Order Cancellation Policy

Welcome to Relaxelano (hereinafter referred to as "we"). We understand that during the shopping process, due to personal schedule changes or other reasons, you may need to modify or cancel an order you have submitted. To ensure a smooth and transparent transaction, we have established the following Order Cancellation Policy to help you clearly understand the related procedures and important points.

By placing an order on this website, you acknowledge that you have read and agreed to the contents of this policy.

1. Applicable Time for Order Cancellation
You may request to cancel your order before it enters the official shipping process.

Orders typically enter the processing stage after payment is completed and a system confirmation is sent. The processing stage includes order verification, inventory confirmation, product preparation, and logistics arrangement. Once the order has entered the shipping process or has been handed over to the logistics provider, cancellation is generally not possible.

Therefore, if you need to cancel an order, please contact us as early as possible so that we can assist within the feasible range.

2. How to Submit a Cancellation Request
To cancel an order, please contact our customer service team using one of the following methods:

• Submit a cancellation request via the customer service email listed on our official website

• Contact us by phone

When submitting your request, please provide:

• Order number

• Name used when placing the order

• Contact information

• Brief explanation of the reason for cancellation

Providing complete information helps us quickly verify the order and process your request.

3. Orders Already Shipped or In Transit
If the order has already been shipped or is in transit, it usually cannot be canceled directly.

In this case, you may apply for a return or refund after receiving the item in accordance with our Return & Exchange Policy. Specific conditions, deadlines, and cost responsibilities for returns will be subject to the return policy. Please note that returns due to personal reasons may involve shipping or handling fees.

4. Cancellation Confirmation and Refunds
Once your cancellation request is approved, we will send a confirmation email to notify you of the cancellation.

If the payment has already been made, the refund will be returned via the original payment method. Refund processing time may vary depending on the payment institution or bank, but it is generally completed within a reasonable period.

If the cancellation request is not approved (for example, if the order has already been shipped), we will also notify you via email and provide guidance on the next steps.

5. Special Notes

• Promotional items or custom-made products may be subject to different cancellation rules; please refer to the specific activity or product description.

• During holidays or peak promotion periods, order processing may be faster; please submit cancellation requests as early as possible.

• This policy does not affect your legal consumer rights under applicable laws and regulations.

6. Contact Us

Address: 4320 Cureton Ferry Rd, Catawba, SC 29704-8790, US
Customer Service Phone: +1 (803) 368-9511
Customer Service Email: assist@relaxelano.com
Online Service Hours: Monday – Friday, 9:00–12:30 and 14:00–18:00 (Central European Time, CET)