Order Cancellation Policy

 

Thank you for shopping at Xenavolir (hereinafter referred to as "we" or "us"). We are committed to providing an efficient service experience for our customers purchasing carports and tool sheds through our online store. Please read the following cancellation policy carefully to understand your rights and responsibilities.

Order Cancellation Conditions

To ensure efficient logistics for large items such as carports and sheds, our cancellation window is strictly regulated:

• Before Shipment (Within 48 Hours): If you wish to cancel an order within 48 hours of placing it, and the order has not yet been shipped, you may request a direct cancellation. We will approve the cancellation and process a full refund.
• After 48 Hours or After Shipment: If 48 hours have passed since the order was placed, or if the order has already been shipped (even if within 48 hours), the order cannot be cancelled or intercepted. In this case, you must wait for the logistics carrier to deliver the items to your specified address. Once received, please contact us to initiate a return in accordance with our Return and Refund Policy. For more details on returning items, please refer to our full Return and Refund Policy on our website.

Order Cancellation Process

If your order meets the cancellation conditions mentioned above, please follow these steps:

• Submit Request: Contact our customer service team immediately via email at contact@xenavolir.com or by calling +1 (347) 432-4987.
• Provide Details: In your communication, you must provide the Order Number and valid Proof of Payment (such as a transaction receipt or confirmation email).
• Review and Processing: Our customer service team will review your application immediately upon receipt. Once we confirm that the order has not been shipped and falls within the allowable timeframe, we will approve the cancellation and notify you of the result via email.

Refund Instructions

Once a cancellation is successfully approved and confirmed by us:

• Refund Method: The refund will be automatically returned to the original payment method used during the purchase (specifically Visa or MasterCard accounts). We do not offer cash refunds or refunds to alternative accounts.
• Processing Time: Depending on the processing efficiency of your card-issuing bank or financial institution, we estimate that the refund will appear in your account within 1 to 5 business days.
• Late Refunds: If you have not received your refund after 5 business days from our confirmation email, please contact us immediately so we can assist in tracing the transaction.

Order Modifications

We understand that details may sometimes be entered incorrectly. If you need to modify order information (such as the shipping address or contact details) rather than cancel:

• Please contact us within 24 hours of placing the order.
• We will attempt to update the information if the order has not yet entered the dispatch process. However, once the order is prepared for shipment or shipped, we cannot change the destination address. We are not responsible for delivery failures caused by incorrect addresses provided by the customer.

Cancellations Initiated by Us

We reserve the right to cancel an order at our discretion under the following circumstances:

• Stock Unavailability: If an item is unexpectedly out of stock or discontinued.
• Payment Verification: If we are unable to verify payment information or suspect unauthorized use of a credit card.
• Address Issues: If the provided shipping address is undeliverable by our logistics partners.
  In such events, we will notify you immediately via email and process a full refund to your original payment method.

Contact Us

If you have any questions regarding this policy or need assistance with an order, please contact our support team:

Address: 453 S 72ND ST, MILWAUKEE, WI 53214, US
Phone: +1 (347) 432-4987
Email: contact@xenavolir.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)