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Order Cancellation Policy

 

This Order Cancellation Policy applies to the Helonirva online store (hereinafter referred to as “we” or “us”) and explains the conditions, procedures, and considerations related to order cancellation.

1. Scope of Application

This policy applies to orders that have been successfully placed and paid for through our website.
It applies to online orders only and does not involve any offline transactions.

2. Timeframe for Order Cancellation

You may request to cancel an order within 48 hours after payment confirmation, provided that the order has not entered the preparation, dispatch, or carrier handover stage.

Whether an order can be cancelled depends on its current processing status.

3. Orders That Cannot Be Cancelled

An order cannot be cancelled once any of the following has occurred:

  • Order preparation has begun;

  • The order has been scheduled for dispatch;

  • The order has been handed over to a delivery service or marked as shipped.

In such cases, you may submit a request after receiving the item in accordance with the applicable Returns and Exchanges Policy.

4. How to Request a Cancellation

To request an order cancellation, please contact us using the details provided on the website and include:

  • Your order number;

  • The contact details used for the order;

  • A brief explanation of the cancellation request.

We will review your request and inform you of the outcome as soon as possible.

5. Handling of Cancelled Orders

Once a cancellation request is approved, the order will stop processing.
If payment has already been completed, any applicable refund will be handled according to the relevant refund arrangements.

6. Relation to Other Policies

If an order cannot be cancelled, further handling will follow the website’s Returns and Exchanges Policy.
Please refer to the relevant policy page for detailed conditions, procedures, and timelines.

7. Policy Updates

This Order Cancellation Policy may be updated based on operational needs.
Any updates will take effect once published on the website.

8. Contact Us

If you have any questions regarding the order cancellation process or specific situations, please feel free to contact us using the details below. We will provide the necessary clarification and assistance.

Address: 1775 17TH AVE S APT D, SEATTLE, WA 98144-4348, United States
Telephone: +1 (360) 581-2708
Email address: client@helonirva.com
Opening hours: Monday to Friday, from 9:00 AM to 18:00 PM (Europe/London, GMT/BST)