We understand that you may sometimes need to change or cancel an order. This policy explains the applicable conditions for order cancellation, the application process, refund processing times, and the follow-up options available after an order has been shipped.
1. Conditions for Cancelling an Order
Whether an order can be cancelled mainly depends on the current processing status of the order, including whether it has already been shipped. Please contact us as soon as possible to submit a cancellation request so we can verify the order status and assist.
Submitting a cancellation request does not mean the order has been successfully cancelled. The cancellation result is subject to order status verification and customer service confirmation.
1.1 Orders Not Yet Shipped
If your order has not yet been shipped, you may apply to cancel the order.
Please contact us by email or phone as soon as possible. We will verify the order number, payment status, and current processing progress, and review the cancellation request based on the order's actual status.
If the cancellation request is approved, we will process the order cancellation and arrange the corresponding refund or payment handling based on the actual payment situation and applicable conditions.
If the order has already entered a processing stage that cannot be stopped in time, we may not be able to complete the cancellation. We will inform you of the follow-up measures available based on the specific circumstances.
1.2 Orders Already Shipped
After an order is shipped, it usually cannot be directly cancelled through the regular order cancellation process.
Because the package may already have been handed over to the logistics carrier for shipping, we cannot guarantee that delivery can be successfully intercepted or withdrawn. If you wish to attempt to intercept the package, please contact us as soon as possible. We will confirm whether it is feasible based on the actual shipping status and the carrier's operating conditions.
If the order cannot be cancelled, you may, after the product is delivered, refer to the website's Returns & Refunds Policy to understand the return application conditions and related procedures.
If the product is damaged during shipping, the product received does not match the order, or other delivery exceptions occur, please contact customer service promptly. We will assist based on the actual circumstances, applicable policy, and relevant law.
This policy does not limit any cancellation, refund, or other consumer rights you may have under applicable law.
2. How to Apply to Cancel an Order
If you need to cancel an order, please preferably contact us by email. You may also call customer service for assistance.
Email: team@jasrelae.com
Phone: +1 (321) 846-3917
To help us verify and process the request, please provide the following information as much as possible:
- Order Number: Used to identify your order.
- Name on the Order: The name provided when placing the order.
- Email Address Used for the Order: The email address used when submitting the order.
- Reason for Cancellation: A brief explanation of why you wish to cancel the order.
- Payment Confirmation: If necessary, please provide appropriate order payment confirmation information.
Please do not send full card numbers, card security codes, account passwords, or other unnecessary sensitive payment credentials by email.
Cancellation Request Processing Procedure
Step 1: Submit the Request
Send a cancellation request via team@jasrelae.com, or call +1 (321) 846-3917 to contact customer service.
Step 2: Verify Order Status
We will verify the order information, payment status, and whether the order has been shipped, to confirm whether cancellation is still possible.
Step 3: Review the Request
For unshipped orders that meet the cancellation conditions, we will process the cancellation request as soon as possible. If the order has already been shipped or processing cannot be stopped, we will inform you of feasible follow-up options based on the actual circumstances.
Step 4: Confirm the Result
After the request review is completed, we will inform you of the result as soon as possible through appropriate contact methods.
Step 5: Process the Refund
If the cancellation request is approved and meets the refund conditions, we will initiate refund processing in accordance with this policy.
3. Refund Processing and Arrival Time
For approved cancelled orders that meet the refund conditions, the refund will be initiated within 1-5 business days after the cancellation request is approved.
Refunds will generally be returned to the original payment method used at the time of purchase and to the corresponding original payment account.
Please note the following:
- Refund initiation time: We will initiate refund processing within 1-5 business days after the cancellation request is approved.
- Actual arrival time: The time required for the refund to appear in your account depends on the processing speed of the bank, card issuer, or payment service provider.
- Pending payments: If the order has not yet been successfully charged, or the payment is still pending, we will handle the cancellation and related amounts based on the actual payment status.
- Original payment method unavailable: If the original payment method cannot receive the refund, we will communicate with you based on the actual circumstances and handle it in accordance with applicable law.
Refund initiation time is not the same as the actual refund arrival time. We cannot guarantee that all refunds will appear in your account within 1-5 business days.
If you still have not received the refund within a reasonable time, please first check the transaction records of the relevant payment account; if needed, you may also contact us to assist in verifying the refund status.
4. Returns and Refunds After an Order Has Shipped
If an order has already been shipped and cannot be cancelled through the regular process, you may, after the product is delivered, review the Returns & Refunds Policy to understand whether it meets the return conditions and how to submit an application.
Return eligibility, application period, return shipping costs, refund methods, and other related conditions are subject to the applicable return policy and legal requirements.
If you receive a damaged product, an incorrect product, or the order experiences exceptions such as loss in transit, please contact us promptly. We will provide a reasonable solution based on the order circumstances, investigation results, and applicable law.
We will not exclude your related consumer rights under law solely because the order has already been shipped.
5. Contact Us
If you have any questions about order cancellation, cancellation request review, or refund progress, please contact us through the following methods.
Website Name: Jasrelae
Website Address: https://jasrelae.com
Contact Email: team@jasrelae.com
Contact Phone: +1 (321) 846-3917
Contact Address: 1338 Alcazar St SE, Palm Bay, FL 32909, United States
Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Eastern Time, ET)
When contacting us, please provide the order number and related information as much as possible so we can verify the order status and assist with your request more efficiently.