Order cancellation policy

This policy is intended to help you understand the applicable conditions, processing procedures, and refund arrangements related to order cancellations. We understand that after placing an order, customers may wish to cancel due to changes in preferences, order details, or other circumstances. Therefore, we make cancellation requests available whenever possible before an order enters the fulfillment process.

Order Cancellation Conditions

In most cases, orders that have not yet entered the processing stage may be eligible for cancellation within 24 hours of being placed.

Cancellation requests are reviewed based on the current status of the order. Because order processing may begin shortly after an order is submitted, the submission of a cancellation request does not guarantee that the request can be approved. We will verify the actual processing status of the order and notify you of the outcome accordingly.

To improve the likelihood of successful cancellation, we recommend submitting your request as soon as you decide that you no longer wish to proceed with the order.

Order Processing and Shipping Information

After an order is confirmed, it typically enters various stages of fulfillment, including order verification, inventory confirmation, warehouse sorting, product packaging, and shipping arrangements. Depending on the product type, inventory location, or delivery schedule, some orders may proceed through fulfillment relatively quickly.

Once an order has entered warehouse allocation, order sorting, packaging operations, carrier pickup scheduling, or shipping preparation, cancellation options may become limited.

When an order has been shipped and tracking information has been generated, the order is considered to have entered the transportation process. At this stage, we are generally unable to intercept or cancel the shipment.

If an order has already been shipped, customers may request after-sales assistance in accordance with the applicable Return & Exchange Policy after receiving the product.

How to Submit a Cancellation Request

If you would like to cancel an order, please contact customer support and submit a cancellation request with the relevant order information for verification purposes.

When submitting a request, please provide the following information whenever possible:

Order number

Name used when placing the order

Email address used for the order

Relevant order details, if applicable

Providing complete information helps us verify the order status more efficiently and process your request more effectively.

Refund Processing Time

For orders that meet the cancellation requirements and are approved for cancellation, refunds will be arranged after the cancellation request has been reviewed and confirmed.

Refunds are typically processed within 1 to 5 business days and will be returned through the original payment method. After the refund has been processed, the payment institution, credit card issuer, or third-party payment provider may require additional time to complete settlement and posting procedures.

As a result, the actual time required for funds to appear in your account may vary depending on the payment method, financial institution processing times, and regional factors. If you have not received your refund within a reasonable period, we recommend contacting your payment provider for additional information regarding the refund status.

Non-Cancellable Situations

Orders may no longer be eligible for cancellation under the following circumstances:

The order has entered verification, warehouse processing, or allocation stages;

The order has been packaged and is awaiting transfer to a shipping carrier;

The order has been handed over to a shipping carrier;

The order has entered the delivery process and tracking information has been generated;

The order has already been shipped.

In these situations, we will provide assistance based on the actual order status and recommend reviewing the applicable Return & Exchange Policy after the product has been received to determine available service options.

Contact Information

If you have any questions regarding order cancellations, refund status, or order processing progress, please contact us through the customer support channels available on our website.

When contacting us, please include your order number and relevant order information so that we can verify the order status more accurately and provide appropriate assistance.

Address: 4134 Ashbyburg Rd, Owensboro, KY 42301, US
Phone: +1 (270) 835-3009
Email: hello@lunorvexim.com
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Eastern Standard Time, EST)