Order Cancellation Policy

 

Welcome to Renolivra (Hereinafter Referred To As "We") online store. This order cancellation policy explains the applicable conditions, request procedures, and refund arrangements related to order cancellations, helping you understand how orders are handled.

1. Order Cancellation Conditions

Whether an order can be cancelled depends on the time of placement and the current order status.

• Orders placed within 48 hours that have not yet been shipped may be cancelled directly upon request.
• Orders placed more than 48 hours ago or orders that have already been shipped cannot be cancelled. In such cases, you may wait for delivery and then contact us to request a return and refund.

2. Order Cancellation Procedure

To request an order cancellation that meets the applicable conditions, please follow the steps below.

1. First, contact our customer support team by email or phone and provide relevant order details, including the order number and payment confirmation.
2. Second, our support team will review and process your request promptly. Once approved, you will be informed of the outcome and the refund arrangement will be initiated without delay.

3. Refund Processing

After an order cancellation request is approved, refunds are handled as follows.

• Refund Method: The refund will be returned to the bank card used at the time of payment, including Visa or MasterCard.
• Refund Timing: Depending on the processing efficiency of different banking institutions, refunds are expected to be credited within 1 to 5 working days.
• If the refund is not received within the expected timeframe, please contact us for assistance.

4. Additional Notes

All products and services are provided exclusively through our online store, and no offline sales channels are available. Final order status is subject to system records and confirmation by our customer support team.

5. Contact Information

If you have any questions regarding order cancellation, refund progress, or related policies, please contact us through the following methods:

Contact Address: 10010 Sunset Place, San Antonio, TX 78245, United States
Customer Service Phone: +1 (903) 834-4147
Customer Service Email: hello@renolivra.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Europe/London, GMT/BST)