At LUNAMANJA SDN BHD 202501030355 (1631767-K), we understand that customers may occasionally need to change or cancel an order. As many of our products are second-hand or refurbished and may be reserved specifically for an individual order, cancellation requests are handled based on the order status.
1. 🕒 Cancellation Before Processing
If you need to cancel your order, please contact us as soon as possible after placing the order.
We may accept cancellation requests when the order has not yet been:
- Processed
- Packed
- Reserved for dispatch
- Handed over to the courier
Cancellation is subject to confirmation by our customer service team.
2. 📦 Orders Already Processed or Shipped
Once an order has been processed, packed, or dispatched, cancellation may no longer be possible.
If the parcel has already been shipped, customers may need to receive the product first and submit a return request if the order qualifies under our Return & Exchange Policy.
Due to the nature of second-hand and refurbished products, returns are generally only considered for items that are defective or materially different from the product description.
3. 💳 Refund for Approved Cancellations
If your cancellation is approved and payment has already been received:
- The applicable refund will normally be made through the original payment method.
- Refund processing may take approximately 7–14 business days.
- The actual time for the refund to appear in your account may depend on your bank or payment provider.
You will be notified once the refund has been initiated.
4. 🔁 Duplicate or Incorrect Orders
If you accidentally place a duplicate order or provide incorrect information, please contact us immediately.
We will make reasonable efforts to assist with cancellation or correction before the order enters the processing or dispatch stage.
Once the order has been shipped, changes may no longer be possible.
5. 🚫 Cancellation by Us
We reserve the right to cancel an order when reasonably necessary, including situations such as:
- Product is no longer available
- Incorrect pricing or product information
- Payment or transaction problems
- Suspected fraudulent or unauthorized activity
- Product condition differs from the listed information
- Technical or system errors
- Delivery restrictions
- Circumstances beyond our reasonable control
Where payment has already been received, any applicable refund will be arranged accordingly.
6. 📝 How to Request a Cancellation
To help us process your request quickly, please provide:
- Order number
- Customer name
- Contact number
- Reason for cancellation
Please contact us as early as possible, as we cannot guarantee cancellation once an order has entered the fulfilment or delivery process.