Order Cancellation Policy
Order Cancellation Policy
1. Conditions for Order Cancellation
This Order Cancellation Policy applies to orders placed through oaknestle (hereinafter “we” or “us”) online store.
The cancellation rules vary depending on the order status:
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Within 38 hours of placing the order and before the order enters the shipping process, you may submit a cancellation request directly.
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After 38 hours or if the order has already entered the shipping process, direct cancellation is not possible. In this case, you may contact us after the product is delivered to initiate a return and refund according to our Return & Exchange Policy.
For more details on subsequent procedures, please refer to the Return & Exchange Policy page.
2. Order Cancellation Procedure
To cancel an order, please follow these steps:
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Contact our customer service team via email or phone, submit your cancellation request, and provide necessary information such as the order number and payment proof to verify the order status.
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Once we receive your request, our customer service team will review it. If the cancellation request meets the conditions, we will notify you of the outcome and arrange the refund process.
3. Refund Process
If the order cancellation is approved, the refund will be processed via the original payment method used at the time of purchase, including Visa and MasterCard.
Due to differences in banking processing speeds, refunds typically take 3–5 business days to appear.
If the refund has not been credited within this timeframe, we recommend contacting us for further verification.
For more details regarding refunds, please refer to the Refund Policy page.
4. Contact Information
If you have any questions regarding order cancellation, refund progress, or related procedures, please contact us:
Address: 21396 W HUBBELL ST, BUCKEYE, AZ, 85396-2517, US
Customer Service Phone: +1 (928) 216-2103
Customer Service Email: trusthelp@oaknestle.com
Online Service Hours: Monday–Friday, 9:30–12:00 and 14:00–18:30 (Australia Time)