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Order Cancellation Policy

 

At Keloviren (hereinafter referred to as "we"), we are committed to providing high-quality garden swings, loungers, gazebos, and parasols through our online store. We understand that circumstances may change, and you may need to adjust your purchase. Please read our policy below regarding order cancellations.

Order Cancellation Conditions
To ensure efficient processing, we have established the following criteria for cancellations:

  • Within 48 Hours & Unshipped: Orders that are within 48 hours of placement and have not yet been shipped can be cancelled directly without any fees.
  • Over 48 Hours or Shipped: If an order was placed more than 48 hours ago, or if the package has already been dispatched/shipped, we are unable to cancel the order. In this scenario, you must wait for the logistics carrier to deliver the items. Once received, please contact us to arrange a return and refund. For more specific details on this process, please refer to our Return Policy.

Cancellation Process
If your order meets the cancellation criteria, please follow these steps:

  • Contact Us: Reach out to our customer service team via email at care@keloviren.com or by calling +1 (925) 485-8370.
  • Provide Information: In your request, please strictly provide your Order Number and Payment Receipt (or proof of purchase) so we can locate your record quickly.
  • Processing: Our customer service team will process your application immediately upon receipt. Once approved, we will inform you of the result via the communication channel used and arrange the refund promptly.

Refund Instructions

  • Method: Once the cancellation is successfully confirmed (or the return is verified for shipped items), the refund will be returned exclusively to the original bank card (Visa, MasterCard) account used during payment. We do not refund to alternative accounts for security reasons.
  • Timeframe: Depending on the processing efficiency of different bank card institutions, we expect the refund to arrive in your account within 1-5 business days.
  • Overdue Refunds: If you have not received your refund after 5 business days, please contact us immediately for assistance.

Order Modifications
Please note that we cannot modify specific items (e.g., changing the color of a parasol or the model of a lounger) once an order has been placed. If you wish to make a change and the order has not shipped (and is within 48 hours), you must cancel the original order following the process above and place a new order for the correct item.

Accurate Information Responsibility
We process orders based on the information provided at checkout. We are not responsible for cancellation requests arising from incorrect shipping addresses or contact details if the order has already been processed for shipping. Please ensure all details are correct before finalizing your purchase.

Contact Us
If you have any questions or need to initiate a cancellation, please contact us using the information below:

Address: 9555 RESEDA BLVD 106, NORTHRIDGE, CA 91324, United States
Phone: +1 (925) 485-8370
Email: care@keloviren.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)