Order Cancellation Policy

1. Order Cancellation Conditions

• Customers may request order cancellation within a maximum of 24 hours after completing the purchase, provided the order has not yet been dispatched.
• If the order has already been dispatched or the 24-hour period has expired, cancellation is no longer available. In this case, the customer may request a return in accordance with the store’s return procedure.
• Orders containing items made to specific customer requirements cannot be cancelled once confirmed, in line with Australian Consumer Law provisions regarding customised goods.

2. Cancellation Request Procedure

To request order cancellation, customers must follow the procedure below:

Customers must send a written request via email to customer support within the permitted timeframe, including the order number and cancellation request.

Customer support will verify the order status and confirm whether cancellation is still possible.

Customers will then receive official confirmation of cancellation or, if the order has already been dispatched, instructions for initiating a return.

3. Refund Processing

For approved cancellations before dispatch, refunds will be processed within 2–6 business days.

Refunds will be issued using the same payment method as the original transaction unless otherwise agreed. Processing times may vary depending on the payment provider.

4. Contact Details

For any enquiries regarding cancellations, refunds, or customer support, please contact:

Email: care@sofamyhub.com
Phone: +81 (709) 467 92 35
Address: 210, 2-14-18 SHIMURA, ITABASHI-KU, TOKYO 174-0056, JAPAN
Business Hours: Monday to Friday, 08:10 to 16:10 (AEST)
Service Area: Australia