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Order Cancellation Policy

 

This Order Cancellation Policy explains the conditions and procedures for canceling orders placed with Stonewayys (hereinafter referred to as “we”), and applies to all purchases made through our website.

1. Scope of Order Cancellation

Order cancellation is available only for orders that have not yet entered the shipping process.Once an order has been prepared for dispatch or shipped, it can no longer be canceled directly.

2. Cancellation Timeframe

After an order is successfully placed and payment is completed, you may submit a cancellation request within 48 hours, provided the order has not entered the shipping stage.Requests submitted after this timeframe or after the order status has changed may not be accepted.

3. How to Request Order Cancellation

To request an order cancellation, please contact us and provide:

  • Your order number;

  • The reason for cancellation;

  • The contact information used when placing the order.

Our customer service team will review the order status and inform you whether the cancellation can be processed.

4. Orders Already in the Shipping Process

If an order has already entered the shipping process, it cannot be canceled directly.In such cases, you may submit a request for further handling after the item has been delivered, in accordance with the applicable after-sales procedures.

5. Order Status and Decision

Whether an order can be canceled depends on its actual processing status at the time the request is received.We will assess each request accordingly and notify you of the outcome using your provided contact details.

6. Responsibility Statement

We handle order cancellation requests in accordance with this policy.We are not responsible for cancellation requests that cannot be completed due to late submission, order status changes, or incomplete information. This policy does not affect your basic rights.

7. Policy Updates

We may update this Order Cancellation Policy as needed to reflect operational changes.Any updates will be published on our website and will take effect upon posting.

8. Contact Us

If you have any questions regarding the order cancellation process, order status, or the content of this policy, please contact us using the following contact details:

Address: 8160 W 111TH ST UNIT 3A, PALOS HILLS, IL 60465, United States
Telephone: +1 (347) 395-8530
Email address: customer@stonewayys.com
Opening hours: Monday to Friday, from 9:00 AM to 18:00 PM (Australia/Sydney, AEST/AEDT)