Order Cancellation & Change Policy

Last Updated: September 12, 2026

At Pleatlab, we understand that customers may occasionally need to cancel an order or request changes after completing a purchase. This policy explains when cancellation or modification requests may be accepted, how to submit a request, and what happens if an order has already entered processing or shipment.

1. Order Cancellation Requests

Customers may request cancellation of an order before the order has entered processing, fulfillment, or shipment.

To request cancellation, contact:

Email: support@pleatlab.com

Please include:

• Full name
• Order number
• Email address used when placing the order
• A clear request to cancel the order

We recommend contacting us as soon as possible after placing the order.

2. Order Cut-Off and Processing

Our daily order cut-off time is:

5:00 PM Eastern Time (ET)

Orders are normally processed within:

1–2 business days, Monday through Friday

Orders placed after 5:00 PM ET, on weekends, or on recognized holidays normally begin processing on the next available business day.

Because orders may enter processing quickly, cancellation requests should be submitted as soon as an error or change of mind is identified.

3. When an Order Can Be Canceled

A cancellation request may be approved when:

• The order has not yet entered fulfillment.
• The order has not been packed for shipment.
• A shipping label or carrier handoff has not made cancellation operationally impossible.
• The order has not already been shipped.

We will review the current order status when the request is received.

4. When an Order Cannot Be Canceled

An order generally cannot be canceled after it:

• Has entered final fulfillment
• Has been packed for carrier collection
• Has been transferred to USPS, UPS, or FedEx
• Has already shipped

If cancellation is no longer possible, the customer may wait for delivery and request an eligible return under our 30-day Return & Refund Policy.

Approved returns qualify for free return shipping when the prepaid return label provided by Pleatlab is used.

5. Cancellation Fee

We do not charge a cancellation fee for an order that is successfully canceled before fulfillment.

Cancellation Fee: $0

No restocking, storage, or administrative cancellation fee will be charged for an approved cancellation.

6. Refund for a Canceled Order

If an order has already been paid for and the cancellation is successfully approved, the applicable refund will be issued to the original payment method.

We aim to process approved cancellation refunds promptly.

Once the refund has been issued, the customer's bank, card issuer, or payment provider may require additional time to post the funds to the account.

Financial institution processing times are outside our control.

7. Requesting an Order Change

Customers may request changes to an order before fulfillment begins.

Possible requests may include:

• Changing the shipping address
• Correcting the recipient name
• Changing a selected size
• Changing a selected color
• Changing an item
• Removing an item from the order
• Correcting other order information

Send the request to:

support@pleatlab.com

Include your order number and clearly describe the requested change.

8. Order Change Fee

We do not charge a separate fee for an approved order modification.

Order Change Fee: $0

If the requested replacement product has a different selling price, the order may need to be adjusted, canceled, refunded, or replaced with a new order depending on the circumstances.

Any price difference will be communicated before an applicable new transaction is completed.

9. Product Changes

Requests to change a product, size, color, or variation depend on:

• Current inventory
• Order processing status
• Availability of the requested product
• Whether fulfillment has already begun

We cannot guarantee product changes after an order has been submitted.

If the requested item is unavailable, we may advise the customer to keep the existing order, cancel it if cancellation is still possible, or place a separate order.

10. Shipping Address Changes

Customers are responsible for providing a complete and accurate delivery address at checkout.

If you entered an incorrect shipping address, contact:

support@pleatlab.com

as soon as possible.

Please provide:

• Order number
• Original shipping address
• Correct shipping address

We will attempt to make the correction if the order has not already entered fulfillment or shipment.

Address changes cannot be guaranteed after the order has been transferred to the carrier.

11. Address Changes After Shipment

After an order has been shipped, Pleatlab may no longer be able to change the delivery address.

Carrier policies vary, and USPS, UPS, or FedEx may independently determine whether delivery changes are available.

Customers remain responsible for providing an accurate shipping address when submitting an order.

12. Incorrect Address Provided by the Customer

If a package cannot be delivered because the customer supplied an incomplete or incorrect address, the carrier may:

• Attempt delivery
• Hold the shipment
• Return the package to the sender
• Mark the shipment as undeliverable

If a package is returned to us, contact support@pleatlab.com so we can review the available options.

13. Duplicate Orders

If you accidentally submit the same order more than once, contact us immediately at:

support@pleatlab.com

Please provide the relevant order numbers.

If the duplicate order has not yet entered fulfillment, we will attempt to cancel the unintended order.

If it has already shipped, the standard Return & Refund Policy will apply.

14. Accidental Orders

If you place an order accidentally, contact us as soon as possible.

We can cancel the order only if fulfillment has not progressed beyond the point where cancellation is operationally possible.

If the order has already shipped, you may request a return after delivery if the item meets our return eligibility requirements.

15. Changes Requested After Fulfillment Begins

Once fulfillment has begun, we may be unable to:

• Change a product
• Change a size
• Change a color
• Remove an item
• Add an item
• Change a delivery address
• Cancel the shipment

This helps prevent shipping errors and order mismatches after packages have entered fulfillment.

16. Orders Already Shipped

Orders already shipped cannot be canceled through the standard cancellation process.

Customers may instead use the applicable return process after delivery.

Our standard return terms include:

• 30-day return window
• Free approved return shipping
• Prepaid return label sent by email
• $0 restocking / storage fee
• Refund processing within 7 days after the returned item is received, inspected, and approved

17. Damaged, Defective, or Incorrect Items

Cancellation rules do not replace customer rights relating to damaged, defective, or incorrect merchandise.

If you receive:

• A damaged item
• A defective item
• An incorrect product
• A product different from the item ordered

contact support@pleatlab.com.

Please provide your order number, a description of the issue, and photographs where available.

We will review the issue under our Return & Refund Policy.

18. Changes Initiated by Pleatlab

In limited circumstances, we may need to contact a customer regarding an order because of:

• Product unavailability
• Material product listing errors
• Payment authorization issues
• Invalid delivery information
• Suspected fraud
• Duplicate transactions
• Other legitimate fulfillment problems

We will use the contact details supplied with the order.

We will not substitute a materially different product without appropriate customer authorization.

19. Product Unavailability

If an ordered item becomes unavailable before fulfillment and we cannot complete the order, we may cancel the affected item or order.

If payment has already been collected, the applicable amount will be refunded to the original payment method.

Customers will not be required to accept an unauthorized substitute product.

20. Pricing Errors

We make reasonable efforts to maintain accurate pricing.

If a material pricing error is identified before fulfillment, we may contact the customer regarding the affected order.

We will not charge a customer an undisclosed higher price without authorization.

If an order must be canceled because of a material pricing error, any applicable payment already collected will be refunded.

21. Payment Authorization Problems

An order may be canceled if payment cannot be successfully authorized.

Possible reasons include:

• Payment provider rejection
• Invalid payment information
• Fraud prevention controls
• Unauthorized payment method
• Transaction verification failure

If additional information is reasonably required, we may contact the customer using the information supplied during checkout.

22. Fraud Prevention

We reserve the right to cancel or hold an order when there is reasonable evidence of fraud, unauthorized payment activity, identity misuse, or another material security concern.

This measure is intended to protect customers and our store from unauthorized transactions.

23. Promotional or Discount Orders

Orders placed using valid promotional offers remain subject to this cancellation and modification policy.

If an order is canceled and the promotion has expired, we cannot guarantee that the same promotional price will be available for a replacement order.

24. How to Submit a Cancellation or Change Request

To request cancellation or modification:

1. Email support@pleatlab.com.
2. Provide your full name.
3. Provide your order number.
4. Identify the email address used at checkout.
5. Clearly state whether you want to cancel or change the order.
6. If requesting a change, provide the exact corrected information.

We will review the current order status and respond with the available options.

25. Confirmation of Cancellation

An order should not be considered canceled until Pleatlab confirms the cancellation.

Submitting an email request alone does not automatically cancel an order.

If the order enters fulfillment before we can complete the request, cancellation may no longer be possible.

26. Confirmation of Order Changes

A requested order change is not final until it has been confirmed by Pleatlab.

Customers should review any confirmation received from us and notify us promptly if the updated information is still incorrect.

27. Returns as an Alternative to Cancellation

If your cancellation or modification request cannot be completed because the order has already shipped, you may request a return after receiving the product.

Eligible returns are subject to our Return & Refund Policy.

The current standard return conditions include:

• Return request within 30 days of delivery
• Product must meet the applicable return conditions
• Approved prepaid return label provided by email
• Free return shipping
• No restocking / storage fee
• Approved refund processed within 7 days after return receipt, inspection, and approval

28. Consumer Rights

Nothing in this policy is intended to restrict or eliminate a consumer right that cannot legally be limited under applicable law.

If mandatory consumer protection law provides additional cancellation, refund, or remedy rights, those rights will apply.

29. Policy Consistency

This Order Cancellation & Change Policy should be read together with our:

• Shipping Policy
• Return & Refund Policy
• Terms of Service
• Privacy Policy
• Payment Policy

Where mandatory applicable law provides greater consumer protection, the mandatory legal requirement will take precedence.