At ELITE DAILY SDN. BHD., we understand that customers may occasionally need to cancel an order due to a change of mind, an incorrect product selection, an incorrect delivery address, or other unforeseen circumstances. We will make reasonable efforts to assist with eligible cancellation requests. However, all cancellation requests are subject to the terms and conditions stated below.

1. Cancellation Request Period

Customers may request to cancel an order within 12 hours from the time the order is successfully placed.

To submit a cancellation request, customers must contact our customer service team as soon as possible and provide the following information:

  • Customer’s full name
  • Order number
  • Contact number or email address
  • Product or products to be cancelled
  • Reason for the cancellation

Submitting a cancellation request does not mean that the cancellation has been automatically approved. The cancellation will only be confirmed after our customer service team has reviewed the order status and provided written confirmation.

2. Cancellation Before Order Processing

An order may be eligible for cancellation if it has not yet been:

  • Confirmed for fulfilment
  • Processed by our warehouse
  • Packed or prepared for dispatch
  • Handed over to the courier company
  • Shipped or marked as completed

If the order is still eligible for cancellation, we will proceed with the request and arrange the applicable refund.

We encourage customers to review all product details, quantities, colours, sizes, delivery information, and payment information carefully before confirming an order.

3. Orders That Cannot Be Cancelled

An order cannot be cancelled once it has been processed, packed, dispatched, or handed over to the delivery service provider.

Cancellation may also be refused for:

  • Orders submitted more than 12 hours earlier
  • Orders that have already entered the fulfilment process
  • Orders that have already been shipped
  • Clearance, promotional, or final-sale products
  • Products specially ordered or reserved for the customer
  • Personalised, customised, or made-to-order products
  • Bulk or commercial orders already confirmed with suppliers
  • Cleaning solutions or hygiene-sensitive products that have been prepared for dispatch
  • Orders involving products with limited availability or special procurement arrangements

If an order can no longer be cancelled, the customer may refer to our Return, Refund and Exchange Policy after receiving the products, subject to the applicable eligibility conditions.

4. Change of Mind

Cancellation due to a change of mind is only permitted within the stated 12-hour cancellation period and before the order enters processing.

A change of mind may include:

  • Selecting the wrong product
  • Ordering an incorrect quantity
  • Finding the product unsuitable after placing the order
  • Changing the preferred colour, model, or variation
  • No longer requiring the product
  • Accidentally placing a duplicate order

Once the order has been processed or shipped, change-of-mind cancellation requests will no longer be accepted.

5. Incorrect Order Information

Customers are responsible for ensuring that all information submitted during checkout is complete and accurate. This includes the recipient’s name, contact number, email address, product selection, quantity, and delivery address.

If incorrect information has been provided, the customer must contact us within 12 hours after placing the order. We will try to update the information where reasonably possible.

However, changes cannot be guaranteed once the order has entered processing or has been transferred to the courier company. Additional delivery charges may apply if the incorrect information results in redelivery, address correction, or the return of the parcel to us.

6. Cancellation After Shipment

Orders that have already been shipped cannot be cancelled.

Customers should not reject or refuse a parcel without first contacting our customer service team. Refusing delivery does not automatically qualify the customer for a full refund.

If a parcel is refused, unclaimed, or returned to us without prior approval, the customer may be responsible for:

  • Original delivery charges
  • Return delivery charges
  • Courier handling charges
  • Administrative or restocking fees
  • Any damage, leakage, contamination, or loss occurring during return delivery

Any eligible refund will only be assessed after the returned parcel has been received and inspected.

7. Cancellation of Cleaning Solutions and Hygiene-Sensitive Products

Certain cleaning solutions, liquid products, consumable household products, and hygiene-sensitive items may be subject to stricter cancellation conditions.

Once these products have been packed, sealed for delivery, or prepared for dispatch, the order may no longer be cancelled. This requirement helps protect product safety, hygiene, quality, and handling standards.

Products that have been opened, used, tested, unsealed, diluted, transferred to another container, or improperly stored cannot be cancelled, returned, or exchanged due to a change of mind.

8. Refunds for Approved Cancellations

If a cancellation request is approved, the refund will generally be issued through the customer’s original payment method.

Refund processing may take approximately 7–14 business days after the cancellation has been confirmed. The exact processing period may vary depending on the customer’s bank, card issuer, payment gateway, e-wallet provider, or financial institution.

We are not responsible for delays caused by payment providers or banking institutions after the refund has been successfully submitted from our side.

Any non-refundable transaction charges, administrative fees, payment gateway fees, currency conversion charges, or other third-party charges may be deducted from the refund where legally permitted and clearly applicable.

Shipping charges, special handling charges, and other completed service fees may not be refundable.

9. Promotional and Discounted Orders

If an order was placed using a promotional code, voucher, store credit, bundle discount, free gift, or special campaign offer, the promotional benefit may be cancelled together with the order.

Promotional codes and vouchers may not be reissued after a cancellation unless otherwise approved by ELITE DAILY SDN. BHD.

For partial cancellations, the remaining order value may be recalculated. If the remaining order no longer meets the requirements of the original promotion, the discount, free gift, free delivery, or other promotional benefit may be withdrawn.

Any refund will be calculated based on the final adjusted order value.

10. Partial Order Cancellation

Customers may request to cancel selected products from an order within the 12-hour cancellation period, provided those products have not yet been processed or packed.

Partial cancellation is subject to our approval and operational availability. If the remaining order no longer qualifies for free delivery, a bundle price, minimum spending discount, or promotional offer, the order total may be recalculated accordingly.

If a partial cancellation is not operationally possible, the customer may be required to cancel the entire order and place a new order.

11. Duplicate Orders

If a customer accidentally places a duplicate order, they must contact us immediately and identify which order should be cancelled.

We will attempt to cancel the duplicate order if it has not yet been processed. However, we cannot guarantee cancellation if both orders have already entered fulfilment or have been shipped.

Customers are advised to check their email confirmation and account order history before placing another order.

12. Payment Failure or Verification Issues

ELITE DAILY SDN. BHD. reserves the right to place an order on hold or cancel it if:

  • Payment is incomplete or unsuccessful
  • Payment cannot be verified
  • The billing information does not match the payment details
  • The transaction is flagged by the payment provider
  • Suspected unauthorised or fraudulent activity is detected
  • Additional verification requested from the customer is not provided
  • The payment is reversed, disputed, or charged back

If payment was successfully received before the order was cancelled, any eligible refund will be processed according to the applicable payment and refund conditions.

13. Cancellation by ELITE DAILY SDN. BHD.

We reserve the right to cancel an order before delivery where reasonably necessary. This may occur due to:

  • Product unavailability
  • Inventory or stock discrepancies
  • Incorrect product information
  • Obvious pricing or technical errors
  • Payment verification issues
  • Suspected fraudulent or unauthorised transactions
  • Delivery restrictions
  • An incomplete or invalid delivery address
  • Circumstances affecting product safety or quality
  • Supplier or fulfilment issues
  • Events beyond our reasonable control

If we cancel an order after receiving payment, we will notify the customer and arrange an applicable refund through the original payment method. We will not be responsible for indirect losses resulting from such cancellation.

14. Out-of-Stock Products

Although we make reasonable efforts to maintain accurate stock information, a product may become unavailable after an order is placed.

Where this occurs, we may offer the customer:

  • A replacement product of similar value
  • Store credit, where agreed by the customer
  • Cancellation of the unavailable product
  • Cancellation of the entire order
  • A refund for the affected product

We will not replace a product without the customer’s agreement where the replacement is materially different from the original order.

15. Right to Refuse a Cancellation Request

We reserve the right to reject a cancellation request if:

  • The request was submitted after the permitted period
  • The order has already been processed, packed, or shipped
  • The request involves a non-cancellable product
  • The information provided is incomplete or cannot be verified
  • The customer has repeatedly misused the cancellation process
  • The request appears fraudulent or abusive
  • Accepting the request would conflict with applicable operational, safety, or legal requirements

Any decision will be based on the order status and the circumstances of the request.

16. How to Request a Cancellation

To request an order cancellation, please contact our customer service team through the contact details displayed on our website.

Please use the subject line “Order Cancellation Request” and include the order number and relevant details.

Customers should not assume that an order has been cancelled until they have received confirmation from ELITE DAILY SDN. BHD. If no confirmation has been received, the order may continue to be processed and delivered.

17. Policy Changes

ELITE DAILY SDN. BHD. reserves the right to amend or update this Cancellation Policy when necessary to reflect changes in our products, business operations, delivery arrangements, payment methods, or applicable requirements.

The version published on our website at the time the order is placed will generally apply to that order.

18. Contact Us

If you have any questions regarding an order cancellation, please contact ELITE DAILY SDN. BHD. as soon as possible.

Our team will review your request based on the order status, product type, and conditions stated in this policy. We will make reasonable efforts to assist, but cancellation cannot be guaranteed once fulfilment has begun.