Shipping policy

This page explains how orders are processed for shipping and how to cancel an order before it ships.

• For post‑delivery cancellations under consumer law, see the EU Right of Withdrawal section of our Returns policy.

• For returns or exchanges outside of the legal withdrawal period, see Returns.

1) Order processing timetable and cancellation

Orders are processed at 10:00 a.m. (EET/UTC +3) on the next business day and are shipped within 1-2 business days. Please consider that holidays may impact processing and shipping times. All orders are processed and shipped from within the European Union. 

You may request to cancel until 10:00 a.m. on the next business day. After that time, processing begins, and cancellation may no longer be possible. If we cannot cancel, please refer to the Returns page after delivery.

2) How to request a cancellation

Please email support@soomamedical.com with the subject line “Cancellation Request” and include:

• Full name

• Order number found in your Order confirmation email (Example:  #1001)

• Items to cancel 

• Reason for cancellation

We will email you to confirm whether the cancellation was successful. If the order cannot be canceled because it has already entered fulfillment, we will advise you on your next steps.

3) What happens to your payment

• Credit/debit card & other methods: If the cancellation is approved before processing (before the 10:00 a.m. cutoff), we will void the authorization. If already captured, we will refund the payment to your original method.
  
  

• Klarna Pay Later/Pay in 3/Financing: If we approve the cancellation before processing (before the 10:00 a.m. cutoff), we will void or adjust the charge on our side and Klarna will cancel or update your plan accordingly. If a capture already occurred, we will issue a refund and Klarna will update your statement.

• The processing times for refunds/cancellations vary depending on the payment service provider. We send cancellations/refunds without delay, but we have no control over the processing times of banks.

4) Address changes

• Address changes: We can update your shipping address only before processing (before the 10:00 am cutoff). If the order has shipped, we will provide you with contact information for the carrier for redirection options.

5) Contact

• Email: support@soomamedical.com

If you are contacting us about an urgent cancellation, please include “URGENT” in the subject line.

6) Related policies

• Returns