Cancellation policy

At NQN Decor, we understand that you may sometimes need to cancel an order. Our cancellation policy is designed to ensure a transparent, swift, and convenient process. Below are the details on how to cancel, refund timelines, and applicable conditions.

1. Cancellation Conditions

  • Cancellation Timeframe: You may cancel your order within 24 hours of placing it, provided the order has not entered production or shipping.

  • Eligible Products: The cancellation policy applies to all standard products. For custom or bespoke products, please contact us to confirm cancellation eligibility.

  • Payment Method: Refunds will be issued via the original payment method (bank transfer, credit/debit card, or digital wallet such as PayPal).

2. Cancellation Process

To cancel an order, please follow these steps:

  1. Contact Us within 24 hours of placing the order via:

    • Email: support@nqndecor.com

    • Phone: +84 968 590 586

    • Provide your order code and reason for cancellation (if applicable).

  2. Cancellation Confirmation:

    • We will review your request within 24 working hours and send a confirmation email if the cancellation is successful.

    • If the order has entered production or shipping, you will be guided to follow the return process (see Return Policy).

  3. Refund:

    • The refund will be processed via the original payment method within 10 working days after cancellation confirmation.

    • Depending on your bank or card issuer, the refund may take an additional 5-15 working days to appear in your account.

3. Cancellation After 24 Hours

If the order is past the 24-hour window:

  • Contact us via email at support@nqndecor.com.

  • If the order has not yet entered production or shipping, we may still assist with cancellation and refund.

  • If the order has been produced or shipped, you will need to follow the return process as outlined in the Return Policy.

Note: Custom or bespoke products may not be eligible for cancellation once production has started.

4. Refunds

  • Processing Time:

    • NQN Decor will process refunds within 10 working days after confirming the cancellation.

    • The time to receive funds depends on your bank, card issuer, or digital wallet, typically ranging from 5-15 working days.

  • Refund Method:

    • Via bank transfer, credit/debit card, or digital wallet (e.g., PayPal) based on the original payment method.

    • If the original method is unavailable, we will contact you to arrange an alternative (e.g., bank transfer).

  • Delayed Refund Support:

    • Check your bank account, digital wallet, or contact your card issuer.

    • If you have not received the refund after 15 working days, contact support@nqndecor.com with your order code for assistance.

5. Transaction Security

All order cancellations and refunds are processed through secure payment gateways, using SSL certificates (HTTPS) to protect your personal information. See details at our Privacy Policy.

6. Resolving Queries

If you have any questions or issues regarding order cancellations, we are committed to responding within 24 working hours:

  • Email: support@nqndecor.com

  • Phone: +84 968 590 586

  • Address: Tam Da, Yen Phong, Bac Ninh 16000, Vietnam. 

  • Support Hours: Monday to Friday, 08:00–18:00. 

If you are not satisfied with our resolution, you may request dispute resolution as per our Return Policy.