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Order cancellation policy

 

Welcome to Xaliveron (hereinafter referred to as "we"). This order cancellation policy is intended to explain when an order may be cancelled, how to submit a cancellation request, and how refunds are handled, so you can clearly understand the available options.

1. Order cancellation conditions

Order cancellation is subject to the following conditions based on order status and processing progress.

  • Orders that have not yet been shipped may be cancelled within 48 hours after the order is placed.
  • Orders placed more than 48 hours ago or orders that have already been shipped are not eligible for cancellation.
  • If an order cannot be cancelled, you may wait until delivery is completed and then contact us to request a return and refund. Additional details are available in the applicable returns and exchanges policy.

2. Order cancellation procedure

To request an order cancellation, please follow the process below.

  • Contact our customer support team by email or telephone and submit a cancellation request, including your order number and relevant payment information.
  • Our customer support team will review your request promptly after it is received.
  • If the cancellation request meets the required conditions, you will be informed of the result and a refund will be arranged without delay.

3. Refund arrangement

Refunds approved as a result of order cancellation are processed according to the following guidelines.

  • Refund method: refunds are issued to the bank card originally used for payment, including Visa and MasterCard.
  • Processing time: depending on the handling speed of the card issuing institution, refunds are expected to be credited within 1 to 5 working days.
  • If the refund is not received within this timeframe, please contact us for assistance.

4. Contact information

If you have questions about this order cancellation policy or need assistance with an existing order, you may reach us using the details below.

Contact address: 13294 Via Santillana, San Diego, CA 92129, United States
Customer service phone: +1 (530) 801-9702
Customer service email: support@xaliveron.com
Online hours: Monday to Friday, 9:00 to 12:30 and 14:00 to 18:00 (Europe/London, GMT/BST)