Cancellation Policy

We understand that plans can change. Aqeen allows customers to cancel eligible orders before dispatch, subject to the conditions below.

1. Customer Cancellation

Customers may request cancellation before their order is dispatched.

To request a cancellation, contact Aqeen as soon as possible through:

Email: support@aqeen.com
WhatsApp: Available through Aqeen’s website

Please provide your order number and the reason for cancellation.

2. Orders Already Dispatched

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

If you no longer want an order after dispatch, the applicable delivery or return process may apply instead.

For COD orders, refusing a dispatched order may result in applicable delivery or return charges.

3. Prepaid Orders

If an eligible prepaid order is successfully cancelled before dispatch, Aqeen will refund:

The full product price + applicable delivery charge.

Refunds are generally processed within 7 days after cancellation is approved.

4. Aqeen-Initiated Cancellation

Aqeen may cancel an order when necessary, including situations such as:

  • Product becoming unavailable
  • Incorrect product or pricing information
  • Payment or transaction problems
  • Inability to deliver to the requested location
  • Suspected fraudulent or abusive activity
  • Inaccurate or incomplete order information
  • Other circumstances that prevent Aqeen from fulfilling the order

If Aqeen cancels a prepaid order, the eligible amount will be refunded.

5. Failed Delivery

If a customer cannot receive an order, Aqeen or its delivery partner may attempt to contact the customer and arrange another delivery attempt where possible.

If the customer remains unavailable or unreachable, the order may eventually be cancelled.

Applicable delivery or return costs may be deducted where the failed delivery resulted from the customer’s inability or refusal to receive the order.

6. Order Modification

Once an order has been placed, changing products, quantities, delivery addresses, or other order details may not always be possible.

If you need to change an order, contact Aqeen immediately. If the order has not yet been processed or dispatched, we will try to accommodate the request where possible.

7. Important Notes

  • Cancellation is only guaranteed when the request is received and confirmed before dispatch.
  • Sending a cancellation request does not automatically mean the order has been cancelled.
  • Customers should wait for confirmation from Aqeen.
  • Product-specific terms may apply to certain products or promotions.

For assistance, contact Aqeen between 10:00 AM and 8:00 PM.