Cancellation Policy

At Hivoex, we understand that plans may change and sometimes you may need to cancel your order. We strive to make the cancellation process as simple and convenient as possible for our valued customers. Here is important information regarding our cancellation policy:

Order Cancellation

If you wish to cancel your order, we kindly request that you do so within 12 hours of placing it, provided that it has not yet been shipped. To cancel your order, please send an email to our customer service team at [email protected] and include your order number, the reason for cancellation, and any other relevant details.

Please note that we cannot guarantee the processing of your cancellation request before your order is shipped. If your cancellation request is not processed in time, you will need to initiate a return to receive a refund.

Refunds for Cancelled Orders

If you cancel your order prior to shipment, a full refund will be issued to your original payment method within 4 business days.

In the event that your order has already been shipped before the cancellation, you will need to initiate a return in order to receive a refund.

Pre-Orders

For pre-orders, please carefully review the item description before placing your order. Once a pre-ordered item has been shipped, it cannot be cancelled. If you wish to cancel a pre-order before it has been shipped, please contact our customer service team as soon as possible.

Please be aware that some pre-orders may have longer shipping times compared to other items. We will provide you with an estimated ship date at the time of your order and notify you if there are any changes to the ship date.

Order Cancellation by Hivoex

In rare cases, we may find it necessary to cancel an order. This can occur due to various reasons, such as an item being out of stock or technical errors. If we need to cancel your order, we will promptly notify you and issue a full refund to your original payment method.

Cancellation Due To Fraudulent Activity

We reserve the right to cancel any order that raises suspicion of fraudulent activity. If we suspect an order to be fraudulent, we will reach out to the customer to verify their identity and billing information. If we are unable to verify the customer’s identity or billing information, the order may be cancelled, and a refund will be issued.

We hope that this information clarifies our cancellation policy and provides you with a clear understanding of the process. If you have any questions or concerns regarding our cancellation policy, please don’t hesitate to contact our customer service team. We are always here to assist you!

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