Cancellation Policy

1. Scope of the policy

This policy explains when and how an order may be cancelled after it has been placed. It applies to orders delivered within Australia and is designed to keep the process clear, predictable and fair.

2. Eligibility for Order Cancellation

Order cancellation depends on the time elapsed since purchase and the current processing status of the order.

• Orders that have not yet been dispatched may be cancelled within 36 hours of purchase
• Orders placed more than 36 hours ago, or orders that have already been dispatched, cannot be cancelled
• If cancellation is no longer possible, customers are advised to wait for delivery and proceed with the return and refund process

3. How to Request a Cancellation

To request an order cancellation, please contact us as soon as possible using one of the methods below and provide the required information to help us locate your order quickly.

• E-mail: aftersales@housearo.com
• Phone: +65 (905) 65666
• Required details: order number and proof of payment, where applicable

4. Review and Confirmation Process

Once a cancellation request is received, our support team will review the order status immediately. If the request meets the cancellation conditions, you will be notified of the approval as soon as possible.

5. Refund Handling After Cancellation

Approved cancellations are refunded to the original payment method used at checkout.

• Refunds are initiated within 1–3 business days after cancellation approval
• The time required for the refund to appear in your account depends on your card issuer or payment provider

6. Important Notes

Submitting a cancellation request does not guarantee approval. Orders that have already entered the dispatch process cannot be stopped. In such cases, return options remain available after delivery in accordance with the return and refund process.

7. Contact Details

For any questions regarding order cancellations, please contact our support team:

• E-mail: aftersales@housearo.com
• Phone: +65 (905) 65666
• Address: 55 SHANGRILA WALK, SINGAPORE 568220, SINGAPORE
• Service hours: Monday to Friday, 9:00 – 18:00 (Australian Eastern Time)