Cancellation Policy
At Velnorenora (“we,” “us,” or “our”), we understand that customers may occasionally need to cancel an order after completing a purchase through our online store. This Cancellation Policy explains the conditions for requesting an order cancellation, the steps involved in reviewing a request, and the procedures for processing eligible refunds.
Our goal is to provide a clear and consistent cancellation process while respecting applicable United States consumer protection laws and the rights of our customers.
1. Order Cancellation Eligibility
I. Orders Not Yet Shipped
Customers may request cancellation within 48 hours after placing an order, provided the order has not been shipped. To request cancellation, please contact our customer service team as soon as possible using the contact information provided below.
II. Cancellation Approval
All cancellation requests are subject to review of the current order status. If the request meets the conditions of this policy and the order has not been shipped, we will confirm the cancellation and initiate the applicable refund.
Submitting a cancellation request does not automatically cancel an order. Customers should wait for written confirmation from Velnorenora before considering the cancellation complete.
III. Orders Requested for Cancellation After 48 Hours
Orders requested for cancellation more than 48 hours after placement are generally not eligible for cancellation through our standard cancellation process. However, if an order remains unshipped, customers may contact us to inquire whether cancellation is still possible. Any approval will depend on the order status and applicable circumstances.
IV. Orders Already Shipped
Once an order has been shipped, it generally cannot be cancelled through our standard cancellation process. Customers may instead follow the applicable return procedure after delivery, subject to the eligibility requirements set out in our Return and Refund Policy.
These standard cancellation conditions do not limit any cancellation rights, refund entitlements, or other remedies required under applicable law, including circumstances in which an order cannot be fulfilled as promised.
2. How to Request an Order Cancellation
I. Contact Our Customer Service Team
To submit a cancellation request, contact us by email at client@velnorenora.com or by telephone at +81 47-366-3111. Please submit your request as early as possible to allow us to review the order before shipment.
II. Information Required
To help us identify your order and process your request efficiently, please provide your order number, the email address used when placing the order, and your payment confirmation or other relevant purchase information where available. You may also explain the reason for your cancellation request if you wish.
III. Review and Confirmation
We will review the request and check whether the order has entered the shipping process. If the cancellation is approved, we will notify you using the contact information associated with your inquiry and arrange the applicable refund.
If cancellation is no longer available under our standard process, we will explain the relevant next steps, including the return procedure where applicable. Where a separate legal obligation requires cancellation, a refund, or another remedy, we will handle the matter in accordance with applicable law.
3. Refund Procedure and Processing Time
I. Refund Method
Approved cancellation refunds will generally be issued to the original payment method used for the transaction. For eligible card payments, the refund will be credited to the same card account used for the purchase.
Supported card payment methods include American Express, Discover, JCB, Mastercard, and Visa, subject to the payment options available at checkout.
If the original payment method cannot receive the refund, we will contact the customer to determine an appropriate alternative that is consistent with applicable payment requirements and law.
II. Merchant Refund Processing Time
Once a cancellation has been approved, we aim to initiate the applicable refund within 1–3 business days. This timeframe refers to our refund processing procedure and does not guarantee the date on which the funds will appear in the customer's account.
III. Payment Provider Posting Time
After we initiate the refund, the payment provider or financial institution may require additional time to post the funds. As a general estimate, the posting period may be approximately 1–3 business days, although the actual timeframe depends on the payment provider, card issuer, and account processing procedures.
IV. Refund Status Inquiries
If the refund has not appeared after the expected processing period, please contact us at client@velnorenora.com and provide your order number. We will review the available transaction information and assist with checking the refund status.
For additional information about return eligibility, return shipping arrangements, and refunds for returned products, please review our Return and Refund Policy.
4. Orders That Cannot Be Fulfilled as Promised
I. Delays or Fulfillment Issues
If we become unable to fulfill an order within the applicable promised shipping timeframe, we will address the situation in accordance with applicable United States law. Depending on the circumstances, this may require notifying the customer of the delay, providing a revised shipping estimate, obtaining the customer's consent to a delay, or offering cancellation and a refund.
II. Customer Rights
The standard 48-hour cancellation period described in this policy does not override any rights or remedies that customers may have under applicable consumer protection laws. Where a refund or cancellation is legally required, we will follow the applicable requirements regardless of the standard cancellation conditions described above.
5. Contact Information
For questions about order cancellations, cancellation eligibility, or refund status, please contact our customer service team using the information below.
Velnorenora Customer Service
Address: 5-416-1 Daikin-daira, Matsudo-shi, Chiba 270-0006, Japan
Telephone: +81 47-366-3111
Email Address: client@velnorenora.com
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM (ET)
When contacting us, please include your order number and relevant purchase information where available. We will review your inquiry and provide guidance based on the order status and applicable policy requirements.
6. Related Policies
For additional information about purchases, delivery, payments, returns, and the use of our online store, please review the following policies and website information.
III. Terms and Conditions
IV. Payment Policy
VI. Cookie Policy
VII. Legal Notice
VIII. About Us
IX. Contact Us
Velnorenora aims to handle eligible cancellation requests and refunds clearly, consistently, and in accordance with applicable requirements. We encourage customers to contact us promptly whenever they have questions about an order or need assistance with the cancellation process.
