Order Cancellation Policy

Last Updated: October 23, 2026

1. General Information

This Order Cancellation Policy explains how you can request the cancellation of an order, the steps involved, and how refunds are processed following a confirmed cancellation.

A standard order cancellation generally applies to orders that have not yet been shipped. If your order has already been shipped, your statutory right of withdrawal, our voluntary 30-day return policy, and other applicable consumer rights may apply, depending on the circumstances.

This Policy should be read together with our Return, Withdrawal, and Refund Policy, as well as our Shipping and Delivery Policy. Nothing in this Policy limits any mandatory statutory consumer rights.

2. Cancellation Before Shipment

If your order has not yet been shipped, you may request cancellation by email. Please send your request as early as possible to customer@fayrenelmira.com.

Upon receiving your request, we will check the status of your order and inform you of the outcome.

  • Order not yet processed: We will check whether the order can be canceled before further processing begins.

  • Order being processed or already packed: Cancellation may still be possible, depending on the actual processing status.

  • Order already shipped or handed over to the shipping carrier: A standard cancellation may no longer be possible. In this case, please refer to Section 3.

A cancellation is considered confirmed once we notify you that the order has been successfully canceled. An acknowledgment of receipt alone does not mean that the cancellation has been completed.

If an unshipped order is successfully canceled, we will refund the amounts paid for that order in accordance with applicable law and this Policy.

3. Cancellation After Shipment

Once an order has been shipped, it generally cannot be stopped through the ordinary order processing system. However, this does not mean that a return or refund is unavailable.

Depending on the circumstances, you may:

  • Exercise your statutory right of withdrawal, where applicable to your order;

  • Use our voluntary 30-day return policy in accordance with its published terms and conditions;

  • Exercise your statutory rights if the goods are defective, damaged, or incorrectly delivered.

If you wish to exercise your statutory right of withdrawal, you must clearly inform us of your decision within the applicable statutory period. Prior approval from our customer service team is not required.

A standard cancellation request will not automatically be treated as an unequivocal declaration of withdrawal. If you wish to withdraw from a purchase that has already been shipped, please explicitly state that you are withdrawing from the contract.

Further steps concerning returns and refunds are governed by applicable law and our Return, Withdrawal, and Refund Policy.

4. How to Request a Cancellation

Please send your cancellation request by email to customer@fayrenelmira.com.

Where possible, please include the following information:

  1. Your order number.

  2. The email address used when placing the order.

  3. A clear statement that you wish to cancel the relevant order.

If necessary to identify your order, we may request additional reasonable information.

Please do not send full credit card numbers, card verification codes, passwords, or other unnecessary confidential payment information by ordinary email.

Upon receiving your request, we will determine whether the order can still be canceled. The cancellation is considered complete only once we have confirmed it. This does not affect the validity of a separate declaration exercising a statutory right of withdrawal.

5. Processing and Confirmation

We will process cancellation requests as quickly as possible. Whether cancellation is possible depends on the actual order and shipping status.

After reviewing your request, we will inform you of the outcome:

  • Cancellation confirmed: We will notify you that the order has been canceled.

  • Additional information required: We will contact you if further information is needed to identify your order.

  • Cancellation no longer possible: If the order has already been shipped or can no longer be stopped, we will inform you of any available return or withdrawal options, where applicable.

An acknowledgment of receipt or a notification that your request is being reviewed does not constitute confirmation of a successful cancellation.

Our internal processing procedures do not restrict your statutory consumer rights. In particular, confirmation by our customer service team is not a prerequisite for the valid exercise of a statutory right of withdrawal.

6. Refunds Following Cancellation

If an order is successfully canceled, we will refund the amounts paid for that order in accordance with applicable law.

Refunds will generally be issued to the original payment method. We will use an alternative refund method only where legally permitted and, where required, with your consent.

Please distinguish between the date on which we initiate a refund and the date on which the amount is credited to your account or appears on your card statement. The actual crediting time may depend on the processing times of your bank, card issuer, or payment service provider.

For statutory withdrawals, the applicable statutory refund deadlines apply. For example, where EU consumer protection rules apply, refunds must generally be issued without undue delay and no later than 14 days after we are informed of your decision to withdraw from the contract. Under the conditions provided by law, in the case of purchases of goods, we may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.

A refund will not be delayed solely because our internal processing has not been completed if doing so would violate mandatory statutory deadlines.

If you have questions about the status of your refund, please contact us at customer@fayrenelmira.com.

7. Statutory Right of Withdrawal and Voluntary Return Policy

Standard order cancellation, the statutory right of withdrawal, and a voluntary return policy are distinct from one another.

Standard Order Cancellation: This generally applies to orders that have not yet been shipped. Whether a cancellation can still be processed depends on the actual order status.

Statutory Right of Withdrawal: Where applicable, consumers may generally withdraw from a distance contract within the statutory period without providing a reason. For purchases of goods in the EU, this period is generally 14 days from receipt of the goods, subject to statutory exceptions and special provisions. Exercising this right does not require our prior approval.

Voluntary 30-Day Return Policy: Where this policy is offered for your order, it applies in addition to the statutory right of withdrawal and is subject to its published terms and conditions. It does not replace or restrict your statutory right of withdrawal.

Defective or Incorrectly Delivered Goods: Your statutory rights regarding defective goods, incorrect deliveries, or other breaches of contract remain unaffected. You are not required to submit a standard cancellation request to exercise these rights.

For further information about returns, return shipping costs, withdrawal, and refunds, please refer to our Return, Withdrawal, and Refund Policy.

8. Contact

If you wish to cancel an order or have questions about its processing status, please contact us using the following details:

Website: https://fayrenelmira.com

Email: customer@fayrenelmira.com

Customer Service Hours: Monday through Friday, 9:00 a.m.–6:00 p.m. (US Central Time)

Where required by law, the full legal name of the responsible business entity and its corresponding business address must be provided in the legal information published on our website.

This Policy may be updated as necessary to reflect changes in our actual procedures or applicable legal requirements.