Cancellation Policy
At WARSUN, we understand that circumstances may change, and you may need to cancel your order after placing it. Our Order Cancellation Policy is designed to provide flexibility for customers while ensuring that our shipping and processing operations remain efficient. This policy outlines the time frames, procedures, conditions, and potential fees associated with canceling an order. We aim to make the cancellation process as simple and clear as possible, while also ensuring a smooth experience for our customers.
5.1 Cancellation Eligibility and Time Frame
Orders can be canceled as long as they have not been processed for shipping. The sooner you request a cancellation, the higher the likelihood that we can stop the processing of your order and issue a full refund.
Cancellation Window: You may cancel your order within 24 hours of placing it for a full refund, provided that it has not been processed for shipping. After 24 hours, we begin preparing the order for shipment, and cancellation may not be possible.
After the Cancellation Window: If the 24-hour window has passed or the order has already been processed for shipping, it cannot be canceled. However, once the item is delivered, you may return it in accordance with our Return & Exchange Policy for a refund, minus any shipping fees.
Exceptions for Expedited Orders: For orders with expedited shipping (e.g., 2-day or overnight shipping), the cancellation window may be shorter. In some cases, we process expedited orders immediately to meet delivery deadlines, so cancellations for these orders may only be possible within 12 hours of purchase.
5.2 How to Cancel an Order
If you wish to cancel your order, the process is straightforward. Here are the steps to follow:
Step 1: Contact Customer Service: To initiate an order cancellation, please email our customer support team at support@warsun.com as soon as possible. Be sure to include your order number and a brief explanation for the cancellation. You can also reach us by phone at 001-8594850550-5601. Our customer service team is available Monday to Friday from 9:00 AM to 6:00 PM (EST).
Step 2: Wait for Confirmation: Once your cancellation request is received, our customer service team will check the status of your order. If your order has not yet been processed for shipping, we will cancel the order and send you a confirmation email. If the order has already been shipped, we will notify you that the cancellation is not possible, but you can return the item after it is delivered.
Step 3: Refund Process: If your cancellation request is successful, we will process the refund within 5-7 business days. The refund will be credited to the original payment method used for the purchase. You will receive a confirmation email once the refund has been processed.
5.3 Refunds for Canceled Orders
When you cancel an order within the allowed time frame, the following refund policies apply:
Full Refund: If your order is canceled before it has been processed for shipping, you are eligible for a full refund, including the cost of the item(s) and any applicable taxes. However, the refund will not include the original shipping costs if expedited shipping was selected, unless the order was not yet processed at the time of cancellation.
Partial Refund for Shipped Orders: If you cancel an order after it has been shipped, you will need to wait for the item to be delivered before returning it. In such cases, the original shipping fees are non-refundable. Once we receive the returned item in its original condition, we will issue a refund for the product price minus any applicable restocking fees.
Refund Method: Refunds for canceled orders are issued to the original payment method. For credit or debit card payments, the refund will appear on your account within 5-10 business days, depending on your bank's processing times. PayPal refunds are typically processed within 2-5 business days. For orders paid by bank transfer, refunds may take up to 10-15 business days to process.
5.4 Cancellation Fees and Penalties
While WARSUN strives to provide a flexible cancellation policy, there may be situations where fees or penalties apply:
No Cancellation Fee for Eligible Orders: If the order is canceled within the allowed cancellation window and has not been processed for shipping, there are no cancellation fees.
Restocking Fee for Shipped Orders: If an order has already been shipped, and you wish to return the item for a refund after it is delivered, we may charge a restocking fee of up to 10% of the item’s price. This fee helps cover the costs associated with handling, inspecting, and restocking the returned item.
Cancellation of Pre-Ordered Items: For pre-ordered or backordered items, you may cancel the order anytime before the item is processed for shipping. If you cancel a pre-order after the item has been shipped, you will be subject to the standard return policies and any applicable restocking fees.
Custom or Personalized Orders: Orders for custom or personalized products (e.g., items with custom engravings, unique specifications) cannot be canceled once they have entered production. If you wish to cancel such an order, please contact us immediately. Depending on the stage of production, we may offer a partial refund, but this is not guaranteed.
5.5 Special Circumstances for Cancellations
There may be special situations where different cancellation policies apply. These include:
System Errors or Duplicate Orders: If you accidentally placed a duplicate order or encountered a system error during checkout, please contact us as soon as possible. We will review the situation and, if the order has not been processed for shipping, we will cancel the duplicate or erroneous order without any fees or penalties.
Backorders and Delays: Occasionally, items may be backordered or delayed due to inventory shortages. If your order is delayed beyond the estimated shipping time, you have the right to cancel the order and receive a full refund. We will notify you of any significant delays and provide you with the option to either continue with the order or cancel it.
Failed Payment Cancellations: If your payment fails to process (e.g., due to incorrect billing information or insufficient funds), we may cancel the order after attempting to resolve the issue with you. In such cases, you will receive an email notifying you of the cancellation, and no charges will be made to your account.
5.6 Non-Cancelable Orders
Certain orders cannot be canceled once placed. These include:
Expedited or Overnight Shipping Orders: For orders with expedited or overnight shipping, cancellations may not be possible due to the immediate processing required to meet delivery deadlines. Please review your order carefully before selecting expedited shipping options.
Customized or Personalized Items: As mentioned, custom or personalized items cannot be canceled once they have entered production. If you need to cancel a custom order, please contact us immediately to discuss your options.
5.7 How to Avoid Common Issues with Cancellations
To minimize the need for cancellations and ensure a smooth ordering experience, we recommend the following:
Double-Check Your Order Details: Before submitting your order, review all details, including product selections, quantities, shipping address, and payment information. This helps prevent errors and reduces the need for cancellations.
Place Orders During Business Hours: If you need to cancel an order quickly, placing your order during our business hours (Monday to Friday, 9:00 AM to 6:00 PM EST) ensures that our customer service team can assist you promptly if changes are needed.
Contact Us Immediately: If you realize you need to cancel an order, contact us as soon as possible. The sooner you reach out, the higher the likelihood that we can cancel the order before it enters the shipping process.
5.8 Customer Support for Cancellations
If you have any questions about canceling an order or need assistance, our customer support team is here to help:
Contact Information: You can reach our customer service team via email at support@warsun.com or by phone at 001-8594850550-5601. We are available Monday to Friday from 9:00 AM to 6:00 PM (EST).
Response Time: We strive to respond to all cancellation requests within 24 hours. During high-volume periods, such as holiday sales or promotions, response times may be slightly longer, but we will do our best to accommodate your request as quickly as possible.