Cancellation Policy

Aurae Wood aims to provide a fair and transparent cancellation framework to protect both our customers and our company’s operational flow. All customers are encouraged to read the following terms carefully before placing an order.

1. Order Cancellation Eligibility

   Customers may request to cancel an order only under the following conditions:

   1. Cancellation before processing
      • Orders may be cancelled within 24 hours of payment if the item has not entered processing, production or packing stages.
   2. Cancellation due to delays caused by the seller
      • If Aurae Wood is unable to deliver within the agreed timeframe and the delay exceeds 30 days, customers may request cancellation with a full refund.
   3. Cancellation due to unavailable stock
      • If an item becomes unavailable or discontinued before shipping, customers may choose to cancel or switch to another model.
2. Non-Cancellable Orders

   The following orders cannot be cancelled:

   1. Custom-made or special-order items
      • Custom size
      • Special materials
      • Special configuration
      • Pre-ordered production units
        These items are made specifically for the customer and cannot be cancelled once preparation has begun.
   2. Orders that have entered production or packaging
      • Once materials are allocated, cutting has begun, or the unit has entered assembly, the order is no longer eligible for cancellation.
   3. Orders that have been shipped or handed over to logistics
      • Once the order is in transit, it is considered fulfilled and cannot be cancelled. Customers may refer to the Refund or Return Policy for further steps.
   4. Orders with financing or installment plans already activated
      • Activation fees, administrative fees and bank charges from financial institutions are non-reversible.
3. Cancellation Procedure

   To request a cancellation, customers must follow the steps below:

   Step 1: Submit a Cancellation Request

   Provide the following details through WhatsApp or customer support email:

   • Order number
   • Reason for cancellation
   • Proof of supporting documents (if applicable)
   
   

   Step 2: Review Process

   Our team will review the request within 3 to 5 working days.
   If the order has entered a non-cancellable stage, the request will be declined with explanation.

   Step 3: Confirmation and Outcome

   If approved, a cancellation confirmation will be issued.
   Refunds (if applicable) follow the Refund Policy timelines.

4. Fees and Deductions

   Cancellation charges may apply under the following conditions:

   1. Cancellation initiated by customer after 24 hours
      • Administrative fees
      • Storage and handling fees (if item was prepared for shipping)
   2. Cancellation of custom-made items (if permitted under special circumstances)
      • Material costs
      • Workmanship or partial production costs
   3. Cancellation involving installment or financing plans
      • All bank or provider fees are non-refundable
      • Any activation charges will be deducted
5. Special Notes
   1. Cancellation requests will only be accepted in written form (WhatsApp or email).
   2. Aurae Wood reserves the right to decline cancellations that do not meet the policy requirements.
   3. Aurae Wood reserves the right to amend this Cancellation Policy and holds final interpretation rights.