Order Cancellation Policy

KOSU HEMP’s cancellation framework is engineered to deliver operational clarity, zero-conflict customer experience, and streamlined order lifecycle governance.
This policy ensures transparency while protecting our production, inventory, and logistics commitments.

1. Overview

Once an order is placed, it enters our automated fulfilment pipeline, where processing begins almost immediately.
To maintain dispatch efficiency and prevent logistics disruptions, cancellations are permitted only within strictly defined windows and conditions.

2. Cancellation Window

2.1 Pre-Dispatch Cancellations

Customers may cancel their order within 6 hours of order placement, provided the order has not yet entered the packing or dispatch stage.

Eligible cancellations apply when:

• Order is still under Order Received or Processing status

• No shipping label has been generated

• The item has not been handed to the logistics partner

2.2 Post-Dispatch Cancellations

Once the order is dispatched or marked as Shipped, cancellation is no longer possible.

Customers may proceed with:

• A Return Request after delivery (as per Section 2 & 3 guidelines)

3. How to Request Cancellation

Customers may initiate cancellation through:

• “My Orders” dashboard on kosuhemp.com

• Customer service support (Email/WhatsApp/Call)

Required details:

• Order ID

• Reason for cancellation

4. Cancellation Approval Process

Upon receiving a cancellation request:

1. Our team validates whether the order is still eligible.

2. If approved, the order is marked as Cancelled in the system.

3. A confirmation notification is sent via email & SMS.

If ineligible (because the order entered dispatch stage), the customer will be notified and guided through alternative actions (return/exchange upon delivery).

5. Refund Processing for Cancelled Orders

5.1 Prepaid Orders

If the cancellation is approved:

• Full refund is issued to the original mode of payment

• Expected timeline: 5–7 business days

5.2 COD Orders

Cancellation for COD orders simply stops the dispatch process.
No refund is applicable since payment was not collected.

6. Automatic Cancellations

Orders may be automatically cancelled by KOSU HEMP under the following circumstances:

6.1 Payment Failure

If the payment does not get confirmed within the required timeframe.

6.2 High-Risk or Fraudulent Activity

Identified via automated fraud-detection systems.

6.3 Inventory Unavailability

If an item goes out of stock during order processing due to:

• High demand

• System synchronization delays

In this case:

• Customer receives an immediate notification

• Full refund processed for prepaid orders

7. Partial Cancellations

Partial cancellation is possible only if:

• The order contains multiple items

• Requested items are still under processing

• Remaining items have not been dispatched

Once individual items enter separate packing queues, partial cancellation may be restricted.

8. Restriction on Repeated Cancellations

To ensure fair usage of our platform:

• Repeated cancellations from the same account may trigger system flags

• KOSU HEMP reserves the right to restrict service, cancel orders, or block accounts showing excessive cancellation patterns

This helps maintain operational and inventory stability.

9. Policy Updates

KOSU HEMP may modify this cancellation policy at any time based on:

• Logistics enhancements

• Inventory management upgrades

• Fraud mitigation requirements

• Platform governance improvements

All changes will be updated on this page.