Cancellation Policy

Last Updated: October 8, 2026

At Avenaelia, we understand that plans can change. We aim to make the order cancellation process as clear and straightforward as possible. This Cancellation Policy explains when an order may be canceled, how to submit a cancellation request, and how refunds are handled.

1. Order Cancellation Eligibility

Orders That Have Not Shipped

If your order has not yet shipped, you may contact our customer service team to request cancellation. After we verify your order details and confirm that the order has not shipped and meets the applicable cancellation requirements, we will cancel the order and arrange a full refund to your original payment method.

Submitting a cancellation request does not automatically cancel your order. Cancellation is confirmed only after we review the order status and notify you of the outcome.

Orders That Have Already Shipped

Once an order has shipped, it generally cannot be canceled through our standard order cancellation process. At that point, the package has entered the carrier's transportation network, and it may not be possible to intercept or return it to our fulfillment process in time.

If your order has already shipped, we recommend waiting for delivery and then contacting our customer service team to request a return and refund under our current Returns & Refunds Policy.

These cancellation procedures do not limit any return, refund, or other rights you may have under applicable law.

2. How to Request an Order Cancellation

We recommend submitting your cancellation request by email so that we can review and document the relevant order information. You may also contact us by phone.

Please provide the following information whenever possible:

  • Order Number: The order number associated with your purchase.

  • Payment Confirmation: Your payment receipt or relevant payment confirmation information.

  • Customer Name: The name used when placing the order.

  • Contact Information: The email address or phone number where we can reach you.

  • Cancellation Reason: The reason for your request, if applicable.

Please follow these steps to request cancellation.

Step 1: Submit Your Request

Email care@avenaelia.com or call +1 (904) 267-5723 to request cancellation. Include your order number and the relevant information listed above so we can identify your order.

Step 2: Order Status Review

Our customer service team will review your order details, payment status, and actual shipping status to determine whether cancellation is possible.

Step 3: Confirmation

We will notify you of the outcome as soon as reasonably possible. If your request is approved, we will confirm the cancellation and explain the next steps for your refund. If cancellation is unavailable, we will explain the reason and provide appropriate guidance.

Step 4: Refund Processing

Once an eligible cancellation is approved, we will arrange a full refund to the original payment method used for your purchase.

Please note that submitting a request does not mean your order has been successfully canceled. Until you receive confirmation, your order may continue through the normal processing or shipping process.

3. Cancellation Review and Confirmation

We review cancellation requests as promptly as reasonably possible. Whether an order can be canceled depends on its actual status when we review the request, including whether it has already shipped.

If we approve your request, we will confirm the cancellation and arrange the applicable refund. If your order has already shipped or does not qualify for cancellation, we will explain the situation and direct you to the appropriate next steps under our existing policies.

Our customer service hours are Monday through Friday, 9:00 AM–6:00 PM. Requests received outside these hours, on weekends, or during applicable holidays will be reviewed during subsequent customer service hours.

If you need to cancel an order, please contact us as soon as possible. An earlier request may give us more opportunity to review the order before shipment, but cancellation cannot be guaranteed until the order status has been verified.

4. Refund Method and Processing Time

For approved cancellations of eligible orders that have not shipped, we will arrange a full refund through the original payment method used at checkout.

Refunds are not issued through a different payment method unless otherwise required by applicable law or agreed upon where permitted.

The time required for a refund to reach your account depends on your bank, credit card issuer, or other payment service provider. A refund being initiated does not mean the funds have already been credited to your account.

We will process the refund according to our applicable procedures and legal obligations. Once the refund has been initiated, your payment provider may require additional time to complete the transaction and display the funds.

If you have questions about a refund, please contact us with your order number. We can help you review the status of the cancellation and refund.

5. Orders That Have Already Shipped

If your order has already shipped, standard cancellation is generally unavailable because the package may already be in transit with the carrier.

In this situation, we recommend the following:

  1. Wait for delivery. Allow the shipment to proceed through the normal delivery process.

  2. Contact customer service. Email care@avenaelia.com with your order number and explain that you would like to request a return.

  3. Review the Returns & Refunds Policy. Return eligibility, the applicable return window, return shipping costs, and refund conditions are governed by our current Returns & Refunds Policy.

  4. Follow the return instructions. If your return is approved, follow the instructions provided by our customer service team. Please do not send an item back before receiving the applicable return instructions.

Under our current Returns & Refunds Policy, eligible voluntary returns may be requested within 21 days of receipt, subject to the policy and applicable law. Additional terms may apply depending on the reason for the return.

If your order arrives damaged, defective, or incorrect, please contact us promptly with your order number, a description of the issue, and photos when relevant. We will review the circumstances and provide appropriate guidance in accordance with our applicable policies and legal obligations.

Nothing in this policy removes any consumer rights or remedies available under applicable law.

6. Additional Considerations

Please ensure that the contact information provided with your order is accurate so we can communicate with you about your cancellation request and any related refund.

We handle order and payment information as necessary to review cancellation requests, process refunds, provide customer support, and meet applicable legal obligations, consistent with our Privacy Policy.

We do not impose a separate cancellation fee under this policy. Any refund or other remedy will be handled in accordance with the terms stated here, our applicable policies, and applicable law.

7. Contact Us

If you have questions about this Cancellation Policy or need assistance with an order cancellation, please contact our customer service team using the information below.

Website: https://avenaelia.com

Email: care@avenaelia.com

Phone: +1 (904) 267-5723

Mailing Address: 74 Zaun Trl, Palm Coast FL 32164, United States

Customer Service Hours: Monday through Friday, 9:00 AM–6:00 PM

We appreciate your understanding and are here to help you navigate the cancellation process as clearly and smoothly as possible.