International Order Cancellation Policy

Applicable Markets: United Arab Emirates · Hong Kong · Japan · Malaysia · Thailand

Effective Date: July 1, 2026

Retail Rack understands that plans can change. We aim to make cancellations as simple and fair as possible while working closely with our trusted global fulfillment partners. This policy explains when cancellations are possible, how to request one, and what to expect based on your country’s consumer-protection standards.

When You Can Cancel an Order

Before Processing or Shipping

If your order has not yet been processed or shipped, we can usually cancel it and issue a full refund, including any shipping fees paid. This is the ideal cancellation window, and most requests fall here when submitted promptly.

After Processing or Shipping

Once an order has been processed or shipped, cancellations are no longer possible. At this stage, please refer to our International Refunds & Returns Policy for next steps.

Special Product Types

Certain products cannot be cancelled once payment is confirmed because production or reservation begins immediately:

  • Print-on-demand items
  • Custom items
  • Personalized items
  • Pre-order items
  • Clearance Rack items may be cancelled only before processing or shipping. Once shipped, they are Final Sale and cannot be returned or refunded.

These rules apply across all five markets.

Country-Specific Cancellation Notes

While Retail Rack maintains a unified cancellation framework, the following country-level considerations apply:

  • United Arab Emirates (UAE): UAE consumer law allows cancellations before goods enter fulfillment or shipping. Once dispatched, cancellations must follow the Refunds & Returns Policy.
  • Hong Kong: Orders may be cancelled before dispatch. After dispatch, cancellations are not permitted under standard Hong Kong consumer-protection guidelines.
  • Japan: Japan’s e-commerce standards allow cancellation before fulfillment begins. Once processing starts, cancellation is no longer possible.
  • Malaysia: Orders can be cancelled before processing. After processing or dispatch, cancellations must follow the Refunds & Returns Policy.
  • Thailand: Thailand allows pre-dispatch cancellations. Once shipped, cancellations are not permitted.

Across all markets, pre-shipment cancellation is the only guaranteed cancellation window.

How to Request a Cancellation

Self-Service (Fastest Option)

You can cancel directly through your Retail Rack account:

  1. Sign in at retail-rack.com/account.
  2. Open your order.
  3. Select Cancel items.

This option is available only for orders that have not yet been shipped. You will receive a confirmation email once submitted.

Email

You may request cancellation anytime by emailing support@retail-rack.com.

Include:

  • Order number
  • Full name
  • Reason for cancellation

Requests are reviewed within 4 business hours.

What Happens Next

  • We review your order status promptly.
  • If your order has not yet been processed or shipped, we will cancel it and notify our fulfillment partners.
  • You will receive a confirmation email, and a full refund will be issued to your original payment method.

Refunds typically appear within 5–10 business days, depending on your payment provider.

If an order is automatically cancelled by our fulfillment partners due to stock or processing issues, we will notify you and issue a refund immediately.

Partial Cancellations

Cancelling individual items within an order may be available depending on order status. Submit your request through your account or email support@retail-rack.com, and we will check eligibility.

If your cancellation request cannot be completed because your order has already shipped, please refer to our International Refunds & Returns Policy for available next steps.

If Your Order Is Past the Cancellation Window

If your order no longer qualifies for cancellation, we are still here to help with:

  • Tracking updates
  • Delivery support
  • Next steps under the Refunds & Returns Policy

Questions?

Email us anytime at support@retail-rack.com — we're here to assist.

Retail Rack reserves the right to update or modify this policy at any time without prior notice.