Cancellation Policy Last Updated: May 17, 2026

This Cancellation Policy provides a detailed explanation of how customers can cancel their orders at My Route Story, including step-by-step instructions, timelines, responsibilities, and refund procedures. All cancellations are subject to Australian Consumer Law (ACL).

1. Introduction / Overview

This policy applies to all orders placed on our website. Designed to ensure clarity, transparency, and trust for customers. Complements the Return & Refund Policy for items that cannot be cancelled after printing or shipping.

2. Order Cancellation Window

Orders can be cancelled within 12 hours of placement, provided printing has not yet commenced. The 12-hour window starts at the order confirmation time. Once an order has been sent to print or dispatched, it cannot be cancelled — customers will need to initiate a return instead. Time zone: All times are GMT+10:00 Australian Eastern Standard Time (Sydney).

3. How to Cancel an Order

Step 1: Verify Eligibility Ensure the order is within 12 hours of placement. Confirm the order has not yet been sent to print or dispatched.

Step 2: Contact My Route Story Email: myroutestory@gmail.com Phone: +61 493 530 342

Provide:

  • Order number
  • Full name and contact information
  • Reason for cancellation (optional)

Use the subject line: "Order Cancellation Request – [Order Number]"

Step 3: Verification Our team verifies your cancellation request for eligibility (within 12 hours, not yet printed or dispatched) and accuracy of order information. High-value orders may require additional verification including photo of order confirmation or proof of payment.

Step 4: Cancellation Confirmation If eligible, a confirmation email is sent including:

  • Order number
  • Items cancelled
  • Refund amount
  • Estimated refund timeline (typically 10 business days, Monday–Friday)

Step 5: Payment Refund Refund issued to original payment method within 10 business days (Monday–Friday). A notification email is sent when the refund is completed.

Step 6: Ineligible Cancellations Orders outside the 12-hour window or already sent to print cannot be cancelled. Customers may initiate a return after delivery via our Return & Refund Policy.

Step 7: Escalation If issues arise, contact: myroutestory@gmail.com Resolution timeframe: within 10 business days (Monday–Friday).

4. Cancellation Before Printing

Orders not yet sent to print will be fully cancelled. Full payment is refunded to the original payment method. Email confirmation sent for cancellation and refund. Refunds processed within 10 business days (Monday–Friday).

5. Cancellation After Printing or Dispatch

Orders already sent to print or dispatched cannot be cancelled. As each print is personalised and made to order, production begins promptly after payment confirmation. Customers may initiate a post-delivery return via our Return & Refund Policy for eligible items.

6. Payment Refunds

Refunds are issued to the original payment method. Timeline: 10 business days (Monday–Friday) from cancellation approval. Email confirmation sent upon successful refund. Partial refunds issued proportionally for partial cancellations.

7. Partial Order Cancellations

Allowed only for multi-item orders that have not yet been sent to print. Refunds issued for cancelled items only. Shipping costs, discounts, and promotions may be adjusted proportionally.

8. Customer Responsibilities

  • Contact support within 12 hours if you need to cancel
  • Provide accurate order number and contact information
  • Understand that orders sent to print or dispatched cannot be cancelled
  • Monitor email for confirmation and refund updates
  • Cooperate if additional verification is requested

9. My Route Story Responsibilities

  • Review and confirm cancellation requests promptly
  • Process refunds within 10 business days (Monday–Friday)
  • Notify customers via email of approval or denial
  • Ensure transparent and clear communication throughout the process

10. Communication & Confirmation

Every request receives a response within 1–2 business days.

Email confirmation includes:

  • Order number
  • Items cancelled
  • Refund amount
  • Estimated refund timeline

Keep the email for reference and tracking.

11. Exceptions

Orders already sent to print or dispatched cannot be cancelled. Personalised prints are made to order and production begins immediately after payment — please review your design carefully before completing your purchase. If the order is in transit, initiate a return after delivery. Fraudulent cancellation requests may be denied.

12. Dispute Resolution

Contact myroutestory@gmail.com for disputes. Resolution provided within 10 business days (Monday–Friday). Escalation is possible via your bank or payment provider if unresolved.

13. Contact & Business Information

Registered Company Name: My Mystery Parcel ABN: 63 385 406 700 Registered Address: 12 Weigand Avenue, Bankstown New South Wales 2200, Australia Email: myroutestory@gmail.com Phone: +61 493 530 342 Live chat: available on our website Business Hours: 10 AM–6 PM (Monday–Friday), GMT+10:00 Australian Eastern Standard Time (Sydney)

14. Policy Updates

Policy may be updated at any time. Changes apply to orders placed after the update is published. Customers are encouraged to review the policy regularly.