Order Cancellation Policy
Welcome to Havenluzio(Hereinafter Referred To As "We") online store. To help you clearly understand order cancellation arrangements and related refund handling, this order cancellation policy has been established. This policy applies to all orders placed through our online store.
1. Order Cancellation Conditions
We understand that you may need to adjust your order after placing it. The following conditions apply.
- Orders that have not been shipped within 48 hours after placement may be cancelled directly upon request.
- Orders placed more than 48 hours ago or orders that have already been shipped cannot be cancelled directly. In such cases, you may wait for delivery and then contact us to request a return and refund. For more information, please refer to the returns and exchanges policy.
2. Order Cancellation Process
If your order meets the cancellation conditions, please follow the steps below.
- Contact our customer service team via email or phone to submit a cancellation request, and provide your order number, payment proof, and other required information.
- Our customer service team will review your request promptly. Once approved, we will inform you of the result as soon as possible and arrange the refund accordingly.
3. Refund Process
Refunds will be processed according to the following guidelines.
- The refund will be returned to the bank card used at the time of payment(Visa, MasterCard).
- Depending on the processing efficiency of different card issuers, refunds are expected to be credited within 1 to 5 business days.
- If the refund is not received within this timeframe, please contact us for assistance.
For additional details regarding refunds, please refer to the refund policy.
Contact Us
Contact address: 354 Sandy Bluff Road, Green Sea, SC 29545-5160, United States
Customer service phone: +1 (917) 284-7754
Customer service email: care@havenluzio.com
Online hours: Monday to Friday, 9:00 to 12:30 and 14:00 to 18:00(Australia/Sydney, AEST/AEDT)