At TreLi Home, we understand that customers may sometimes need to change or cancel an order. This Cancellation Policy explains when an order can be cancelled, how to request a cancellation, and what happens after a cancellation is approved.

1. Order Cancellation

Customers may request cancellation of an order before the order has been processed, packed, or dispatched.

Because we aim to process orders as quickly as possible, cancellation requests should be submitted as soon as possible after placing an order. Submitting a cancellation request does not automatically guarantee that the order can be cancelled.

Once we receive your request, our team will check the current status of the order and confirm whether cancellation is still possible.

2. How to Request a Cancellation

To request cancellation, please contact our customer support team and provide the following information:

• Full name
• Order number
• Email address or phone number used when placing the order
• Reason for cancellation (optional)
• Any additional information that may help us identify your order

You can contact us using:

Email: Support@trelihome.co.za
Phone: (010) 412 0182

Please clearly mention “Order Cancellation Request” in your email subject line.

3. Cancellation Before Processing

If your order has not yet entered our processing or fulfilment process, we will make reasonable efforts to cancel it.

If the cancellation is successfully approved, the order will not be dispatched and any eligible payment will be refunded according to our refund procedures.

4. Orders Already Processed

If an order has already been processed, packed, or prepared for shipment, we may not be able to cancel it.

In such circumstances, the order may need to be delivered and handled under our Returns & Refunds Policy, subject to the applicable return conditions.

5. Orders Already Dispatched

Once an order has been dispatched or handed over to the delivery provider, it can no longer normally be cancelled as a standard order cancellation.

If you no longer wish to receive the product, please contact our support team. Depending on the circumstances, we may provide instructions for returning the product after delivery.

Any return, refund, or associated costs will be handled in accordance with our applicable Returns & Refunds Policy and South African consumer protection requirements.

6. Refunds for Cancelled Orders

If your cancellation is approved and payment has already been received, TreLi Home will initiate the applicable refund to the original payment method, where possible.

Please note that the time required for the refund to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.

TreLi Home does not control the processing time of third-party financial institutions.

7. Orders Paid Using Promotional Discounts

If an order containing a promotional discount, coupon, voucher, or special offer is cancelled, the applicable refund will be calculated based on the actual amount paid and the terms of the relevant promotion.

Cancelled orders do not automatically guarantee that promotional codes or discounts will remain available for future purchases.

8. Partial Cancellation

If you have purchased multiple products in a single order, you may request cancellation of individual products before the order is processed or dispatched.

Whether a partial cancellation is possible will depend on the order's fulfilment status.

If the order has already been processed or dispatched, partial cancellation may no longer be available.

9. Cancellation by TreLi Home

TreLi Home reserves the right to cancel an order where necessary, including but not limited to situations involving:

• Product unavailability or inventory errors
• Incorrect product or pricing information
• Payment or transaction issues
• Suspected fraudulent or unauthorized activity
• Incorrect or incomplete customer information
• Delivery restrictions
• Technical errors affecting the order
• Circumstances beyond our reasonable control

If TreLi Home cancels an order for which payment has already been received, we will notify the customer and arrange an applicable refund.

10. Incorrect Pricing or Product Information

Although we make reasonable efforts to ensure that product descriptions, prices, availability, and other website information are accurate, errors may occasionally occur.

If an order has been placed based on an obvious pricing or product information error, Treli Home may contact the customer to confirm whether they wish to proceed at the correct price. If the customer does not wish to proceed, the order may be cancelled and any eligible payment refunded.

11. Fraud Prevention and Payment Verification

For security purposes, TreLi Home may review orders before fulfilment. If an order appears suspicious, unauthorized, or potentially fraudulent, we may delay processing, request additional information, or cancel the order.

This process helps protect both our customers and Treli Home from unauthorized transactions.

12. Cancellation Request Does Not Guarantee Cancellation

Submitting a cancellation request does not guarantee that an order will be cancelled.

Orders may move quickly through our fulfilment process. If the order has already been processed or dispatched when we receive the request, cancellation may no longer be possible.

We recommend contacting us as soon as possible if you change your mind about an order.

13. Consumer Rights

Nothing in this Cancellation Policy is intended to limit or exclude any rights or protections that customers may have under applicable South African consumer protection laws, including rights that cannot legally be excluded or restricted.

Where applicable, Treli Home will comply with its legal obligations regarding cancellations, returns, refunds, and consumer rights.

14. Contact Us

If you have questions about cancelling an order or need assistance with an existing order, please contact our customer support team.

TreLi Home
136 2nd Street, Randjespark, Midrand, 1684
South Africa

Email: Support@trelihome.co.za
Phone: (010) 412 0182

Our team will review your request and provide you with the appropriate next steps.