Version: REV000
Effective Date: 1-Aug-2026
At Sonemuwoo, we understand that circumstances may change after an order is submitted. This Order Cancellation Policy explains when an order may be cancelled and how applicable refunds or charges are handled.
This policy forms an integral part of the Sonemuwoo’s General Terms and Conditions.
By submitting an order through Sonemuwoo, the customer acknowledges and agrees to this Order Cancellation Policy.
1. Order Submission Does Not Automatically Mean Final Acceptance
Submitting an order through the Website constitutes a purchase request based on the product information and pricing displayed at the time of ordering.
An order is not considered finally confirmed until Sonemuwoo has reviewed and confirmed the applicable product availability, quantity, shipping arrangements, payment method, additional charges, and final order amount.
Sonemuwoo may contact the customer for additional information or clarification before confirming the order.
2. Cancellation Before Order Confirmation
Customers may request cancellation before Sonemuwoo has confirmed the order.
Where the order has not yet been finally accepted and no payment or non-refundable cost has been incurred, cancellation will normally be accepted without a cancellation charge.
If payment has already been made, any refund will be processed in accordance with the applicable payment method and the actual costs already incurred.
3. Cancellation After Order Confirmation but Before Fulfillment
Once an order has been confirmed, cancellation may still be requested; however, acceptance of the cancellation is subject to the status of the order.
Sonemuwoo will review whether any costs or commitments have already been incurred, including:
- Supplier purchase commitments
- Production or preparation costs
- Product customization costs
- Packaging costs
- Shipping or freight arrangements
- Payment processing fees
- Banking charges
- Other non-recoverable costs
Any refund will be calculated after deducting applicable costs that have already been incurred or cannot reasonably be recovered.
4. Cancellation After Production, Customization, or Procurement Has Started
Once production, customization, special procurement, or other fulfillment activities have commenced, cancellation may not be accepted.
This applies particularly to products that are:
- Customized according to customer requirements
- Manufactured or modified specifically for the customer
- Specially sourced or procured
- Purchased specifically against the customer’s order
- No longer reasonably resalable to another customer
If cancellation is exceptionally approved after such activities have commenced, the customer may be responsible for costs already incurred.
5. Cancellation After Shipment Has Started
Once a product has been handed over to a carrier, freight forwarder, or other logistics provider, the order generally cannot be cancelled as a normal order cancellation.
Any subsequent request will instead be handled, where applicable, under the Return, Refund & Warranty Policy.
The customer may be responsible for costs associated with:
- Freight
- Return transportation
- Customs clearance
- Duties and taxes
- Storage
- Handling
- Insurance
- Return-to-origin transportation
- Other logistics-related expenses
6. Cancellation of Orders Paid by Credit/Debit Card or PayPal
Where an approved cancellation results in a refund, the refund will normally be made through the original payment method.
Payment processing charges or other transaction fees already incurred by Sonemuwoo may not be recoverable and may therefore be deducted from the refundable amount where applicable.
The actual amount refunded will be communicated to the customer before the refund is processed.
7. Cancellation of Bank Transfer Orders
For orders paid by bank transfer, applicable bank charges, intermediary bank charges, and other non-refundable transaction costs may be deducted from the refund where applicable.
Customers may also be responsible for any costs incurred by Sonemuwoo in receiving or returning the funds.
8. Cancellation Due to Product Availability or Supplier Issues
If Sonemuwoo is unable to fulfill a confirmed order due to circumstances such as:
- Product discontinuation
- Supplier inability to supply
- Unexpected inventory shortages
- Regulatory restrictions
- Export restrictions
- Unavailability of required shipping services
- Other circumstances beyond Sonemuwoo’s reasonable control
Sonemuwoo may cancel the order or propose an alternative solution.
Where Sonemuwoo cancels an order and no corresponding product, service, or recoverable cost has been incurred on behalf of the customer, the applicable product payment will normally be refunded.
9. Cancellation Due to Customer Failure to Provide Required Information or Payment
Sonemuwoo may cancel or suspend an order if the customer fails to provide information reasonably required to fulfill the order, including:
- Accurate shipping information
- Customs or import information
- Required product specifications
- Required documents
- Payment confirmation
Sonemuwoo may also cancel an order if the customer does not complete payment within the agreed payment period.
Any applicable costs already incurred may be deducted from amounts refundable to the customer.
10. Cancellation Due to Regulatory or Compliance Requirements
Sonemuwoo reserves the right to cancel or decline an order if fulfilling the order would violate or create a reasonable risk of violating applicable laws, regulations, sanctions, export controls, customs requirements, payment restrictions, or other compliance requirements.
Where cancellation is required for compliance reasons, any refund will be handled according to the applicable circumstances and legal requirements.
11. How to Request Cancellation
Cancellation requests should be submitted as soon as possible by contacting Sonemuwoo.
Please include:
- Order number
- Customer name
- Product name
- Reason for cancellation
- Any other relevant information
Cancellation requests should be sent to:
Email: cancelorder@sonemuwoo.com
Submitting a cancellation request does not itself guarantee that the order can be cancelled. Sonemuwoo will confirm whether cancellation is possible after reviewing the current status of the order.
12. Refund Processing
If a cancellation is approved and a refund is applicable, Sonemuwoo will process the refund after determining the final refundable amount.
The time required for the funds to appear in the customer’s account depends on the original payment method, payment provider, banks, and other financial institutions involved.
Sonemuwoo cannot guarantee a specific processing time after a refund has been submitted to the relevant payment provider.
13. No Cancellation by Refusing Delivery
Customers should not refuse delivery or instruct a carrier to return a shipment as a substitute for formally requesting cancellation.
If a customer refuses delivery after shipment has commenced, the customer may remain responsible for applicable return freight, storage, customs, handling, and other related costs.
Such circumstances may be handled under the applicable return and refund provisions.
14. Changes to This Policy
Sonemuwoo reserves the right to update this Order Cancellation Policy from time to time.
The version applicable to an order will generally be the version in effect and accepted by the customer when the order was submitted, unless otherwise required by applicable law or agreed in writing.
15. Contact Us
For cancellation requests or questions regarding this policy, please contact:
Sonemuwoo
Website: www.sonemuwoo.com
Email: sales@sonmuwoo.com