Curated Outdoor Furniture | Reliable Delivery
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Order Cancellation Policy

 

Thank you for shopping with the Havenaluna online store (hereinafter referred to as “we” or “us”). This Order Cancellation Policy explains when and how an order may be canceled, along with related timelines and important notes.

1. Scope of Application

This policy applies to all orders placed and paid for through our online store.Once an order is submitted, it enters the processing system, and cancellation eligibility depends on the current order status.

2. Timeframe for Order Cancellation

You may request to cancel an order under the following conditions:

  • The order has not yet entered the shipping preparation stage

  • The order has not been handed over to the shipping carrier

In general, if an order remains unprocessed within 48 hours after payment confirmation, you may submit a cancellation request.

3. Orders That Cannot Be Canceled

An order can no longer be canceled if any of the following apply:

  • The order has been processed and prepared for shipment

  • The order has been handed over to the carrier

  • The order status indicates that it has been shipped

If an order cannot be canceled, you may submit a request after receiving the item in accordance with our Return & Exchange Policy.

4. How to Request a Cancellation

To request an order cancellation, please contact us as soon as possible and provide the following information:

  • Order number

  • Contact details used at checkout

  • A brief explanation of the cancellation request

We will review your request based on the current order status and notify you of the outcome.

5. Refunds for Canceled Orders

If your cancellation request is approved, a refund will be arranged as follows:

  • Refund Method: Refunds will be issued to the original payment card used at checkout, including Visa and MasterCard.

  • Refund Timeframe: Depending on the processing time of the card issuer, refunds are typically completed within 1–3 business days.

If the refund has not been received after this period, please contact us for assistance.

7. Policy Updates

We may update this Order Cancellation Policy as needed to reflect operational changes.Any updates will be posted on our website and will take effect upon publication.

8. Contact Us

If you have any questions regarding this Order Cancellation Policy or your order status, please feel free to contact us through the following channels:

Address: 8615 HANKINS RD, CHARLOTTE, NC 28269-2607, United States
Telephone: +1 (973) 303-8846
Email address: solutions@havenaluna.com
Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)