How Can I Cancel an Order I’ve Already Placed?

Overview

If you’ve placed an order on Ozone.bg and need to cancel it, you can do so easily—provided the order has not yet entered processing or shipping.

The cancellation options depend on:

• The order status

• The payment method used

Before You Begin

You can cancel your order directly from your account only if it has not started processing.

If the order is already being prepared or shipped, cancellation may no longer be possible, and you may need to initiate a return after delivery.

Option 1: Cancel from Your Account (Self-Service)

If your order is still in “Pending” or similar status:

1. Log in to your Ozone.bg account.

2. Go to My Orders.

3. Select the relevant order.

4. Click Cancel Order.

5. Confirm the cancellation request.

You will receive a confirmation once the cancellation is successful.

Option 2: Contact Customer Support

If:

• The cancellation button is not available

• You paid by credit/debit card

• You used a digital wallet

• The order status has changed

You must contact customer support immediately.

How to Contact Support:

• ? Email: support@ozone.bg

• ? Live Chat (via website)

• ? Phone (listed on the Contact page)

Provide:

• Order number

• Full name used in the order

• Reason for cancellation

The support team will confirm whether cancellation is still possible.

Refund Information

Refund processing depends on your payment method:

• Card payments: Refunded back to the original card.

• Wallet payments: Refunded to your Ozone wallet.

• Cash on Delivery: No charge if successfully canceled before shipment.

Refund timelines may vary depending on banking processes.