Cancellation Policy

Effective Date: 5 July 2026

This Cancellation Policy explains how orders placed on Hoopono.my can be cancelled by buyers or sellers, and how cancellations are handled within our marketplace.

1. Order Cancellation Overview

Orders placed on Hoopono.my may only be cancelled under certain conditions. Cancellation depends on the order status, seller action, and payment stage.

Because Hoopono.my uses an escrow system for eligible transactions, cancellation rules are designed to protect both buyers and sellers fairly.

2. Buyer Cancellation (Before Shipping)

A buyer may request cancellation if:

• The order has not yet been shipped by the seller

• The seller has not marked the order as “shipped”

• The request is made within a reasonable time after purchase

If approved:

• The order will be cancelled

• The payment held in escrow will be refunded to the buyer

3. Buyer Cancellation (After Shipping)

Once an order has been shipped:

• Cancellation requests may no longer be accepted

• Buyers should wait for delivery and then refer to the Return & Refund Policy if needed

In some cases, cancellation may only be possible if the seller agrees and the shipment has not progressed significantly.

4. Seller Cancellation

Sellers may cancel an order if:

• The item is out of stock

• The item cannot be delivered due to unforeseen issues

• There is a pricing or listing error

• The buyer provides incorrect or incomplete information

If a seller cancels an order:

• The buyer will receive a full refund (if payment was already made)

• Repeated seller cancellations may affect seller ratings or account status

5. Escrow Payment & Cancellation

For eligible transactions:

• Payments are held securely by Hoopono.my in escrow

• If a cancellation is approved before delivery, the escrowed funds will be released back to the buyer

• If the order has already been fulfilled or shipped, escrow release may depend on dispute resolution

6. Non-Cancellable Orders

Certain orders may not be eligible for cancellation, including:

• Orders already delivered or completed

• Orders marked as shipped and in transit

• Custom-made or personalised products (if stated on listing)

• Digital products or downloadable goods (if applicable)

7. Refund Timeline for Cancellations

Once a cancellation is approved:

• Refunds will be processed to the original payment method

• Processing time may vary depending on banks or payment providers (typically 3–10 business days)

8. Fraud Prevention

Hoopono.my reserves the right to reject cancellation requests if there is evidence of:

• Abuse of cancellation system

• Fraudulent orders or chargeback attempts

• Repeated unjustified cancellations

Accounts engaging in misuse may be suspended or restricted.

9. Changes to This Policy

Hoopono.my may update this Cancellation Policy at any time. Any changes will be posted on this page with an updated Effective Date.

10. Contact Us

If you have any questions about order cancellation, please contact us:

Hoopono.my

56, Jalan Kepitom
Tom Yeong
70000 Seremban
Negeri Sembilan, Malaysia

Customer Care: +60 11-5555 3633
Email: info@hoopono.my