If you placed an order by mistake or changed your mind on the Fairphone website, you can easily cancel your order yourself within the first two hours of placing it.

How to cancel your order within two hours of purchase

The option to cancel an order yourself is only available within the first two hours of placement. Whether you checked out as a guest or used an account, you can cancel your order using either of the following methods:

Option 1: Via your confirmation email

1. Open your order confirmation email.
2. Select the link to your Order Overview page.
3. Select CANCEL ORDER in the top right corner.
4. Confirm your request.

Option 2: Via your Fairphone account

1. Log in to your Fairphone account.
2. Navigate to My Orders.
3. Select the order you wish to cancel.
4. Select Cancel order on the right side of the page.

What happens after cancellation

• Confirmation: You will receive an automated email once the cancellation is processed.
• Refunds: Funds will return to your original payment method. Please allow two to five business days for the refund to appear in your account.
• Immediate cancellations: If a cancellation is submitted within the two-hour window, it is processed immediately and cannot be reverted.
• Standard cancellations: If you submitted a cancellation request after the two-hour window and a support ticket was created, you can still change your mind. To keep your order, simply reply to the support ticket and let us know.

What to do if the cancel button is missing or you have no order details

If the cancel button is not visible

• Contact customer support: You can still contact customer support to check if a manual delivery stop is possible.
• Refuse delivery: If the order is already in transit, do not accept the package. Instruct the courier to return it to the sender and contact customer support. We will process your refund once the package arrives back at our warehouse.

If you did not receive a confirmation email and do not have an order number

If you have not received an email, please check your Spam, Junk, and Promotions folders, as confirmation emails can sometimes be filtered there.

If you still cannot find your confirmation email and do not have your order number, an automated cancellation is not possible. Please contact customer support immediately by creating a ticket and provide:

• The email address used at checkout
• The full name on the shipping address

This allows us to locate your order and attempt to stop the shipment manually.

Important order limitations

• Once an order is paid, we cannot modify the items or the shipping address.
• Only minor administrative changes can be made to an invoice.

Still need help?

If you still require assistance, reach out to our customer support team. You can also open a support request directly through the My Fairphone app pre-installed on your device.