We understand that after placing an order, customers may need to cancel it due to changes in information, purchasing plans, or other reasons. This policy explains the applicable conditions for order cancellations, processing procedures, and refund arrangements to help customers better understand the relevant rules during the order fulfillment process.
Order cancellation conditions
Most orders may be eligible for cancellation within 24 hours of being placed, provided that they have not yet entered the shipping process.
After an order is successfully submitted, it may undergo order verification, inventory confirmation, and warehouse fulfillment arrangements. Before the order enters the actual processing stage, we will make reasonable efforts to assist with cancellation requests.
As order processing times may vary depending on product type, inventory status, and warehouse scheduling, cancellation eligibility will be determined based on the actual processing status of the order.
Order processing and shipping information
After an order is confirmed, it will typically enter stages such as verification, inventory allocation, order sorting, product packaging, and logistics scheduling.
Some orders may enter warehouse processing shortly after being placed. Once an order has entered the picking, packing, logistics handover, or carrier preparation stage, related resources and transportation arrangements may already be underway, and the order may no longer be eligible for cancellation.
Once an order has been shipped, shipping status updates will become available, and customers may track transportation progress through order information or logistics notifications.
How to submit a cancellation request
If you wish to cancel an order, please submit your request through our customer service channels as soon as possible.
To help us verify your order information, please provide the following details when submitting your request:
Order number
Name used when placing the order
Email address used when placing the order
Reason for cancellation (if applicable)
After receiving the request, we will review the current status of the order and inform you whether the order qualifies for cancellation.
Refund processing time
For orders confirmed to be eligible for cancellation, refunds will be issued to the original payment method.
Refunds are typically processed within 1 to 5 business days. After a refund has been initiated, the actual time required for the funds to appear in the account may depend on factors such as the payment service provider, credit card issuer, banking system, and regional settlement cycles.
Processing times may vary among different payment institutions, and therefore the final refund arrival time may differ accordingly.
Non-cancellable situations
An order may no longer be eligible for cancellation under the following circumstances:
The order has entered the warehouse picking or product packaging stage;
The order has completed logistics handover and is awaiting carrier collection;
The order has been accepted by the shipping carrier and entered the transportation process;
The order status indicates that it has been shipped or is in transit;
Other orders that have entered an irreversible fulfillment process.
For orders that have already been shipped, customers may request returns or other after-sales services in accordance with the applicable return and exchange policy after receiving the products.
Contact us
If you have any questions regarding order cancellations, refund status, or order processing progress, please contact us using the contact methods provided on our website.
When submitting an inquiry, please provide relevant order information whenever possible to help facilitate verification and processing. We will provide appropriate assistance based on the circumstances after receiving your request.
Address: 5859 Hil Mar Dr, District Heights, MD 20747, US
Phone: +1 (301) 283-7404
Email: customer@herbalvillaeu.com
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Eastern Standard Time, EST)