Order cancellation

Can I cancel my order from the Sonarworks store?

Yes, you can. Mistakes can be made when ordering and oftentimes our support team cannot react quickly enough to avoid further issues (this is especially problematic for hardware products). If you need to cancel your order for any reason, you can easily do that from the order status page.

How much time do I have to cancel my order?

The option to cancel your order is guaranteed to be available for a minimum duration of 1 hour from placing the order. Our support team will still be there to solve any further problems, however, after the 1-hour deadline has passed, the dispatch for hardware shipments can no longer be guaranteed to be stopped upon request. 

The order cancellation option in the order status page will be available for unfulfilled orders only. After an order is fulfilled (prepared and dispatched), the cancellation option will disappear. This means that order cancellation will be available for a varying amount of time, depending on the capacity of our Fulfillment Team at the given moment. Oftentimes the cancellation option will be there for several hours.

How to cancel an order in our store:

1. Go to the order confirmation email that you received after completing your order:
2. Click on the order status page link to access the access your order options:
3. Click on the Cancel button to cancel your order:
4. That's it, you have successfully canceled your order! After the order is canceled (or it has already been fulfilled), the option will no longer be available:

What's next?

At this point, there is no more action required from the customer - the dispatch of any hardware products is stopped, and your cancellation request is forwarded to our support team with an escalated priority status.

Keep in mind that there are no automatic refunds involved when canceling an order. Our support team will still have to manually process the involved refunds, license suspensions, etc. - we will take care of everything.

There is no need to submit an additional support request either - we will get back to you and confirm that everything has been taken care of (or look into further issues should there be any). If there is any additional information that you consider necessary in order for us to resolve the matter, please submit a support request below!