Order Cancellation Policy

1. Cancellation Conditions

• Customers may request the cancellation of an order within 24 hours of order confirmation, provided the order has not yet entered processing, preparation, or been handed over to the courier.
  

• If an order is already being prepared for dispatch, has been shipped, or more than 24 hours have passed since confirmation, cancellation will no longer be possible.
  

• In such cases, customers may proceed in accordance with our return and refund process after receiving the goods.
  

• Our store reserves the right to decline cancellation requests if an order has reached an advanced stage of preparation or has already been transferred to the delivery service.

2. Cancellation Procedure

To request an order cancellation, customers must submit a written request to our customer support team via email or contact us by phone.

The request must include the following information:

• Order number

• Proof of payment or transaction reference

Our team will acknowledge receipt of the request and advise as soon as possible on the processing status and whether the cancellation can be successfully completed.

3. Refund Method and Processing Time

Once a cancellation request has been approved, refunds are generally processed within 1–3 business days.

Refunds will be issued using the same payment method selected at checkout.
The time required for the refunded amount to appear in the customer’s account may vary depending on the processing timelines of the relevant bank or payment service provider.

4. Contact Information

For inquiries or assistance regarding order cancellations, please contact us using the details below:

Email: care@cozyupbase.com

Phone: +65 (871) 07415

Address: APT BLK 258 YISHUN STREET 22 #01-63, SINGAPORE 760258, SINGAPORE

Business Hours: Monday to Friday, 9:00 am – 3:00 pm (Australian time)

Delivery Area: Australia