances beyond our reasonable control
Where payment has already been received, any applicable refund will be arranged accordingly.
6. 📝 How to Submit a Cancellation Request
To help us process your request efficiently, please provide:
- Order number
- Customer name
- Contact number
- Reason for cancellation
Cancellation requests should be submitted as early as possible. We cannot guarantee that a cancellation can be made once an order has entered the fulfilment process.