Order Cancellation Policy

Welcome to the Hemsleyra online store (hereinafter referred to as “we”, “our”, or “us”). This page explains the applicable conditions, processing procedures, and related information regarding order cancellation requests. If users need to modify or cancel an order after submission, they may refer to the following information.

1 Order Cancellation Conditions

Order cancellation requests are generally evaluated based on the current processing status of the order:

• Orders that are within 36 hours of submission and have not yet entered the shipping process may generally be eligible for cancellation requests.

• If an order exceeds 36 hours or has already entered the shipping process, it may no longer be possible to cancel the order directly. In this case, users may contact customer support after the package has been delivered to request a return and refund.

For more detailed information regarding returns and refunds, please refer to the website’s Return and Exchange Policy.

2 Order Cancellation Process

If you need to cancel an order, please follow these steps:

1. Contact our customer support team via email or phone to submit a cancellation request and provide the order number, payment confirmation, or other relevant order information.

2. After receiving the request, the customer support team will review the information and process the request according to the current order status. The result and any necessary follow-up arrangements will be communicated through your contact details.

3 Refund Method

Once an order cancellation request has been reviewed and approved, the refund is generally processed through the original payment method.

The refunded amount is typically returned to the payment card account used for the order, such as Visa or MasterCard.

Due to differences in processing procedures among financial institutions, the time required for the refund to appear may vary. In most cases, the transaction may appear in the account record within 3–5 business days.

If the refund record does not appear after the expected timeframe, you may contact customer support for further assistance. Additional information regarding refund procedures can be found in the website’s Refund Policy.

4 Responsibility Statement

• Order cancellation requests must correspond with valid order information to allow verification and processing.

• If an order has already entered the logistics or shipping arrangement stage, the order process may not be immediately adjustable.

• The time required for cancellation processing may be affected by factors such as order status, system processing procedures, or banking institution processing cycles.

• After submitting a cancellation request, it is recommended to wait for the response from the customer support team to avoid duplicate requests that may affect the inquiry process.

• If an order needs to be handled through the return process, the procedure will generally follow the website’s return and exchange guidelines.

5 Contact Us

If you have questions regarding order cancellations or related order matters, you may contact us through the following methods:

Address: 9308 HOWZE RD, GLEN ALLEN, VA 23060-2807, US
Customer Service Phone: +1 (804) 430-6101
Customer Service Email: warrantydesk@Hemsleyra.com

Service Hours: Monday to Friday, 9:00–12:00 and 14:00–18:00 (Eastern Standard Time, EST)