Cancellation and Modification Policy

We understand that plans can change, and we're here to accommodate your needs with a clear and fair Cancellation and Modification Policy. This policy outlines how you can cancel or modify your order, ensuring transparency and convenience. Please read below for all the details.

Cancellation Policy

We allow cancellations for orders within 4 hours from the time of successful purchase, provided the order has not yet entered the processing stage.

  • Eligibility: You may cancel your order if the request is made within 4 hours of receiving your order confirmation email. After this window, orders cannot be canceled as they may already be in preparation for shipping (see our Shipping Policy for processing times).
  • No Fees: Cancellations within the 4-hour window are free of charge, and we'll issue a full refund for the order, including any shipping costs paid ($6.49 USD for Standard or $12.49 USD for Express).
  • Non-Cancelable Orders: Orders cannot be canceled after 4 hours or once processing has begun (4-5 business days for Standard, 2-3 business days for Express). In such cases, you may request a return after delivery, subject to our Return and Refund Policy.

Modification Policy

We also allow modifications to your order within 4 hours from the time of successful purchase, provided the order has not entered processing. Modifications may include:

  • Changing the shipping address.
  • Updating the shipping method.
  • Adding or removing items.
  • Updating payment details (e.g., changing the PayPal account or linked card).
  • Eligibility: Modifications are only accepted within 4 hours of purchase. After this period, we cannot alter the order as it may already be in preparation.
  • Limitations: Modifications are subject to product availability. If an item is no longer in stock, we'll notify you and offer alternatives or a refund for that portion of the order.

How to Cancel or Modify Your Order

To cancel or modify your order, please follow these steps:

  1. Contact Us Promptly: Email our support team at support@relaxaligns.com within 4 hours of receiving your order confirmation. Include:
    • Your order number.
    • A clear request to cancel or details of the modification (e.g., new address, updated shipping method).
  2. Confirmation: We'll review your request and respond within 1-2 business days to confirm whether the cancellation or modification is approved. If approved, we'll provide next steps (e.g., refund details or updated order confirmation).
  3. Refund for Cancellations: If canceling, we'll process a full refund to your original payment method via PayPal, in U.S. Dollars (USD). Refunds typically appear in your PayPal account within 5-10 business days, depending on PayPal's policies.
  4. Updates for Modifications: If modifying, we'll send an updated order confirmation email reflecting the changes (e.g., new shipping cost or items).

Important Notes

  • Time-Sensitive Requests: The 4-hour window begins the moment you receive your order confirmation email (sent immediately after a successful purchase). Please act quickly to ensure your request is eligible.
  • Processing Stage: Once an order enters processing (after 4 hours), we cannot cancel or modify it due to our commitment to timely fulfillment (4-5 business days for Standard, 2-3 business days for Express). You may pursue a return after delivery, per our Return and Refund Policy.
  • International Orders: This policy applies to all orders shipped to Vietnam, United States, Canada, and Australia. For address changes, ensure the new address is within these supported countries.
  • Payment Adjustments: If a modification increases the order total (e.g., adding items or upgrading to Express), we'll send a PayPal invoice for the difference. If it reduces the total, we'll refund the difference via PayPal.

What If I Miss the 4-Hour Window?

If you're unable to cancel or modify within 4 hours, don't worry. You can still request a return after receiving your order, provided it meets the conditions of our Return and Refund Policy. Please note that returns may involve customer-paid return shipping costs, unless the return is due to our error (e.g., incorrect or defective item).

Contact Us

If you have questions about canceling, modifying, or anything else related to your order, our team is here to assist. Email us at support@relaxaligns.com with your order number and details of your request, and we'll respond within 1-2 business days. For urgent requests within the 4-hour window, please mark your email as high priority to ensure timely processing.