Cancellation policy
Purchase Options & Cancellation Policy
1. Order Cancellation (Before Dispatch)
We aim to process and dispatch orders quickly. If you wish to cancel your order, please contact us as soon as possible via WhatsApp or Email or Chatbox.
Standard Cancellation: You may request a cancellation for a full refund at any time before the order has been processed for dispatch (typically within 24 hours of placing the order).
Post-Processing: Once an order has been "Dispatched" and a tracking number has been issued, we are unable to cancel the shipment. In this case, please refer to our Returns Policy below.
2. Right to Cancel (UK Customers Only)
Under the UK Consumer Contracts Regulations, customers in the United Kingdom have the right to cancel their purchase within 14 days of receiving the goods.
Cooling-off Period: You have 14 days from the date of delivery to notify us of your intent to cancel.
Return Period: Once you have notified us, you have a further 14 days to return the items to our designated return address.
Condition of Goods: To receive a full refund, items must be returned in their original, unopened packaging and in a resalable condition. For hygiene or safety reasons, certain products (e.g., sealed health/beauty items/food) cannot be returned once the seal is broken.
Return Shipping: Unless the item is faulty, the customer is responsible for the cost of return shipping to our facility. We recommend using a tracked service as we are not responsible for returns lost in transit.
3. Local Returns & Cancellations (Hong Kong)
For orders delivered within Hong Kong, all sales are final once the order is dispatched, except in cases of faulty or incorrect items.
Requests for returns or exchanges due to "change of mind" are subject to approval. If approved, a restocking fee of 10% of the selling price will be applied to the refund.
4. Exceptions to Cancellation
The right to cancel does not apply to:
Custom-made or Personalized items: Goods made to your specific specifications.
Perishable Goods: Items that deteriorate quickly.
Hygiene/Sealed Goods: Items that have been unsealed after delivery (e.g., skincare, cosmetics, or earrings or food).
5. Refunds
Processing Time: Approved refunds will be processed within 10–14 business days after we receive and inspect the returned goods.
Method: Refunds will be issued to the original payment method used during purchase.
Deductions: We reserve the right to reduce the refund amount if the value of the goods has been diminished by unnecessary handling.
How to Cancel
To initiate a cancellation or return, please provide your Order Number and Reason for Cancellation:
Email: cs@mysayway.com
WhatsApp: (UK)+44 7845 914036 or (HK) +852 97078824