1. Overview

At Pooltra, we begin processing orders as quickly as possible so that they can move through production, fulfilment and delivery without unnecessary delay. Some Pooltra products may be printed, produced, sourced or prepared after an order is placed.

Customers may request cancellation before an order has progressed too far in the production or fulfilment process. However, submitting a cancellation request does not guarantee that the order can be cancelled.

2. How to Request an Order Cancellation

Pooltra does not currently provide an automatic cancellation button within the customer account area. To request cancellation, please contact us by email as soon as possible.

Send your cancellation request to: support@pooltra.com

We recommend using the following subject line:

Please include the following information:

• Your Pooltra order number;
• The full name used while placing the order;
• The email address or phone number associated with the order;
• The product or products you wish to cancel, if requesting partial cancellation; and
• The reason for cancellation, if you wish to provide one.

Please ensure that the information provided is accurate so that we can identify and review your order without unnecessary delay.

3. Cancellation Eligibility

We will make reasonable efforts to process a cancellation request when the order has not yet entered production, fulfilment, preparation, packing or shipment.

A cancellation may be approved when the relevant order or product has not yet:

• Entered printing or production;
• Been submitted to or accepted by a fulfilment partner;
• Entered order preparation or processing that cannot reasonably be stopped;
• Been packed or prepared for dispatch;
• Been handed over to a shipping or delivery provider; or
• Been shipped or dispatched.

Cancellation eligibility will be determined using the actual production, fulfilment and shipping status available to Pooltra at the time the request is reviewed.

4. No Guaranteed Cancellation Window

Pooltra does not guarantee a fixed cancellation period after an order is placed. Some orders may enter production or fulfilment shortly after successful placement or payment.

Customers should therefore submit cancellation requests as soon as possible. A cancellation request is not automatically eligible merely because it was submitted within a particular number of minutes or hours after the order was placed.

The ability to cancel will depend on the order’s actual status when Pooltra reviews the request.

5. Made-to-Order, Printed and Fulfilled Products

Certain products sold by Pooltra may be printed, produced, sourced, prepared or fulfilled after an order is received. This may include products manufactured or fulfilled through third-party production and fulfilment partners.

Once production, printing, fulfilment or another irreversible processing stage has begun, cancellation may no longer be possible, even if the order has not yet been shipped.

This limitation exists because production or fulfilment costs may already have been incurred and the product may already be in the process of being prepared specifically for the order.

6. Cancellation Confirmation

Sending an email or other communication requesting cancellation does not itself cancel an order.

After reviewing the request, Pooltra will communicate the outcome using the contact details associated with the order or the cancellation request.

The request may result in:

• Cancellation approved: Pooltra will confirm that the order, or the eligible part of the order, has been cancelled.
• Cancellation not possible: Pooltra will inform the customer if production, fulfilment, preparation, packing, shipment or another non-reversible processing stage has already begun.
• Additional information required: Pooltra may request further details when necessary to identify the order, verify the request or determine its current status.

Customers should consider an order cancelled only after receiving written confirmation from Pooltra.

7. Prepaid Order Cancellations and Refunds

If the cancellation of a prepaid order is approved, the eligible refundable amount will generally be returned to the original payment method used for the purchase.

Pooltra generally aims to initiate an approved cancellation refund within 5–7 business days after the cancellation has been confirmed. Once the refund has been initiated, the customer’s bank, card issuer, payment gateway, payment provider or other financial institution may require additional time to process and display the amount.

The time taken for the refunded amount to appear may vary depending on the payment method, financial institution, country, currency and payment provider.

Pooltra cannot control processing delays caused by banks, card issuers, payment providers or other financial institutions after a refund has been successfully initiated.

8. Cash on Delivery (COD) Order Cancellations

If an eligible Cash on Delivery order is cancelled before payment has been collected, no refund will generally be required because no payment has yet been received from the customer.

If any advance payment, partial payment or other amount was collected in connection with a COD order, any approved refundable amount will be handled according to the applicable refund process.

COD availability may depend on the delivery location, order value, product eligibility and other operational considerations.

9. Partial Order Cancellation

Customers may request cancellation of one or more products from an order. Partial cancellation will be subject to the production, fulfilment, preparation, packing and shipping status of each applicable product.

Pooltra may approve cancellation for eligible products while being unable to cancel other products that have already progressed beyond a cancellable stage.

If a partial cancellation is approved for a prepaid order, the eligible amount relating to the cancelled product or products will be refunded in accordance with this policy.

10. International Order Cancellations and Refunds

Approved refunds for international prepaid orders will generally be issued through the original payment method and in accordance with the payment provider’s supported refund process.

The amount ultimately reflected in the customer’s account may be affected by currency conversion, exchange-rate changes, cross-border payment processing, or charges independently applied by the customer’s bank, card issuer or payment provider.

Pooltra is not responsible for foreign-exchange differences, international transaction charges, conversion charges or other fees independently imposed by a bank, card issuer, payment provider or financial institution, except where applicable law requires otherwise.

11. Orders That Have Already Been Shipped

Orders that have already been shipped, dispatched or handed over to a shipping or delivery provider cannot ordinarily be cancelled.

Refusing delivery, failing to accept a shipment or failing to collect an order does not automatically create eligibility for a full refund. Any resulting request will be reviewed in accordance with Pooltra’s applicable policies and the circumstances of the order.

If you have an issue after an order has been shipped or delivered, please review our Refund & Return Policy and contact Pooltra Support where applicable.

12. Changes to an Order

Requests to change an order, including changes to product, design, size, colour, quantity, variant, delivery address or other order information, are not guaranteed after the order has been placed.

Customers should contact support@pooltra.com immediately after identifying an error. Pooltra will make reasonable efforts to assist where possible, but changes may not be available after production, fulfilment, preparation, packing or shipment has begun.

A request to change an order may, where operationally appropriate, require cancellation of the original eligible order and placement of a new order. Pooltra will communicate the available option after reviewing the request.

13. Incorrect or Incomplete Order Information

Customers are responsible for reviewing their order information before completing the purchase, including product selection, size, colour, quantity, delivery address, contact information and other relevant details.

Pooltra cannot guarantee that incorrect or incomplete information can be changed after an order has entered production, fulfilment, packing or shipment.

Additional costs arising from customer-provided incorrect or incomplete information may not be refundable, except where required by applicable law.

14. Cancellation by Pooltra

Pooltra reserves the right to cancel an order, in full or in part, where reasonably necessary. Reasons may include, but are not limited to:

• Payment failure, payment reversal or unsuccessful payment verification;
• Suspected fraud, unauthorized activity or security concerns;
• Incorrect pricing, technical errors or material product-information errors;
• Product, material or inventory unavailability;
• Production or fulfilment limitations;
• Incomplete, invalid or undeliverable delivery information;
• Inability to deliver to the selected destination;
• Shipping, customs, carrier or operational restrictions;
• Legal, regulatory, sanctions, trade or compliance requirements;
• Violation of Pooltra’s Terms & Conditions;
• Events beyond Pooltra’s reasonable control; or
• Any other circumstance that makes fulfilment unlawful, unsafe, impracticable or commercially unreasonable.

If Pooltra cancels a prepaid order, any eligible amount received for the cancelled order or cancelled products will generally be refunded to the original payment method, subject to applicable law and the relevant payment provider’s processes.

15. Cancellation Requests Through Other Channels

To help ensure that requests are properly recorded and reviewed, cancellation requests should be sent to: support@pooltra.com

Requests submitted through social-media comments, social-media messages, public posts or other unofficial channels may not be monitored continuously and may not be treated as a valid or timely cancellation request.

Customers should not send sensitive payment information, card details, passwords or one-time passwords when requesting cancellation.

16. Relationship With the Refund & Return Policy

This Cancellation Policy primarily applies to requests made before an order has progressed beyond a cancellable stage.

Once an order has entered production, fulfilment, shipment or has been delivered, any request involving a defective, damaged, incorrect or otherwise eligible product will be considered under Pooltra’s Refund & Return Policy , where applicable.

Cancellation, return, replacement and refund eligibility may differ because each applies at a different stage of the order process.

17. Your Statutory Rights

Nothing in this Cancellation Policy is intended to exclude, limit or override any consumer right or remedy that cannot lawfully be excluded or limited under applicable law.

Where mandatory consumer-protection laws provide rights that differ from this policy, those mandatory legal rights will apply to the extent required.

18. Policy Updates

Pooltra may update this Cancellation Policy periodically to reflect changes in our products, fulfilment processes, payment methods, business practices, legal requirements or operational needs.

The updated policy will be published on this page with a revised “Last Updated” date. Customers are encouraged to review the policy before placing an order.

19. Contact Pooltra

If you have questions about this Cancellation Policy or wish to request an order cancellation, please contact us using the details below.