Cancellation Policy

Contact orders@caspernine.ae as soon as possible with the order number and cancellation request. A request is not confirmed until Casper Nine accepts it in writing.

Where an order has not entered production, preparation or dispatch, we will assess whether it can be cancelled. If accepted and payment was captured, the appropriate refund will be submitted to the original payment method.

Customised, personalised, made-to-order, colour-selected or specially configured products may enter production shortly after approval. Once production starts, a voluntary change-of-mind cancellation may not be possible. This does not limit mandatory rights for defective, damaged, incomplete or materially misdescribed goods.

Once an order has been dispatched, a cancellation request may instead be handled under the applicable delivery and return rules. If the customer refuses delivery or cancels at delivery solely because of a change of mind, without a valid damage, defect, incomplete-delivery, incorrect-item or material-misdescription claim, the actual delivery and return cost will be deducted from any approved refund based on the location and emirate, subject to a minimum of AED 50 and maximum of AED 200.

The deduction does not apply where Casper Nine is at fault or where it would limit a mandatory UAE consumer right. After delivery, the Refund & Returns Policy applies.

We may cancel an order where reasonably necessary, including payment failure, suspected fraud, pricing error, unavailable stock, production or delivery limitations, or an unlawful transaction. If we cancel after capturing payment, the appropriate refund will be processed.

Approved refunds are normally submitted to the original payment method. The time for funds to appear after submission depends on the payment provider, card issuer, bank or buy-now-pay-later provider.

Nothing in this policy excludes a cancellation, refund or other remedy that cannot lawfully be excluded under applicable UAE law.