Cancellation Policy
At Wilorentha, we understand that customers may occasionally need to change or cancel an order after completing a purchase. This Cancellation Policy explains the conditions for requesting an order cancellation, how cancellation requests are reviewed, and how refunds are handled when a cancellation is approved.
Our goal is to provide a clear, fair, and transparent cancellation process. This policy should be read together with our Terms and Conditions, Shipping Policy, and Return and Refund Policy.
1. Order Cancellation Eligibility
I. Cancellation Requests Within 48 Hours
Customers may request to cancel an order within 48 hours of placing it, provided that the order has not been shipped or handed over to the shipping carrier. Cancellation requests are subject to order verification and confirmation by our customer support team.
If the order is still eligible for cancellation, we will confirm the cancellation and arrange a refund for the amount paid for the cancelled order, including any applicable shipping charges paid for that order, subject to applicable law and the terms of the original transaction.
II. Cancellation Requests After 48 Hours
After the initial 48-hour period, orders are no longer eligible for cancellation under our standard cancellation procedure. If an order has not yet shipped, customers may contact us to inquire whether an exception is possible. Any exception is subject to the order's processing status and our confirmation.
If cancellation is unavailable, customers may request a return after delivery in accordance with our Return and Refund Policy.
III. Orders That Have Already Shipped
Once an order has been shipped or transferred to the shipping carrier, it cannot ordinarily be cancelled through our standard cancellation process. Customers should allow the package to be delivered and then contact us for return instructions, where eligible.
Return eligibility, return shipping costs, refund conditions, and any applicable exceptions are governed by our Return and Refund Policy.
IV. Exceptions and Applicable Consumer Rights
Our standard cancellation conditions do not override any cancellation, refund, or other consumer rights that cannot lawfully be excluded or restricted under applicable federal or state law. Certain transactions or circumstances may be subject to different requirements.
If an order is affected by a significant processing issue, an inability to fulfill the order, or another circumstance requiring a different resolution, we will review the matter and communicate the available options to the customer.
2. How to Request an Order Cancellation
Customers should submit cancellation requests as soon as possible by contacting our customer support team. A request is not considered approved until we provide confirmation.
I. Provide Your Order Details
Please email care@wilorentha.com or call +1 (407) 364-8519. To help us identify the transaction and verify eligibility, please provide your order number, the email address or telephone number associated with the order, and a clear statement that you wish to cancel the purchase.
If additional information is reasonably necessary to verify the order, we may request appropriate supporting documentation. Please do not send your full payment card number, card security code, account password, or other unnecessary sensitive payment credentials by email.
II. Order Status Review
Our customer support team will review the order details and check the current processing and shipping status. We will determine whether the order remains eligible for cancellation under this policy and any applicable requirements.
Because orders may enter fulfillment shortly after purchase, we cannot guarantee that a request will be received before shipment. Submitting a request does not automatically stop order processing or constitute confirmation of cancellation.
III. Cancellation Confirmation
If the cancellation is approved, we will notify the customer using the contact information associated with the order or provided in the request. The notification will confirm the cancellation and, where applicable, explain the refund arrangements.
If the order has already shipped or otherwise does not qualify for cancellation, we will explain the available next steps, including any applicable return procedure.
Customers should retain the cancellation confirmation and related correspondence for their records.
3. Refund Method and Processing Time
I. Refund Method
For an approved cancellation, the refund will generally be issued to the original payment method used for the purchase. Depending on the payment method accepted at checkout, this may include Visa, Mastercard, American Express, Discover, JCB, or another supported payment method.
If the original payment method cannot receive the refund, we will contact the customer to determine an appropriate alternative, subject to applicable law, payment processor requirements, and reasonable verification procedures.
We will not require customers to provide unnecessary sensitive payment information to process a refund.
II. Refund Processing Time
Once a cancellation is approved and the refund is initiated, Wilorentha's expected refund processing time is 1–3 business days.
This timeframe refers to our expected processing period after the refund has been approved. It does not guarantee that the refunded funds will appear in the customer's account within the same period. The actual posting time may vary depending on the issuing bank, payment provider, payment method, or financial institution.
If a refund has not appeared after the applicable processing period, customers may contact us with their order number so that we can review the refund status and provide available information.
III. Refund Amount
For an approved cancellation, the refund will cover the amount paid for the cancelled order, including applicable taxes and shipping charges collected for that order, as required by applicable law and the terms of the transaction.
If an order contains multiple items and only part of the order is cancelled, the refund will reflect the cancelled portion and any related amounts that are refundable under the original transaction and applicable law.
No cancellation fee will be charged unless it is lawfully permitted, properly disclosed, and applicable to the transaction.
IV. Payment Authorization and Pending Transactions
In some cases, a payment shown as pending may represent an authorization rather than a completed charge. When an order is cancelled, the release of an authorization or reversal of a pending transaction may depend on the payment provider and the customer's financial institution.
Wilorentha cannot guarantee the exact time required for a pending authorization to disappear from an account. Customers may contact their bank or payment provider if a pending amount remains visible beyond the provider's usual processing period.
4. Order Changes and Fulfillment Issues
I. Changes to Order Details
If a customer needs to change an item, quantity, or shipping address, the customer should contact us as soon as possible. Changes are subject to order status, inventory availability, fulfillment progress, and our confirmation.
Once an order has been shipped, changes to the order or delivery address may no longer be possible through Wilorentha.
II. Orders We Cannot Fulfill
If we are unable to fulfill an order, we will notify the customer and arrange an appropriate resolution, including a refund where applicable. Refunds for unfulfilled or cancelled orders will be handled in accordance with applicable law and our published policies.
III. Duplicate or Incorrect Orders
Customers who believe they have submitted a duplicate order or placed an order in error should contact us promptly. We will review the transaction details and determine whether cancellation or another appropriate resolution is available.
5. Contact Information
For cancellation requests, refund inquiries, or questions about this policy, please contact our customer support team.
Wilorentha
Address: 8805 Warwick Shore Xing, Orlando, FL 32829, United States
Telephone: +1 (407) 364-8519
Email: care@wilorentha.com
Opening Hours: Monday to Friday, 9:00 AM to 6:00 PM (ET)
When contacting us, please include your order number and the contact information associated with your purchase. We will use the information provided to verify the order and respond to your request.
6. Policy Scope and Related Policies
This Cancellation Policy applies to cancellation requests submitted for purchases made through the Wilorentha website, subject to applicable law and any specific terms disclosed at the time of purchase.
For additional information about order fulfillment, returns, payments, and website use, please review the following policies:
7. Policy Updates and Legal Compliance
Wilorentha may update this Cancellation Policy when necessary to reflect changes in our business practices, payment procedures, fulfillment processes, or applicable legal requirements. Any revised version will be published on this page.
The version applicable to a particular order will be determined in accordance with applicable law and the terms governing that transaction. Nothing in this policy is intended to waive or restrict any consumer right that cannot lawfully be waived or restricted.
For questions about a specific order or the application of this policy, please contact us using the information provided above.