Order Cancellation Policy

1. Cancellation Conditions

• Customers may request to cancel an order within 24 hours of purchase confirmation, provided that the order has not yet been shipped or fully prepared for dispatch.
• After 24 hours, or once the order has been handed over to a logistics provider, cancellation is no longer available.In such cases, customers should wait until the order is delivered and then submit a return request through the website in accordance with the return procedure.

2. Cancellation Procedure

To request an order cancellation, customers must contact customer support and provide the following details:

• Order number
• Email address used for the purchase
  
• Payment method used or valid proof of payment

Once the request is received, we will review the order status and inform the customer whether cancellation is possible.

If cancellation is approved, confirmation will be provided via email.

3. Refunds

Once a cancellation request is approved, refunds are generally processed within 2–4 business days after confirmation.

Refunds will be issued using the same payment method originally used for the purchase.
The actual time required for the refund to be received may vary depending on the payment service provider or financial institution.

Customers will receive an email notification once the refund has been completed.

4. Additional Provisions

For any inquiries regarding order status or ongoing cancellation requests, customers may contact customer support.

All requests are handled promptly during business hours, ensuring clear communication and compliance with Australian Consumer Law under the Competition and Consumer Act 2010 (Cth), including Schedule 2 (Australian Consumer Law).

5. Contact and Customer Support

For assistance related to orders, cancellations, or refunds, customer support is available during business hours:

Email: escalation@dengetbay.com
Phone: +81 (709) 381 71 75
Address: 21-12 FURENAI-CHO, BIRATORI-CHO, SARU-GUN, HOKKAIDO 055-0411, JAPAN
Business Hours: Monday to Friday, 9:50 AM – 3:50 PM
Service Area: Australia