Order Cancellation Policy
We understand that plans can change. This Order Cancellation Policy explains when you may request cancellation of an order and how cancellations and refunds are handled.
1. Cancellation Eligibility
You may request cancellation of an order before it has shipped.
Because orders may enter processing or shipping at different times, a cancellation request does not guarantee that the order can be canceled. We will review the order status and confirm whether cancellation is still available.
Once an order has shipped, it is generally no longer eligible for direct cancellation. Any applicable return or refund will instead be handled under our Returns & Refunds Policy.
Nothing in this policy limits any rights or remedies provided by applicable law.
2. Orders That Have Not Shipped
If your order has not shipped, please contact us as soon as possible to request cancellation.
If the order is still eligible for cancellation, we will cancel the order and initiate the applicable refund to the original payment method used for the purchase.
We recommend submitting your request as soon as you decide that you no longer want the order.
3. Orders That Have Already Shipped
Once an order has shipped, we cannot normally cancel or recall it through the cancellation process.
If you no longer want an order that has already shipped, please wait for delivery and then request a return or refund under our Returns & Refunds Policy, subject to the applicable return requirements.
This does not affect any statutory rights or remedies that may apply to your purchase.
4. How to Request a Cancellation
Please contact us by email or phone as soon as possible.
When submitting a cancellation request, please provide:
- Order number
- The reason for cancellation, if applicable
- Any other information reasonably necessary to identify your order
For your security, please do not provide your full credit card number, account password, security code, or other unnecessary sensitive payment information.
Email: care@keloraenora.com
Phone: +1 (314) 341-8065
5. Cancellation Confirmation
After receiving your request, we will review the current status of your order.
- If the order has not shipped and remains eligible for cancellation, we will process the cancellation.
- If the order has already shipped, the cancellation request cannot normally be completed, and you may use the applicable return process after delivery.
Please do not consider an order canceled until you receive confirmation from us.
6. Refunds for Canceled Orders
For an approved cancellation, we will initiate the applicable refund within 1–3 business days after the cancellation is confirmed.
Refunds will generally be issued to the original payment method used for the purchase.
After we initiate the refund, the time required for the funds to appear in your account depends on your bank, card issuer, payment provider, or other financial institution and may vary.
7. Order Processing Time
Our normal order processing time is 1–3 business days, Monday through Friday.
Our daily order processing cut-off time is 6:00 PM.
- Orders placed before 6:00 PM begin processing on that business day.
- Orders placed after 6:00 PM begin processing on the next business day.
- Orders placed on a holiday begin processing on the next business day.
These processing times do not guarantee that an order will remain eligible for cancellation throughout the entire processing period. Once an order has shipped, it is generally no longer eligible for direct cancellation.
For additional information about shipping and delivery, please see our Shipping Policy.
8. Contact Us
If you have questions about an order cancellation or need to check the status of your order, please contact us:
Keloraenora
18 Reading Ave #7
Maryland Heights, MO 63043, US
Email: care@keloraenora.com
Phone: +1 (314) 341-8065
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM