Cancellation policy

Change of Mind (Before Order Is Shipped)

Customers may request a cancellation within 12 hours of placing their order.
After 12 hours, production or processing may begin, and cancellation may not be possible.

To request a cancellation, customers must contact us at info@saintelian.com with their order number.

2. Pre-Order Cancellations

Pre-order items can be cancelled anytime before production begins.
Once production has started, cancellation is not guaranteed.

If we cannot supply a pre-order for any reason, the customer will receive a full refund under the Australian Consumer Law.

3. Cancellation After Order Has Been Shipped

Once an order has been shipped, it cannot be cancelled.
Customers may still request a return or refund according to our Returns & Refund Policy.

4. Cancelled by Us

We reserve the right to cancel any order if:

  • The product becomes unavailable

  • There are issues with payment or shipping details

  • Fraud or suspicious activity is detected

If this happens, customers receive a full refund immediately.

5. Custom or Limited Products

Custom designs, personalised items, or limited-release drops cannot be cancelled after purchase due to production commitments.

6. Compliance With Australian Law

This policy is designed to comply with the Australian Consumer Law (ACL), including customers’ rights to refunds if:

  • A product is faulty

  • A product never arrives

  • A product is not delivered within a reasonable time