Order Cancellation Policy

1.Basic Order Cancellation Policy

Lutrionel (hereinafter referred to as “the Platform”) provides order cancellation services under limited conditions as follows:

Orders may be cancelled within 48 hours after placement, provided they have not yet entered warehouse processing
Once an order has entered picking, packing, or logistics handover stages, cancellation is no longer supported
Shipped orders are considered completed transactions and can only be processed through the return procedure

The Platform determines eligibility based on the official system order status.

2.Cancellation Request Procedure

If you wish to cancel an order, please follow these steps:

Submit a request via the official customer support system or designated email address
Provide your order number and relevant verification information
The customer service team will review the request based on the order status
The review result will be communicated to you within a reasonable timeframe

3.Refund Processing Mechanism

Once a cancellation request is approved, the refund process will be initiated:

Refund processing time: 1–5 business days
Actual arrival time depends on the processing speed of the bank or payment provider
Refunds will be returned to the original payment method (e.g., credit or debit card)
Any applicable fees or incurred costs may be deducted from the refund in accordance with policy

4.Non-Cancellable Orders

Orders cannot be cancelled under the following conditions:

A tracking number has been generated or the order has been shipped
The order has entered warehouse packing status
The system shows the status as “Shipped” or “Completed”

In such cases, customers may request a return after receiving the item.

5.System Errors and Special Handling

In cases of system errors, inventory issues, or payment failures that prevent proper order fulfillment, the Platform may cancel the order without additional user consent and automatically issue a refund.

6.Additional Refund Information

Refunds will only return the actual amount paid by the user. Processing methods include but are not limited to:

Original payment credit card (e.g., Visa / MasterCard)
Electronic payment accounts

Refund completion time may vary depending on financial institutions.

7.Customer Support

Address: 12350 E 137TH ST S, BROKEN ARROW, OK 74011-7631, United States
Phone: (917) 882-9243
Email: support@lutrionel.com
Support Hours: Monday to Friday, 9:00 AM – 6:00 PM (EST)