[Orders placed at casetify.com]
You may cancel an order within 12 hours after placing it online, if it has not yet entered the production process. We apologize for any inconvenience, but we are unable to modify existing orders. After cancelling, you may proceed to place a correct new order.
To cancel an order, follow these steps:
1. Log in to your account and go to Track Order: https://www.casetify.com/user/orders
2. Locate the order you wish to cancel and click the "Cancel Order" button. This button is only visible for 12 hours after the order is placed.
3. Choose a reason for cancellation and confirm by clicking "Cancel This Order".
Once you submit your cancellation request and the order is successfully cancelled, the order status will change to "Cancelled" and a confirmation email will be sent to the email address that you used to place the order. While we will not proceed with the charge (if any), you may see a pending charge on your statement. This is a temporary authorization hold by your payment provider and typically disappears within 3–10 business days. Depending on your bank or payment provider, it may take up to 10 working days for the reserved funds to become available in your account again. For further details regarding the pending charges, please contact your bank directly.
For orders purchased with a reward voucher, the voucher will automatically be re-issued to your account. Any expired or invalid voucher will not be re-issued.
If the "Cancel This Order" button is no longer visible or the system prompts that cancellation has failed, it means your order has already completed the production stage and can no longer be canceled.
Order cancellation is not applicable to the following:
• Purchase of Gift Card
• Order paid with Gift Card
• Orders placed at our Retail Store
• Specific payment methods (e.g., Thailand Online Banking / PromptPay)
• Lottery products
• Other specified items with remarks
Please note that for orders placed via Thailand Online Banking or PromptPay, only returns for exchange or store credits will be allowed. If you are unable to cancel your order online, please contact us using the email address of the order buyer and include your order number for assistance.
[Other orders]
We are unable to cancel the order, however, if you need return instructions please SUBMIT A REQUEST for assistance.