Cancellation Policy

Cancellation Policy

Overview

At INDAH PINUS SDN BHD, we value customer satisfaction and aim to provide a smooth, transparent, and reliable shopping experience.

We understand that circumstances may change after an order has been placed. This Cancellation Policy explains when an order may be cancelled and how cancellation requests will be handled.

Order Cancellations

You may request to cancel your order within 24 hours of placing it, provided that the order has not yet been processed, packed, prepared for dispatch, specially sourced, customised, or shipped.

Once an order has been packed, prepared for dispatch, or handed over to the courier or delivery provider, it can no longer be cancelled.

For orders that have already been shipped or delivered, please refer to our Return, Refund & Exchange Policy.

How to Request a Cancellation

To request an order cancellation, please contact us as soon as possible:

Email: indahpinus@outlook.com
Subject Line: Cancellation Request – [Your Order Number]

Please include the following information:

  • Your full name
  • Your order number
  • Your contact information
  • Reason for cancellation

Our team will review the current status of your order and notify you whether the cancellation request can be approved.

Submitting a cancellation request does not automatically confirm that your order has been cancelled. Cancellation is only confirmed once you receive acknowledgement or confirmation from us.

Refunds for Approved Cancellations

If your cancellation request is approved and payment has already been made, the applicable refund will generally be issued through the original payment method used for the purchase.

Please allow approximately 5–7 business days for the refund to be processed after approval.

Actual refund processing times may vary depending on your bank, card issuer, e-wallet provider, payment gateway, or other payment service provider.

Any processing period imposed by a third-party payment provider is beyond our direct control.

Exceptions

We may reject a cancellation request where reasonably applicable, including if:

  • The order has already been processed, packed, prepared for dispatch, shipped, or is in transit.
  • The cancellation request is submitted after the permitted 24-hour cancellation period.
  • The Goods have been customised, personalised, modified, or prepared according to the customer’s specific requirements.
  • The Goods have been specially sourced or ordered specifically for the customer.
  • The order forms part of a special, wholesale, commercial, or bulk purchase arrangement.
  • The Goods have already been reserved, allocated, assembled, or prepared specifically for the customer.
  • Cancelling the order is no longer reasonably possible due to the status of fulfilment.

Any rights you may have under applicable Malaysian consumer laws will continue to apply.

Bulk and Special Orders

Orders involving large quantities, wholesale purchases, customised requirements, special sourcing, or products ordered specifically at a customer’s request may be subject to separate cancellation conditions.

Where specific cancellation terms have been communicated and agreed upon before payment or confirmation of the order, those terms will apply together with this Cancellation Policy.

Incorrect Cancellation Information

Customers are responsible for providing the correct order number, contact details, and other relevant information when submitting a cancellation request.

Delays resulting from incomplete or incorrect information may affect our ability to cancel an order before it is processed or dispatched.

Before Placing an Order

Customers are encouraged to carefully review all relevant information before completing payment, including:

  • Product type and description
  • Colour
  • Size or dimensions
  • Material
  • Capacity
  • Quantity
  • Price
  • Delivery address
  • Recipient details
  • Delivery requirements

Please contact us before placing an order if you require clarification regarding a product.

Contact Information

If you have any questions regarding an order cancellation, please contact us:

Company: INDAH PINUS SDN BHD
Registration No.: 202601017163 (1679260-A)
Email: indahpinus@outlook.com
Address: Lot 231, Jalan Besar, Pekan Dengkil, 43800 Selangor, Malaysia.