Order Cancellation Policy

 

Order Cancellation Conditions

  • Orders Within 48 Hours (Unshipped): You may cancel your order free of charge within 48 hours of placement, provided that your items have not yet entered the shipping process.

  • Orders Exceeding 48 Hours or Already Shipped: Once an order exceeds the 48-hour window or has already been dispatched for shipment, it cannot be canceled directly. In this situation, please allow the shipment to arrive and then contact us to initiate a standard return. For complete return guidelines, please refer to our Return and Refund Policy.

Order Cancellation Process

  • Submit a Request: Contact our customer service team via email at info@zenivireastri.com or by phone at +81 3-5412-8930. Please include your order number and valid proof of payment so that we can verify and process your request without delay.
  • Review and Confirmation: We will review your cancellation request immediately upon receipt. Once approved, we will notify you of the confirmation right away and initiate your refund.

Refund Details

  • Refund Method: Once the cancellation is approved, the full refund will be credited back directly to the original payment method (such as Visa, MasterCard, or other eligible cards) used during checkout.

  • Processing Time: Depending on your banking institution and card processing schedules, the refunded amount is expected to post to your account within 1 to 5 business days. If you do not see the credit after 5 business days, please reach out to us promptly for further assistance.

Cancellation Fees

We do not charge any cancellation, administration, or restocking fees for orders canceled within the eligible cancellation window. You will receive a 100% full refund.

Order Information Modifications

If you need to modify your delivery address, recipient details, or ordered items, please submit a cancellation request within the 48-hour unshipped window and place a new order online. Once an order is prepared or handed over to the carrier, information cannot be altered.

Cancellations Initiated by Us

While rare, we reserve the right to cancel an order due to unexpected inventory shortages, product pricing or listing errors, or unverified payment security issues. If an order must be canceled on our end, we will inform you immediately via email and issue an immediate full refund to your original payment method.

Contact Us

For any inquiries regarding order cancellations or assistance with your order, please reach out to us using the official contact information below:

Address: 三田住友不動産三田ツイソビル西館7-4-6, 港区, 東京都 1080073, Japan
Phone: +81 3-5412-8930
Email: info@zenivireastri.com
Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central European Time, CET)