Cancellation Policy

Effective Date: May 10, 2026

At Versatile Households, we understand that customers may sometimes need to change or cancel an order after placing it. This Cancellation Policy explains how order cancellations are handled.

1. Order Cancellation Window

Customers may request to cancel an order within a limited period after placing it:

1. Orders may be cancelled within 2 hours of placement, provided they have not already been processed, packed, or dispatched.
2. Once an order has been processed, packed, dispatched, or handed over to a delivery provider, cancellation may no longer be possible.
3. For orders scheduled for same-day delivery, customers should request cancellation as soon as possible because processing may begin shortly after the order is placed.

2. How to Request a Cancellation

To request an order cancellation, please contact us as soon as possible and provide:

1. Full name
2. Order number
3. Phone number or email address used when placing the order
4. Reason for cancellation, where applicable

Cancellation requests may be made through available customer support channels, including:

1. Email
2. Phone
3. Website support or customer account, where available

Submitting a cancellation request does not automatically guarantee that the order can be cancelled. We will confirm whether the order is still eligible for cancellation.

3. Approved Cancellations

If a cancellation is approved:

1. A refund will be processed where payment has already been made.
2. Refunds will generally be issued through the original payment method used for the order.
3. Refund processing times may vary depending on the payment provider, bank, or other financial institution involved.

Where an order has not yet been paid for, the order may simply be cancelled without a refund being required.

4. Orders That Cannot Be Cancelled

An order may no longer be eligible for cancellation if:

1. It has already been processed or packed.
2. It has been dispatched.
3. It has been handed over to a courier or delivery provider.
4. It is already out for delivery.
5. A rider or courier has already been assigned to a same-day or express delivery order.

Where cancellation is no longer possible, customers may refer to our Refund Policy for information about eligible returns, exchanges, replacements, or refunds after delivery.

5. Same-Day and Express Delivery Orders

Same-day and express orders may be processed quickly.

For these orders:

1. Cancellation should be requested immediately after placing the order.
2. Cancellation is only possible while the order remains unprocessed.
3. Once the order has been assigned to a rider or courier, cancellation may no longer be possible.

If the order can no longer be cancelled, the customer may be able to return the item after delivery in accordance with our Refund Policy.

6. Refunds for Cancellations

Where an eligible cancellation has been approved:

1. The refund will be initiated after cancellation has been confirmed.
2. Refunds will generally be sent through the original payment method.
3. Payment-provider and bank processing times may vary.
4. Versatile Households cannot control processing times imposed by third-party payment providers or financial institutions.

Where applicable, delivery or other charges that have already been incurred may be treated in accordance with our Shipping Policy and Refund Policy.

7. Refused or Failed Deliveries

If a customer refuses to accept an order without first requesting or receiving cancellation approval:

1. Applicable delivery or return charges may be deducted from any refund where permitted.
2. Additional delivery costs may apply if another delivery attempt is requested.
3. Repeated refusal of orders may result in restrictions on certain future delivery or payment options.

Any refund will remain subject to the applicable Refund Policy and the circumstances surrounding the failed or refused delivery.

8. Contact Us

For cancellation requests or assistance, please contact:

Versatile Households

Kenya

Phone Number: 0713602885

Email: support@versatilehouseholds.com

Website: versatilehouseholds.com