Order Cancellation Policy

1. Order Cancellation Conditions

• Customers may request to cancel an order within 24 hours of payment confirmation, provided the order has not yet been dispatched.
• Once an order has been dispatched or the 24-hour period has passed, the order proceeds to the next stage of processing and cannot be cancelled. Customers may request a return after receiving the product in accordance with the website’s return procedure.

Orders that include customised items or products made to a customer’s specific requirements enter production immediately after confirmation and cannot be modified or cancelled from that point.

These conditions are applied in accordance with the Australian Consumer Law under Schedule 2 of the Competition and Consumer Act 2010 (Cth), which allows businesses to set reasonable limitations for customised goods.

2. Cancellation Request Procedure

To request an order cancellation, customers must follow the steps below:

Submit a written request via email within the permitted timeframe, clearly stating the order number.

We will review the order status to determine whether cancellation is still possible.

A confirmation of cancellation will be provided once the request is approved.

If the order has already been dispatched, return instructions will be provided in accordance with the website’s return policy.

3. Refund Processing

Once a cancellation request is confirmed, the refund will be processed accordingly.

Orders cancelled prior to dispatch will be refunded within 1–3 business days.

Refunds will be issued using the original payment method, unless otherwise agreed.

The time required for funds to be received may vary depending on the payment service provider.

Refund handling is conducted in accordance with the Australian Consumer Law (Competition and Consumer Act 2010 (Cth)), which requires refunds to be processed within a reasonable timeframe.

4. Contact Information

Email: priorityservice@casaupyard.com
Phone: +81 (708) 921 51 60
Address: 306, 1-54-7 OTSUGAOKA, KASHIWA-SHI, CHIBA 277-0921, JAPAN
Business Hours: Monday to Friday, 8:15 AM – 4:15 PM
Service Area: Australia