Order Cancellation Policy

 

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

1. Order Cancellation Eligibility

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

• If an order is placed within 48 hours and has not yet entered the shipping process, you may submit a cancellation request directly.
• If an order has been placed for more than 48 hours or has already been shipped, cancellation is no longer available. In such cases, you may wait for delivery and then contact us to request a return and refund.

2. Order Cancellation Process

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

1. First, contact our customer support team via email or phone and provide the required information, including your order number and payment confirmation.
2. Second, our support team will review your request promptly. Once approved, you will be informed of the result at the earliest opportunity, and the refund process will be arranged accordingly.

3. Refund Procedure

After a cancellation request has been approved, refunds are processed 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 further assistance. Additional refund related information can be found in the refund policy.

4. Additional Information

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

5. Contact Us

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

Contact Address: 175 South Madison Avenue, Apartment 20, Pasadena, CA 91101, United States
Customer Service Phone: +1 (626) 538-9135
Customer Service Email: care@telomivra.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Europe/London, GMT/BST)