Cancellation policy

PURCHASE OPTIONS & CANCELLATION POLICY

This policy outlines the terms applicable to purchases, order cancellations, and modifications of HYGIACTIVIA products (“Products”). By placing an order, you agree to the terms set out below.

1. GENERAL

1.1 All purchases are subject to acceptance and availability.

1.2 Once an order is placed, it constitutes a binding offer to purchase Products in accordance with our Terms and Conditions.

1.3 Some Products may be offered on a pre-order or “reserve” basis, meaning they are not available for immediate dispatch. Additional terms for such Products are set out below.

2. ORDER CANCELLATION (BEFORE DISPATCH)

2.1 You may request to cancel your order before it has been dispatched, subject to the provisions below.

2.2 Cancellation requests must be submitted via our Customer Care team as soon as possible.

2.3 For in-stock Products:
If your order has not yet been processed or shipped, we will cancel the order and issue a full refund.

2.4 For pre-order / reserved Products:

  • Cancellation requests are accepted prior to dispatch; however, due to the limited and made-to-order nature of such Products, we reserve the right to decline or limit cancellations where production or allocation has already been committed
  • Where cancellation is accepted, a full refund will be issued

2.5 We do not guarantee that cancellation requests can be processed before dispatch.

3. ORDERS AFTER DISPATCH

3.1 Once an order has been dispatched, it cannot be cancelled.

3.2 In such cases, you must follow our Returns and Refunds Policy.

4. ORDER MODIFICATIONS

4.1 Once an order has been placed, we cannot guarantee that changes can be made.

4.2 Requests to modify the following must be submitted immediately after placing the order:

  • Delivery address
  • Product selection
  • Quantities

4.3 We reserve the right to refuse modifications once order processing or allocation has begun, including for pre-order Products.

5. REFUSED OR UNDELIVERED ORDERS

5.1 If an order is refused or cannot be delivered due to customer-related reasons:

  • The order will be returned to us
  • Shipping and handling costs may be deducted from any refund

5.2 Re-shipping may be subject to additional charges.

6. FAULTY OR INCORRECT ORDERS

6.1 If you receive a Product that is defective, damaged, or incorrect, you must notify us in accordance with our Terms and Conditions.

6.2 In such cases, you may be entitled to:

  • Replacement
  • Repair
  • Refund

7. CONSUMER RIGHTS

7.1 Nothing in this policy affects your statutory rights under applicable consumer protection laws, including your right to withdraw from a distance purchase where applicable.

8. CONTACT

8.1 For cancellation or modification requests, please contact our Customer Care team via the contact form available on our Website.