Return & Cancellation Policy

Last updated: 6-Aug-2026

This policy sets out the conditions and fees that apply when cancelling an order, and works alongside our separate Return & Refund Policy, which covers defective, damaged, or incorrect items.

1. CANCELLING BEFORE DISPATCH

If you wish to cancel an order, contact us as soon as possible at info@plus27.ae with your order number.

If your order has not yet begun processing or fulfilment, we will cancel it and issue a full refund with no fee.
If your order has already begun processing, packing, or has been handed to our delivery partner, a cancellation fee will apply, equal to any fulfilment or delivery costs already incurred on your order at the time of cancellation. The remaining balance, if any, will be refunded to your original payment method.

Because fulfilment can begin shortly after an order is placed, we cannot guarantee that a cancellation request will be fee-free — this depends on how far your order has progressed at the time you contact us.

2. CANCELLING AFTER DISPATCH

Once an order has been dispatched for delivery, it cannot be cancelled. If you no longer want the item, please refer to our Return & Refund Policy — note that change-of-mind returns are not accepted; only defective, damaged, or incorrect items are eligible for return.

3. FAILED DELIVERY DUE TO CUSTOMER ERROR

If delivery is unsuccessful because you were unavailable to receive the order, or because the address or contact details provided were incorrect or incomplete, a re-delivery fee will apply, payable before a second delivery attempt is arranged. This fee reflects the actual re-delivery cost incurred.

4. NON-CANCELLATION CIRCUMSTANCES

Orders cannot be cancelled or refunded where cancellation is requested after the item has been delivered. In that case, only our Return & Refund Policy applies (for defective, damaged, or incorrect items).

5. HOW FEES ARE CALCULATED

Where a cancellation or re-delivery fee applies, it reflects the actual cost incurred by Plus27 from our logistics partner for that order — we do not add a markup to these fees.

6. CONTACT

To request a cancellation, email info@plus27.ae as early as possible with your order number — the sooner you contact us, the more likely your order can be cancelled fee-free.

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