Cancellation Policy

At STIR SMART SDN. BHD. (202601009328 (1671426-W)), we understand that you may occasionally need to cancel an order. This Cancellation Policy explains how cancellation requests are handled for purchases made through stirsmart.asia.

1. Cancellation Within 12 Hours

You may cancel your order within 12 hours of placing it and receive a full refund of the amount paid, including any delivery charges paid for a fully cancelled order.

Please send your cancellation request by email within this period. Eligibility is determined by the time we receive your email, rather than the time our team replies. Requests received outside our operating hours will be reviewed on the next working day.

No cancellation or administration fee will be charged for cancellations made within this 12-hour period.

2. How to Request a Cancellation

Email stirsmart@outlook.com with the subject line:

Cancellation Request – Order #[Your Order Number]

Please include:

Your order number.
Your full name.
The email address or telephone number used when placing the order.
Whether you wish to cancel the entire order or specific items.
Your reason for cancellation, if you wish to provide one. A reason is optional.

You may also call +60 11-1132 90830 for assistance. Please send an email as well so that there is a written record of your request.

Our team will confirm the cancellation status and any refund arrangements by email.

3. Requests Made After 12 Hours

If more than 12 hours have passed, please contact us as soon as possible.

We will check whether the order can still be stopped. If it has not been dispatched and fulfilment can reasonably be halted, we will endeavour to accommodate your request. Cancellation after the initial 12-hour period is subject to confirmation from our team.

If we accept a cancellation before dispatch, we will refund the amount paid for the cancelled items. For a full-order cancellation, this includes delivery charges.

4. Orders Already Dispatched

For requests made after the 12-hour cancellation period, an order that has already been handed to the courier generally cannot be cancelled in transit. You may instead request a return under our Refund and Returns Policy, subject to its eligibility requirements.

If you submitted your cancellation request within 12 hours but the order was dispatched before we could stop it, we will arrange an appropriate return or collection at our expense and honour the full-refund commitment. Please keep the goods unused and in their original packaging while we provide instructions.

Refusing delivery alone does not replace a cancellation or return request. Please contact our team so we can coordinate the appropriate arrangements.

5. Partial Cancellations and Order Changes

You may request cancellation of individual items within the same cancellation periods described above.

Refunds for partially cancelled orders will reflect the actual amount paid for those items after applicable discounts. Any adjustment to delivery charges or promotional eligibility will be explained before the partial cancellation is finalised. We will not charge an additional amount without your agreement.

If you wish to change a product, quantity, or delivery address, contact us promptly. Changes depend on the order’s fulfilment status. Where an amendment is not possible, we may advise you to cancel the eligible order and place a new one.

6. Cancellations by StirSmart

We may need to cancel all or part of an order where:

An item is unavailable or cannot be supplied.
Payment fails or cannot reasonably be verified.
A material pricing or product-listing error is identified.
Delivery cannot be arranged to the address provided.
There are reasonable grounds to suspect an unauthorised or fraudulent transaction.

Where possible, we will contact you to explain the issue and discuss available options. We will not substitute a different product or request an additional payment without your agreement.

If we cancel an order or an item that you have already paid for, we will refund the corresponding amount. If the entire order is cancelled, we will also refund the delivery charges paid.

7. Refund Arrangements

For approved cancellations, we aim to initiate your refund within 7 business days of confirming the cancellation. If dispatched goods must first be recovered, this period begins when the goods are returned or satisfactory evidence of return is provided.

Refunds will normally be issued through the original payment method. If that method is unavailable, we will agree on a suitable alternative with you.

Your bank or payment provider may require additional time to credit the refund to your account. We will not require you to accept store credit instead of a monetary refund unless you choose to do so.

If your refund has not appeared after the timeframe advised by your payment provider, please contact us for assistance.

8. Faulty, Damaged, or Incorrect Goods

The 12-hour cancellation period concerns voluntary order cancellations. It does not limit your rights where goods are faulty, damaged, incorrectly supplied, or materially different from their description.

Please contact us about these issues and refer to our Refund and Returns Policy for the applicable process.

9. Consumer Rights

Nothing in this Cancellation Policy excludes, restricts, or replaces any rights or remedies available under applicable Malaysian law, including the Consumer Protection Act 1999.

Where a policy term conflicts with a mandatory legal requirement, that legal requirement will prevail.

10. Changes to This Policy

We may update this policy from time to time. The version available when you placed your order will apply to that order, unless a change is required by law or is more favourable to you.

11. Contact Us

STIR SMART SDN. BHD.
Registration No.: 202601009328 (1671426-W)

Email: stirsmart@outlook.com
Phone: +60 11-1132 90830
Operating Hours: Monday to Friday, 9:00 AM–6:00 PM, excluding public holidays.

Address:
No. 26B (Tingkat 2), Jalan Perai Jaya 3,
Bandar Perai Jaya, 13600 Perai,
Pulau Pinang, Malaysia.