Canceling Orders

If the order isn’t handed over for delivery yet, you can cancel it in the My orders section.

1. On the order page, click Cancel order.

   

2. Select the products that you don’t want to receive, or cancel the entire order.

3. Specify the cancellation reason.

If you cancel the order before it’s handed over for delivery, Ozon refunds you the product cost and the shipping cost. After the handover, only the product cost can be refunded.

I don’t see the “Cancel order” button

The Cancel order button may not be available if the order is already handed over for delivery.

If your order is delivered by a third-party delivery service, contact us via chat. We will help you to cancel it.

If you have already received the order, you can’t cancel it. You can make a return request.

Learn more about returns

Refund upon order cancellation

The paid delivery cost will not be refunded if you cancel the order after it has been out for delivery.

Refund statuses of a canceled order

You can view the refund status in the Returns section. It’s visible for 2 weeks.

Statuses and their values

• Money transferred to the card: we’ve sent the money to the card you used to pay for your order.

• Money returned to the Balance: we’ve sent the money to your Balance of funds. You can use it to pay for further orders on Ozon.

• The refund has not started yet: you’ll receive a notification once we refund the money. It usually takes up to 3 days.

• It was not possible to return the money: an issue occurred with your refund. Please, contact our support team.

For international transfers, the refund period can be extended.

Refund period after cancelling the order

Order was paid less than 6 hours ago

When you pay for the order, we hold the amount instead of charging it right away. If you cancel an order, we immediately release the amount you paid for the canceled products.

Usually, the bank doesn’t send a notification about reversing a payment. If you cancel an entire order, the charge for it disappears from the transaction history.

You can find full information about details on your payment and its reversal in the bank statement. If your payment wasn’t reversed, contact the support team of your bank.

Over 6 hours have passed after order was paid

We charge the card 6 hours after you pay for the order. If you cancel the order, we refund the money within 72 hours.

The refund period depends on the bank and the payment system.