Cancellation Policy

A. Cancelling Before Shipment

You may cancel your order at any time before it is dispatched from our warehouse, free of charge and without penalty.

How to cancel

• Email support@keovationdigital.store as soon as possible with your order number and the subject line “Cancel Order #XXXXX”.
• We will confirm cancellation within 1 business day if the order has not yet been dispatched.
• If your order has already been handed to the courier, the post-shipment process will apply instead.

Refund timeline

Pre-shipment cancellations are refunded to your original payment method within 5 business days of cancellation confirmation.

B. Cancelling After Shipment (ECT Act Cooling-Off)

Once your order has been dispatched, cancellation is treated as a return under our Returns & Refunds Policy. Under the ECT Act (Section 44), you have seven (7) days from the date of delivery to return goods without reason or penalty.

• Contact us within 7 days of delivery to initiate the return.
• Goods must be returned in their original, unopened packaging in the same condition as received.
• You are responsible for the direct cost of return shipping.
• Refund is processed within 15 business days of receiving the returned goods at our warehouse.

C. Backordered & Pre-Order Cancellations

If you ordered an item that is on backorder or pre-order, you may cancel at any time before the item ships, free of charge.

• We will notify you by email if an item experiences a delay of more than 10 business days beyond the estimated delivery date.
• You may cancel at that point and receive a full refund within 5 business days.
• If we cannot fulfil an order at all, we will automatically cancel and refund it within 5 business days — no action required from you.

D. Partial Order Cancellations

If you wish to cancel only some items from a multi-item order, contact us before the order ships and we will do our best to accommodate the request.

• If the order has already been dispatched as a single shipment, partial cancellation is not possible at that stage. You may return individual items after delivery per our Returns Policy.

E. Orders That Cannot Be Cancelled

The following orders cannot be cancelled once placed, per the ECT Act:

• Custom-made or bespoke items manufactured to your specifications.
• Sealed software, audio, or video recordings where the seal has been broken after delivery.
• Perishable goods.

Note: These exclusions do not affect your rights under Section 56 of the CPA for defective goods.

F. Refund Summary

All refunds are processed to the original payment method via PayStack:

• Pre-shipment cancellation: Within 5 business days of confirmation.
• Post-shipment / cooling-off: Within 15 business days of receipt of returned goods.
• Auto-cancelled (stock unavailable): Within 5 business days of our cancellation notice.

Allow a further 5–10 business days after processing for the refund to reflect in your bank account.

Contact Us

To cancel an order or ask about a cancellation:

• Email: support@keovationdigital.store — subject: “Cancel Order #XXXXX”
• Or use our contact form.

We aim to respond to all cancellation requests within 1 business day.