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Order Cancellation Policy

1. Purpose and Scope

This Order Cancellation Policy is intended to provide clear and transparent information regarding the conditions and procedures applicable to order cancellations made through our website.

We handle every request with care and professionalism, ensuring that all cancellation requests are processed in accordance with applicable practices within the United States.

2. Eligibility for Order Cancellation

Customers may request to cancel an order within 36 hours of order confirmation, provided that the order has not yet entered the processing or shipping stage.

If the cancellation request is approved within this timeframe and before shipment, the full order amount will be refunded using the same payment method selected at checkout.

Order cancellation is no longer possible under the following circumstances:

  • The order has already entered the processing stage, or more than 36 hours have passed since order confirmation.

In such cases, customers may wait for the order to be delivered and then initiate a return request in accordance with the applicable return procedure.

3. Order Processing Time

After payment is completed, orders are typically processed within 2–4 business days.

4. How to Request an Order Cancellation

To request an order cancellation, customers may use one of the following methods:

  • Email Request
    Please include the order number and a brief reason for the cancellation request.
  • Phone Request (Optional)
    Customers may also notify us by phone; however, official confirmation of the cancellation will always be provided via email.
  • Our customer support team will verify the order status and respond with the outcome of the request as soon as possible.

If cancellation is no longer permitted because the order is already being processed or has been shipped, customers may proceed with the return process.
In this case, a return shipping label is included inside the package, allowing customers to complete the return without submitting an additional request.

5. Refunds After Approved Cancellation

If an order cancellation is approved:

  • Refunds are typically processed within 2–4 business days using the original payment method.

  • No additional fees will be charged for cancellations made in accordance with this policy.

  • Actual posting times may vary depending on the customer’s bank or payment service provider.

All refunds are handled securely and transparently.

6. Contact Information

For questions or assistance regarding order cancellations, please contact us using the information below:

Email: concierge@cottaupio.com
Phone: +65 (927) 99151
Address: APT BLK 689B CHOA CHU KANG DRIVE #04-310, SINGAPORE 682689, SINGAPORE
Customer Service Hours: Monday to Friday, 10:30 AM – 5:30 PM
Delivery Area: United States

We are committed to handling every request accurately, responsibly, and in a manner that protects customer rights throughout the online shopping process.