Order Cancellation Policy

1. Order Cancellation Eligibility

kelivireo(hereinafter referred to as “we,” “us,” or “our”) understands that you may need to change your plans after placing an order. This policy explains how to request a cancellation, how cancellation requests are handled, and what options may be available if an order has already been shipped.

You may request to cancel an order within 48 hours of placing it, provided the order has not been shipped or entered a stage where dispatch can no longer reasonably be stopped. We will review the order status and confirm whether cancellation is possible.

If more than 48 hours have passed since the order was placed, or if processing or shipping has progressed to a stage where cancellation is no longer possible, we will review the circumstances and explain the available options.

If an order has already been shipped, you may be able to request a return and refund after delivery in accordance with our Return and Exchange Policy. Any applicable return conditions, deadlines, and shipping costs will be determined by that policy and applicable consumer protection requirements.

This policy does not limit any mandatory rights you may have under applicable law.

2. How to Request an Order Cancellation

To request a cancellation, contact us as soon as possible using one of the following methods:

Email: assist@kelivireo.com

Phone: +1 (323) 684-7291

Please provide your order number and the email address or phone number associated with your purchase. Proof of payment may be provided if needed to help us locate the transaction.

After receiving your request, we will review the order's current processing and shipping status. If cancellation is possible, we will confirm the cancellation and explain the next steps using the contact information you provided.

Submitting a cancellation request does not, by itself, confirm that the order has been canceled. Please wait for our confirmation before assuming that the cancellation is complete.

We aim to review cancellation requests during our stated business hours and respond as promptly as reasonably possible.

3. Cancellation Review and Confirmation

Cancellation requests are assessed according to the status of the order when we receive the request.

If the order has not entered a stage where dispatch can no longer reasonably be stopped, we will cancel the order when the request is accepted and notify you of the outcome.

If the order has already been packed, prepared for carrier collection, or transferred to the shipping carrier, cancellation may no longer be possible. In that case, we will explain the available options, which may include receiving the package and submitting a return request afterward.

If a cancellation cannot be completed, the order will remain subject to the applicable shipping and return procedures. Any statutory rights that apply to your purchase remain unaffected.

4. Refund Method and Processing Time

For cancellations accepted before shipment, we will initiate the refund within 1–3 business days after confirming the cancellation.

Refunds will generally be issued to the original payment method used for the purchase. For Visa or Mastercard payments, the refund will be sent to the corresponding card account.

We will refund the amount paid for the canceled order, including any shipping charges and taxes collected for that order, as applicable. If only part of an order is canceled, the refund will reflect the canceled items and any corresponding charges, where applicable.

After we initiate the refund, the time required for the funds to appear in your account depends on your payment provider and financial institution. The estimated posting period is 1–3 business days, although actual processing times may vary.

If the refund has not appeared after the expected period, please contact us with your order number and cancellation confirmation so we can review the status.

The processing periods described in this section are our customer-service targets and do not extend any shorter deadline required by applicable law.

5. Orders That Have Already Shipped

Once an order has been dispatched or transferred to the carrier, it generally cannot be canceled through our standard cancellation process.

If you no longer wish to keep an order that is already in transit, you may contact us to discuss the available options. Depending on the shipment status and applicable requirements, you may need to receive the package before requesting a return.

If the package has already been delivered, contact us with your order number and a description of your request. We will explain the applicable return procedure, eligibility requirements, deadlines, and return-shipping arrangements under our Return and Exchange Policy.

Where a statutory right of withdrawal or another mandatory consumer right applies, this cancellation policy does not remove or restrict that right.

6. Contact Information

For assistance with cancellation requests, order status checks, or refund questions, please contact us using the details below.

Address: 3437 City Terrace Dr #D, Los Angeles, CA 90063, United States

Phone: +1 (323) 684-7291

Email: assist@kelivireo.com

Opening hours: Monday to Friday, from 9:00 AM to 6:00 PM (EST)

Requests received outside business hours will generally be reviewed during the next available business period. To improve the likelihood that an order can be stopped before dispatch, please submit your cancellation request as soon as possible after placing your order.