Order Cancellation Policy
Heravelaon understands that plans can change after an order is placed. This Order Cancellation Policy explains when you may request cancellation, how cancellation requests are handled, and how refunds are processed for successfully cancelled orders.
This policy applies to orders for home furniture and related outdoor products shipped within the United States.
Cancellation Conditions
Orders Not Yet Shipped
If your order has not yet been shipped, you may request cancellation by contacting us as soon as possible.
We will review the current status of your order and make reasonable efforts to process the cancellation request before the order enters the shipping process. A cancellation is effective only after we confirm that the order has been successfully cancelled.
If your cancellation is successfully completed before shipment, you will receive a full refund through the original payment method.
Orders Already Shipped
Once your order has been shipped and entered the transportation process, it cannot be cancelled through the order cancellation process.
If you no longer need an item after it has been shipped, please wait for the order to be delivered. After delivery, you may request a return if the order and product qualify under our Returns & Refunds Policy.
An order that has already shipped cannot be refunded through the cancellation process. Any eligible return and refund request after delivery will be handled according to our Returns & Refunds Policy.
How to Cancel an Order
To request cancellation of an order that has not yet shipped, please contact us as soon as possible.
Email is the preferred contact method for order cancellation requests:
Please include your order information so that we can identify and review your order.
Phone
You may also contact us by phone:
+1 (386) 742-6813
Our customer service hours are Monday–Friday, 9:00 AM–6:00 PM Central Time.
Information Required for Cancellation Requests
When submitting a cancellation request, please provide the following information whenever possible:
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Order number
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Name associated with the order
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Email address used for the order
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Payment confirmation or other information reasonably necessary to verify the order, if needed
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A brief description of your cancellation request
For your security, please do not send your full credit card number, CVV, password, or other unnecessary sensitive payment information by email.
Cancellation Request Processing
After receiving your cancellation request, we will review the current order status and process the request according to this policy.
If the order has not yet shipped, we will make reasonable efforts to cancel it before it enters the shipping process.
If the order has already shipped, we will inform you that the order cannot be cancelled and explain the available return options after delivery.
We will communicate the result of your cancellation request through an appropriate contact method.
Because an order may enter the shipping process after it has been placed, we cannot guarantee that every cancellation request submitted before shipment will be successful. The cancellation is considered completed only after we confirm it.
Cancellation Confirmation
If your cancellation request is successfully processed, we will notify you that the order has been cancelled and arrange the applicable refund.
If the order has already shipped and cannot be cancelled, we will inform you and direct you to our Returns & Refunds Policy for applicable options after delivery.
Refunds for Cancelled Orders
A successfully cancelled order that has not yet been shipped will receive a full refund.
The refund will be issued through the original payment method used for the purchase and returned to the original payment account or payment method.
Refund Timing
Once a cancellation has been successfully completed, we will arrange the refund as soon as reasonably possible.
The refund will be processed through the original payment method. The time required for the refund to appear in your account may vary depending on your bank, credit card company, or other payment provider.
Refunds may take approximately 1–5 business days to appear after processing, depending on the financial institution.
Cancellation vs. Returns
Cancellation and returns are separate processes.
Cancellation
Cancellation applies to an order that has not yet been shipped. If the cancellation is successfully completed before shipment, the order will receive a full refund through the original payment method.
Return
A return applies after an order has been shipped and delivered when you wish to send the product back and the order qualifies under our Returns & Refunds Policy.
If an order has already shipped, the cancellation process cannot be used to obtain a direct refund. Instead, please wait for delivery and then follow the applicable return process described in our Returns & Refunds Policy.
Order Status and Shipping
Orders generally require 1–3 business days for processing before shipment. Once an order has entered the shipping process, it cannot be cancelled through the order cancellation process.
For additional information about shipping, including estimated transit times and tracking, please refer to our Shipping Policy.
We cannot guarantee that a shipment can be stopped or recalled after it has entered the transportation process.
Contact Us
If you have questions about cancelling an order or need assistance with your order status, please contact us:
Email: solutions@heravelaon.com
Phone: +1 (386) 742-6813
Address: 4345 Alvin St, Hastings, FL 32145, United States
Hours: Monday–Friday, 9:00 AM–6:00 PM Central Time
Email is the preferred contact method for order cancellation requests.