Cancel Policy

Cancellation Policy

Softliva, operated by Masud Trading
Last updated: September 20, 2026

This policy explains how you can cancel an order placed on softliva.com.

1. Cancelling before your order ships

You can cancel your order free of charge as long as it has not been shipped. To request a cancellation, contact us as soon as possible with your order number:

Email: info@softliva.com
Phone: +358 465383157 (Monday-Friday, 9:00-17:00 EET)

Orders are processed within 1 business day of being placed, so please contact us quickly. Once we confirm the cancellation by email, the order is cancelled and you will receive a full refund.

2. Cancelling after your order has shipped

We cannot cancel an order once it has been handed to the carrier. You can refuse the delivery or return the items to us after receiving them. Returns are handled under our Returns Policy, and your statutory right of withdrawal as a consumer is not affected by this policy.

3. Changing an order

We cannot edit an order after it has been placed. To change items, sizes, or the delivery address, cancel the order (if it has not shipped) and place a new one. Contact us right away and we will try to help if the order is still being prepared.

4. Cancellations by Softliva

We may cancel an order, in whole or in part, if:

an item is out of stock or no longer available,
there is a pricing or product information error,
payment cannot be authorised or verified, or
we suspect fraud or unauthorised use of a payment method.

If we cancel your order, we will notify you by email and refund any amount you have paid in full.

5. Refunds for cancelled orders

Refunds for cancelled orders go back to the original payment method within 14 days of the cancellation being confirmed. Your bank or payment provider may need additional time to show the refund in your account.