Order Cancellation Policy

This Order Cancellation Policy explains how and when an order may be cancelled, as well as the related refund arrangements. It is prepared in accordance with applicable UK consumer requirements, data protection principles under GDPR, and marketplace standards.

1. Order Cancellation Eligibility

• Orders may be cancelled before they are dispatched.

• Once an order has been dispatched, it can no longer be cancelled and must instead follow the return and refund process after delivery.

2. Cancellation Timeframe

• Cancellation requests should be submitted as soon as possible after placing the order.

• If the cancellation request is received before dispatch, the order will be cancelled without any charges.

• If the request is received after dispatch, the order cannot be cancelled and must be handled as a return in accordance with the Return, exchange, and refund policy.

3. How to Cancel an Order

To request an order cancellation:

• Contact customer support with your order number and cancellation request.

• Our support team will confirm whether the order is still eligible for cancellation.

• If eligible, the order will be cancelled and a refund will be initiated.

4. Cancellation After Dispatch

• Orders that have already been dispatched cannot be cancelled.

• In such cases, you may refuse delivery or return the item after receipt by following the return procedure.

• Returned items must meet the return conditions in order to qualify for a refund.

5. Refunds for Cancelled Orders

• Refund Method: Approved refunds for cancelled orders will be issued within 1–3 business days to the original payment method used at checkout.

• Refund Timing: The time required for the refunded amount to appear in your account depends on your card issuer or payment provider and may vary.

6. Non-Cancellable Situations

Order cancellation may not be possible in the following situations:

• The order has already been dispatched.

• The order is in the final stage of processing and cannot be stopped.

In such cases, the order will need to follow the standard return and refund process after delivery.

7. Additional Information

• Cancellation requests are processed during business hours only.

• Processing times may vary during peak periods.

• This policy applies to all orders placed through our online store.

8. Contact Information

For order cancellation requests or related questions, please contact customer support using the details below:

Contact Address:
393 Unomachi 4-chome, Uwacho, Seiyo City, Ehime Prefecture 797-0015, Japan

Customer Service Phone:
+81 894 25 4487

Customer Service Email:
partnership@luxeupio.com

Service Hours:
Monday to Friday, 09:00–12:00 and 14:00–17:00 (CET)