Cancellation Policy

We understand that customers may notice an error shortly after completing a purchase. A wrong color, size, quantity, shipping address, or other detail can sometimes be corrected when the request is made before the order enters the fulfillment process. To give our team enough time to review and act on a request, orders may be changed or cancelled within two hours of being placed, provided that the order has not already been packed.

If you need to make a change or stop an order, please contact us at owalalife@gmail.com as soon as possible. Include your order number and clearly explain what you would like to change. If the order is still pending and has not entered packing, we will make a reasonable effort to update the requested information. However, submitting a request does not automatically place the order on hold. Until you receive confirmation from us that the requested change or cancellation has been completed, the original order should be considered active.

Changes are generally easier to accommodate when the request is received soon after checkout. Once warehouse processing begins, the order may already be assigned for fulfillment, packed, or connected to a shipping label. At that stage, changing the order may no longer be possible. We cannot guarantee that a request received after the two-hour period will be completed, even when the customer contacts us immediately after discovering the issue.

For example, if you selected an incorrect size or color, contact us with the order details and the preferred replacement information. If the package has not yet entered fulfillment, we may be able to make the adjustment. If the order has already been prepared for shipment, we may be unable to modify it without interrupting the fulfillment process. In such circumstances, the customer may need to wait for delivery and use the applicable return process instead. Where permitted by the carrier, refusing delivery may also be an option, although customers should review the relevant return instructions before choosing this approach.

There are also situations in which the store may need to cancel an order. An order may be cancelled if the requested merchandise cannot be supplied, if an incorrect price was displayed because of a pricing error, if the delivery address is outside our shipping coverage, or if the transaction appears to involve fraudulent or unauthorized activity. An order may also be cancelled when payment is declined, reversed, or otherwise cannot be successfully completed. When we cancel an order before shipment, any amount that has already been collected will be handled according to the applicable refund process.

If only part of an order becomes unavailable, we may cancel the affected product while continuing to process the remaining items. When this occurs, we may contact the customer using the email address associated with the order to explain the change. If the customer prefers not to receive the remaining products, they may contact us promptly to discuss whether the entire order can still be stopped. The ability to cancel the remaining items depends on the stage of fulfillment at the time the request is received.

Once an item has already been delivered, it is no longer eligible for cancellation. After delivery, any request concerning the merchandise must be handled under the applicable return and refund policies. Starting a cancellation inquiry after delivery does not pause, extend, or otherwise change the return period. Customers should therefore review the return requirements and act within the stated return timeframe when a delivered product needs to be sent back.

Customers who placed an order without creating an account should provide the same email address that was entered during checkout when contacting us. Providing the correct email address helps us locate the transaction and match the request with the appropriate payment and order record. Customers with accounts may also review their order history and provide the relevant order information, which can help our team identify the purchase more efficiently.

A cancellation request should contain enough information for us to identify the transaction. Please provide the order number and indicate whether you are requesting cancellation of the entire purchase or only a specific product within the order. If we are able to cancel the complete order before shipment, the applicable refund will cover the merchandise amount and any shipping charge that will not be used. If only a particular item is cancelled, the remaining products will continue through fulfillment and the amount associated with the cancelled item will be processed for refund according to the refund policy.

Simply sending a request does not mean that an order has been cancelled. Customers should wait for written confirmation from us before assuming that an order has been successfully stopped. If no cancellation confirmation has been received, the order may continue through processing and shipment. This is particularly important when the request is made close to the end of the available cancellation period.

In some cases, a payment may initially appear as an authorization rather than a completed charge. If an order is successfully cancelled before the authorized amount is captured, the cancellation may result in the authorization being released. The timing of that release is controlled by the customer’s bank or payment provider and may vary. If the payment has already been captured, any applicable refund will be processed in accordance with the refund policy and returned through the original payment method where possible.

Customers should avoid placing a duplicate order while waiting for confirmation that the first order has been cancelled. If the original purchase is still active and a second order is submitted, both orders may be processed and shipped, which could result in receiving duplicate products and creating an additional return requirement.

Nothing in this policy is intended to limit any mandatory consumer protection, withdrawal, or cooling-off rights that may apply under applicable law. Where local law provides a right that cannot legally be waived, that right will continue to apply regardless of the standard cancellation period described here. Customers who believe such a legal right applies may notify us when making their request, and we will handle the matter in accordance with the applicable requirements.

The purpose of this policy is to provide a practical process for handling order changes and cancellations while orders are still being prepared. Because fulfillment can move quickly after checkout, customers should contact owalalife@gmail.com immediately whenever an order contains incorrect information or is no longer wanted. The earlier a request is received, the greater the possibility that the order can be stopped or adjusted before it moves beyond the stage where changes are possible.