Order Cancellation Policy
This Order Cancellation Policy explains the conditions under which an order can be cancelled, the process for submitting a cancellation, and how refunds are handled if applicable.
1. Cancellation Conditions
Orders may be cancelled under the following circumstances:
-
Orders placed within 48 hours of purchase and not yet shipped may be cancelled directly.
-
Orders placed after 48 hours or already shipped cannot be cancelled immediately. In these cases, customers may wait for delivery and request a return or refund under the Return Exchange Policy.
2. Cancellation Process
To request an order cancellation:
-
Contact us by email or phone, providing your order number and payment details.
-
Our support team will review the request and notify you promptly if the cancellation is approved, along with instructions for any refund.
Requests are processed in the order they are received, and timing may vary depending on order status and operational factors.
3. Refund Handling
If a cancellation is approved:
-
Refunds are returned to the original payment method, such as Visa or MasterCard.
-
Refunds typically take 3–15 business days depending on the card issuer.
-
If the refund does not appear after this timeframe, you may contact us to follow up.
For further details about refunds, please refer to the Refund Policy.
4. Responsibility Statement
We review each cancellation request individually to ensure accuracy.
Customers are responsible for providing complete and correct order information to facilitate processing.
We are not responsible for delays caused by payment institutions once a refund has been approved.
5. Contact Information
For cancellation requests or inquiries:
Address: 5602 Maple Ave Apt 2419, Dallas, TX, 75235, US
Phone: +1 (346) 766-5070
Email: partnerhelp@hearthbrim.com
Business Hours (Australian Time): Monday – Friday, 09:00–11:30 & 14:00–18:00