Cancellation Policy

Effective Date: May 30, 2025

At MARSRUT, we understand that plans can change. This Cancellation Policy outlines the terms and conditions under which you may cancel an order placed on our website. Please read it carefully before making a purchase.

1. Order Cancellation Window

You may cancel your order within 12 hours of placing it, provided that the order has not yet been processed or shipped. To cancel, please contact us immediately at marsrut.pte.ltd@gmail.com with your order number.

  • Within 12 hours (unprocessed): Full cancellation with a complete refund to your original payment method.
  • After 12 hours but before shipping: We will do our best to accommodate your request. However, if the order has already entered the fulfillment process, cancellation may not be possible.
  • After shipping: Once an order has been shipped, it cannot be cancelled. You may instead initiate a return under our Return and Refund Policy.

2. How to Cancel an Order

To request a cancellation:

  1. Email us at marsrut.pte.ltd@gmail.com with the subject line “Order Cancellation — [Your Order Number]”.
  2. Include your full name, order number, and reason for cancellation.
  3. Our team will confirm your cancellation request within 1 business day.

Please note that contacting us promptly increases the likelihood of a successful cancellation.

3. Custom and Personalized Orders

Orders for custom or personalized items are subject to the following cancellation terms:

  • Before production begins: Full cancellation and refund.
  • After production has started: Cancellation is not available, as custom items are made specifically for you and cannot be resold. These orders are considered final sale.

If you are unsure whether your custom order has entered production, please contact us as soon as possible to check.

4. Cancellation by MARSRUT

We reserve the right to cancel any order for the following reasons:

  • Product unavailability: If an item is out of stock or discontinued after your order was placed.
  • Payment issues: If your payment cannot be verified or is suspected of fraud.
  • Pricing errors: If a product was listed at an incorrect price due to a system error.
  • Violation of Terms: If the order violates our Terms of Service.

In any of these cases, you will be notified promptly and receive a full refund to your original payment method.

5. Refund for Cancelled Orders

  • Approved cancellations will be refunded to your original payment method within 5–10 business days.
  • The refund amount will include the full order total, including any shipping fees paid.
  • Please note that your bank or credit card company may take additional time to process the refund and reflect it on your statement.

6. Subscription or Recurring Orders

If you have subscribed to any recurring order or auto-replenishment service:

  • You may cancel your subscription at any time by emailing marsrut.pte.ltd@gmail.com.
  • Cancellations must be received at least 48 hours before the next scheduled shipment date to avoid being charged.
  • Any order already processed or shipped prior to your cancellation request is not eligible for cancellation under this section and will be governed by our Return and Refund Policy.

7. Partial Cancellations

If your order contains multiple items and you wish to cancel only specific items:

  • Contact us at marsrut.pte.ltd@gmail.com with your order number and the item(s) you wish to cancel.
  • If the remaining items have not yet shipped, we will process a partial cancellation and adjust your refund accordingly.
  • If the order has already been packed or shipped as a single package, partial cancellation may not be possible. You may return the unwanted item(s) under our Return and Refund Policy.

8. Contact Us

If you have any questions about this Cancellation Policy or need assistance cancelling an order, please don’t hesitate to reach out:

MARSRUT PTE. LTD.
Email: marsrut.pte.ltd@gmail.com
Phone: 14133595086
Address: 130 Jurong Gateway Road, #03-223, Singapore 600130

We appreciate your understanding and strive to make every interaction with MARSRUT as smooth as possible. Thank you for choosing MARSRUT!