Order Cancellation Policy

This Order Cancellation Policy applies to purchases placed through Zentrivoqelz (hereinafter referred to as "we," "us," or "our"). This policy explains when an order may be canceled, how cancellation requests are handled, and how refunds are issued for approved cancellations.

Cancellation Window

We understand that customers may occasionally need to change their purchasing decisions. Therefore, cancellation requests may be submitted within a limited period after an order is placed.

An order may be canceled if:

The cancellation request is received within 3 calendar days of the order date;
The order has not yet been shipped;
The package has not been transferred to a delivery carrier.

Once an order has been shipped or is in transit, cancellation is no longer available.

If your order has already been dispatched, you may contact our support team after delivery to request a return and refund in accordance with our Return & Refund Policy.

Requesting an Order Cancellation

Customers wishing to cancel an order should contact our Customer Care Team as soon as possible.

To help us process the request efficiently, please provide:

Order number;
Name associated with the purchase;
Email address used during checkout;
Payment confirmation or transaction details.

Incomplete information may delay the review process.

Cancellation Review Process

Upon receiving a cancellation request, we will verify the order status and determine whether the order remains eligible for cancellation.

If approved, a confirmation notice will be sent to the email address associated with the order. If the order has already entered the shipping stage, we will provide guidance regarding available return options after delivery.

Refund Information

Approved cancellations will be refunded using the original payment method used during checkout.

Refunds are generally processed according to the following guidelines:

Funds are returned to the original payment account;
Most refunds are completed within 2–3 business days after approval;
Processing times may vary depending on the financial institution involved.

Customers who do not receive their refund within the expected timeframe are encouraged to contact us for assistance.

Important Considerations

Because orders may enter fulfillment shortly after purchase, cancellation requests are handled based on the actual processing status of the order at the time the request is received.

Submitting a cancellation request within the permitted period does not automatically guarantee that cancellation can be completed if shipping preparations have already begun.