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Some items in our store may be offered to you as a subscription, a pre-order or try before you buy. This cancellation policy lays out how you can change or cancel these kinds of purchases. Products will be clearly labelled on the product description page.

How to Cancel an Order

Contact us right away with your order number within 24 hrs of purchase. We’ll confirm the cancellation and process your refund (minus a 5% processing fee) within 3–5 business days to the original payment method. It may take up to 10 business days for your refund to appear on your bank statement. To request a cancellation, please contact us at admin@theballdepot.com or reply directly to your order confirmation email. Always include your order number in the message. All cancellation requests must be sent in writing within 24 hours of purchase and include your order number. Verbal requests or requests made through social media will not be accepted.

Important Notes

• Some products are made to order and cannot be cancelled once production has started. These items will be clearly marked on the product page.  
• Orders placed with “Buy Now, Pay Later, Pre-order” or third-party financing may have additional restrictions and cancellation fees.
• We reserve the right to refuse cancellation requests in cases of suspected fraud or abuse.

• A 5% processing fee will be deducted from all returns.

Chargebacks & Disputes

Unauthorized chargebacks will result in a $45.00 USD administration fee plus any incurred chargeback fees, deducted from any refund owed or payable before future orders are shipped. Remaining balances will be issued as store credit. The Ball Depot reserves the right to restrict future purchases at its discretion.

If a customer initiates a chargeback or payment dispute instead of contacting us first, we reserve the right to ban the account from future purchases and may report the incident to Shopify’s fraud protection system. In addition, we reserve the right to convert the sale amount to an in-store credit minus any administration fees. Any fees associated with the unauthorized charge back will be the purchasers responsibility.

Abuse of Cancellation Policy

Repeated cancellations, frequent order changes, or any pattern that appears to abuse this policy may result in the cancellation of your account and refusal of future orders.

Contact Deadline

To cancel a regular order, you must contact us by email and receive confirmation before the cancellation window closes within a 24 hour period. You may cancel a Pre-order within 40 hours of purchase. Simply sending an email after the deadline does not qualify as a timely cancellation.

Refunds for Cancelled Orders

All approved cancellations on normal purchases will be refunded to the original payment method within 3–5 business days if cancelled before the allowable time period. Please allow up to 10 business days for the funds to appear in your account, depending on your bank or card provider. A 5% processing fee will be deducted from the refund total.

Final Sale Items

Certain products marked as "Final Sale" or "Made-to-Order" on the product page are non-cancellable once the order is placed. These items will be clearly identified before checkout.

Cancellation Fees

Cancellations after the allowed window are not permitted. If an exception is made, a 15% restocking fee will be deducted from your refund. No exceptions for made-to-order or final-sale items.

A 5% processing fee is deducted from all refunds.

Non-Cancellable Items

Items marked “Final Sale,” “Made-to-Order,” or “Custom” on the product page are strictly non-cancellable. No exceptions.

Non-Delivery

If we fail to deliver your order within 60 days of the expected delivery date (or within 60 days of purchase if no date was provided), you have the right to cancel the order and receive a full refund.

Subscriptions

When you purchase a subscription you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select.
Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance.
Some subscriptions may auto-renew at the end of their duration. If you don't want to renew a subscription you can cancel it.
If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there.
See our returns policy for more details on returns and refunds.

 Pre-orders

When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We may collect no payment, full payment or a partial deposit at checkout, store your payment method, then fulfill at a future date. 
You can cancel a partially paid pre-order order that has not yet been fulfilled. If the order has been fulfilled or full payment received, then you can't cancel the order or request a refund unless the product you receive is damaged. See our returns policy for more details on returns and refunds. 

further, some pre-orders can be cancelled within 40hrs. After 40hours, pre-order cancellations are eligible for store credit only. Store credit expires in 90 days and can be used on anything in the shop. A 5% processing fee is deducted from the refund total.

Try before you buy

When you purchase a try before you buy item, we authorize your payment method before fulfilling the order. You will have a certain amount of time to decide if you want to keep the item. Once the time period has passed, if you have not returned the item, we will charge your payment method for the full amount.

Governing Law

This Cancellation Policy is governed by the laws of Canada and the province of British Columbia. Any disputes arising from this policy will be resolved exclusively in the courts of British Columbia.

Pode contactar-nos através dos nossos [canais de contacto, por exemplo, formulário de e-mail, página de contacto] para nos enviar qualquer feedback ou dúvida. Responderemos o mais breve possível durante o nosso horário de funcionamento.