1. Introduction
This Cancellation Policy applies to all requests for cancellation of orders placed through the website homeluxech.com.
By placing an order on our site, the customer confirms that they have read, understood, and accepted this Cancellation Policy. This policy should be read in conjunction with the Shipping Policy, the Return and Refund Policy, the Terms and Conditions, and the Privacy Policy.
This Cancellation Policy exclusively governs requests for order cancellations before shipment. Once an order has been shipped or handed over to the courier, cancellation may no longer be possible. In such cases, the customer may, where applicable, exercise the right of withdrawal and request a return in accordance with our Return and Refund Policy and the Italian and European consumer protection regulations in force.
Our goal is to manage every cancellation request transparently, quickly, and fairly, in compliance with operational procedures and consumer rights provided by applicable regulations.
2. Cancellation Conditions
Orders Not Yet Shipped
Confirmed orders that have not yet entered the preparation or shipping phase can be cancelled upon customer request.
After verifying the order status:
- the cancellation request may be approved if the order has not yet been shipped;
- the order will be cancelled;
- a refund of the full amount actually paid will be issued using the same payment method used for the purchase.
To increase the chances of a successful request, we recommend contacting us as soon as possible after placing the order.
Orders Already Shipped
Once the order has been handed over to the courier or has entered the shipping process, it is normally no longer possible to cancel it.
The customer may, however, where applicable:
- receive the product;
- exercise the right of withdrawal according to current legislation;
- request a return in accordance with our Return and Refund Policy.
Each request will be handled in compliance with Italian law, applicable European Union law, and the return conditions published on the site.
3. Cancellation Procedure
Step 1 – Submitting the Request
To request an order cancellation, the customer is invited to contact customer service preferably via email. Assistance can also be requested by phone.
To facilitate order verification, it is recommended to provide:
- order number;
- name used at the time of purchase;
- proof of payment, if applicable;
- reason for the cancellation request;
- any other information useful for identifying the order.
Email: customer@homeluxech.com
Phone: +1 (281) 706-7579
Step 2 – Order Verification
After receiving the request, our customer service will verify as soon as possible:
- the current status of the order;
- whether the order has already entered the preparation or shipping phase;
- whether the request meets the conditions set forth in this Cancellation Policy.
Should further information be needed, the customer may be contacted to complete the verification.
Step 3 – Request Confirmation
Submitting a cancellation request does not automatically result in order cancellation.
Cancellation will be considered effective only after verification of the order status and confirmation sent by our customer service via email or other available contact method.
If the order is already in an advanced preparation phase or has been handed over to the courier, the request may not be accepted. In such cases, all useful information regarding any available return procedures will be provided.
Step 4 – Outcome Communication
Once the verification is complete:
- the customer will receive a communication via email or other available contact method;
- if the request is approved, the refund procedure will be initiated;
- if cancellation is not possible, instructions regarding available options will be provided according to the Return and Refund Policy.
4. Refund After Cancellation
If the cancellation request is approved:
- the full amount actually paid for the order will be refunded;
- the refund will be made exclusively using the original payment method;
- it will not be possible to change the payment method used for the refund;
- once the refund is processed, the amount will be credited to the original account or payment instrument.
Refund Times
After cancellation confirmation:
- the refund will be initiated as soon as possible;
- the actual crediting times depend on the bank, payment card issuer, or payment service provider;
- timelines may vary based on the procedures of individual financial institutions.
5. Exceptions
Cancellation may not be possible in the following cases:
- the order has already been shipped;
- the package has been handed over to the courier;
- the order has entered a phase of the logistics process that no longer allows cancellation.
In such circumstances, the customer may still request a return after product delivery, provided that the conditions set forth in the Return and Refund Policy and applicable Italian and European law are met.
To increase the chances of successfully cancelling an order, we recommend contacting customer service as soon as possible after purchase confirmation.
6. Changes to this Policy
We reserve the right to update or modify this Cancellation Policy at any time to adapt it to any legislative, regulatory, operational changes, or changes to the services offered.
The most recent version will always be published on this page and will become effective from the date of its publication.
We invite customers to periodically consult this Cancellation Policy to stay informed of any updates.
7. Contacts
For any questions regarding order cancellation, order status, or refund procedures, we recommend contacting us preferably via email. Our customer service will respond as soon as possible during assistance hours.
To facilitate request management, it is recommended to always indicate the order number in all communications.
Website: Homeluxech
Domain: homeluxech.com
Email: customer@homeluxech.com
Phone: +1 (281) 706-7579
Address:
1519 Corral Dr
Houston, TX 77090
United States
Customer Service Hours:
Monday to Friday, 09:00–18:00
If you have any questions about this Cancellation Policy, the status of an order, or refund procedures, we will be happy to assist you during our service hours.