Cancellation Policy
Effective June 2026 · Last updated 2026-06-20
You can cancel any paid order for a full refund within 12 hours of placing it, provided the seller has not yet dispatched the parcel. After that window the order moves into preparation and standard returns rules apply.
12-hour cancellation window
- You have 12 hours from the moment your payment is confirmed to cancel
- The exact deadline is shown on the order screen as a live countdown
- Once the courier has picked up the parcel (status “Shipped”), cancellation is no longer possible — please request a return instead
How to cancel
- Open the order under My Orders
- Tap “Cancel order” while the countdown is still running
- Choose a reason (optional) and confirm
- You’ll receive an in-app notification immediately, and the seller and Allsale support are notified too
Refunds for cancellations
Cancellations within the 12-hour window receive a full refund to your original Stripe payment method in NZD. Most refunds appear on your statement within 5–10 business days.
Seller-initiated cancellations
- If a seller is unable to fulfil an order (out of stock, NZ MPI compliance failure, etc.) they may cancel it within 24 hours of receiving it
- You will be notified instantly and refunded in full
- Allsale credits the seller a strike against their service-level rating
What if I miss the window?
Once the 12-hour window passes the order cannot be cancelled. If it has not yet shipped, you can email info@allsale.co.nz — we will try our best, but cannot guarantee a refund. After dispatch, please wait for delivery and follow the Return Policy.
Subscriptions and pre-orders
Pre-ordered items can be cancelled at any time before the seller marks them as dispatched. Allsale does not currently offer subscription products.
Questions? Email info@allsale.co.nz