Order Cancellation Policy
Last Updated: October 23, 2026
Thank you for shopping at Kelirionis (kelirionis.com). This Order Cancellation Policy explains when you may request to cancel an order, how we review cancellation requests, and how refunds are handled for approved cancellations.
We understand that you may need to change your plans after placing an order. We will review cancellation requests based on the actual status of the order and communicate the outcome as clearly as reasonably possible.
This policy should be read together with our Return & Refund Policy and Shipping Policy. Nothing in this policy limits any consumer rights or remedies that cannot lawfully be excluded under applicable law.
1. Order Cancellation Eligibility
Whether an order can be canceled depends primarily on whether it has been handed over to the shipping carrier.
1.1. Orders That Have Not Shipped
You may request cancellation of an order that has not yet been shipped.
If your order is still being processed, prepared for fulfillment, or otherwise has not been handed over to the carrier, we will review its actual fulfillment status to determine whether cancellation can be completed.
An order is not automatically considered shipped simply because it is being processed or prepared. However, processing, packaging, or fulfillment activities may advance while your request is being reviewed, so cancellation cannot be guaranteed in every case.
If your cancellation request is approved, we will cancel the eligible order and arrange a refund of the full amount paid for the canceled order. We will not impose a separate cancellation fee under this policy.
1.2. Orders That Have Already Shipped
Once an order has been handed over to the shipping carrier, it generally cannot be canceled through our standard order cancellation process.
If your order has already shipped, please wait for delivery and then refer to our Return & Refund Policy to request a return and refund, subject to that policy and applicable law.
Order cancellation and product returns are separate processes. A shipped order cannot be treated as an unshipped order solely because a cancellation request was submitted after carrier handoff.
This limitation on our standard cancellation process does not waive any return, refund, cancellation, or other remedy that may be available to you under applicable law.
2. How to Request an Order Cancellation
Please contact our customer service team as soon as possible if you want to cancel an order.
Email is our preferred method for cancellation requests:
You may also call us at +81 3-4826-7319.
To help us identify your order and review its status, please provide the following information:
Order Number: The order number associated with your purchase.
Name Used for the Order: The name entered when you placed the order.
Email Address Used at Checkout: The email address associated with the purchase.
Proof of Payment or Payment Confirmation: If available, provide relevant confirmation showing that payment was made.
Cancellation Request: Clearly state that you want to cancel the order and, if applicable, identify the item or items you wish to cancel.
Providing complete and accurate information helps us verify your order and review your request more efficiently.
Please submit your request as early as possible. An order may move into the shipping process before we receive or finish reviewing your request.
Submitting a cancellation request does not mean that the order has already been canceled. Your request remains subject to review and confirmation based on the actual fulfillment status.
You do not need to provide your full payment card number, card security code, or other unnecessary sensitive payment information to request cancellation.
3. Cancellation Review and Confirmation
After receiving your request, we will take the following steps:
Verify your information. We will review the information you provide to identify the relevant order and, where reasonably necessary, verify that the request is authorized.
Check the order status. We will assess the actual fulfillment status to determine whether the order has already been handed over to the shipping carrier.
Determine whether cancellation is possible. If the order remains eligible for cancellation, we will process the cancellation. If the order has already shipped, we will explain that the standard cancellation process is no longer available and direct you to our Return & Refund Policy for the next steps after delivery.
Communicate the outcome. Once we have reviewed your request, we will notify you through an appropriate contact channel and explain the cancellation result and any applicable refund arrangements.
We will make reasonable efforts to review eligible requests promptly and inform you of the outcome without unnecessary delay. However, we do not guarantee that every request will be reviewed or completed within a fixed number of hours or days.
The time required to receive a request, review the order, confirm cancellation, initiate a refund, and receive the funds in your account may differ. These are separate steps and should not be treated as occurring simultaneously.
If an order is handed over to the carrier before cancellation can be completed, we will handle the request according to the rules for shipped orders described in Section 1.2.
4. Refund Method for Approved Cancellations
If your cancellation request is approved, the refund will generally be issued to the original payment method used for the order and returned to the corresponding original payment account.
The refund will cover the full amount paid for the canceled order, subject to any applicable legal requirements governing the transaction. We will not deduct a separate cancellation fee under this policy.
Refunds are not automatically converted into store credit, gift cards, cash, or another payment method. The original payment method is the standard refund method, subject to the capabilities and procedures of the relevant payment provider and any applicable legal requirements.
We will not ask you to provide your full payment card number or security code to process a standard cancellation refund.
5. Refund Processing and Timing
Once cancellation is approved, we will arrange the applicable refund as soon as reasonably practicable.
Please distinguish between the following stages:
Cancellation approval: We confirm that the order is eligible for cancellation and approve the request.
Refund initiation: We submit or initiate the refund through the applicable payment process.
Refund posting: Your bank, card issuer, or payment service provider processes the refund and makes the funds available in your account.
The time required for a refund to appear in your account depends on the original payment method and the processing procedures of the relevant financial institutions or payment service providers.
Although we will seek to arrange approved refunds promptly, we cannot guarantee a specific date on which the refunded funds will appear in your account.
A notification that a refund has been arranged or initiated does not necessarily mean that the funds have already been credited to your account.
If the refund does not appear within the normal processing period indicated by your payment provider, we recommend that you first check the original payment account and contact your bank, card issuer, or payment service provider for information about its processing status. If the refund remains unresolved or you need further assistance, please contact us with your order number and relevant payment confirmation, if available.
We will review the available information and assist with checking the refund status as appropriate.
6. Relationship to Our Return & Refund Policy
This Order Cancellation Policy addresses requests to cancel orders before shipment. Our Return & Refund Policy governs return and refund requests for delivered products, including applicable eligibility requirements, return procedures, and responsibility for return shipping costs.
The following principles apply:
- Before shipment: You may request cancellation, and we will review whether the order can still be canceled.
- After shipment: The order generally cannot be canceled through the standard cancellation process. After delivery, you may request a return and refund in accordance with our Return & Refund Policy and applicable law.
- Refunds for approved cancellations: We will arrange a refund of the full amount paid for the canceled order using the original payment method as described in this policy.
- Returns and refunds after delivery: The applicable requirements and procedures are those set out in our Return & Refund Policy, subject to applicable law.
This policy does not create a separate return window, change the return shipping arrangements, or replace the refund review and processing procedures established in our Return & Refund Policy.
If a question arises concerning a customer's statutory rights, the applicable legal requirements will govern to the extent they apply to the transaction.
7. Important Information About Shipping Status
Please contact us promptly if you believe you placed an order by mistake or no longer wish to receive it.
Orders may progress through processing, packaging, fulfillment, and carrier handoff while a cancellation request is being submitted or reviewed. Whether cancellation remains possible will depend on the actual order status when we review the request.
We cannot guarantee that every request will reach us before shipment or that an order can be stopped once it has been handed over to the carrier.
If your order has already shipped, please do not assume that submitting a cancellation request has stopped delivery. Instead, contact us for confirmation and follow the return and refund process applicable after delivery.
We will assess each request based on the available order information and the relevant circumstances, rather than automatically treating every order that is still being processed as shipped.
8. Contact Us
If you have questions about this Order Cancellation Policy or would like to request cancellation of an order, please contact us using the details below.
Email: client@kelirionis.com
Phone: +81 3-4826-7319
Mailing Address:
2-33-2 KAMEARI, ELEGANCE PARK 302
KATSUSHIKA-KU, TOKYO 125-0061
JAPAN
Customer Service Hours:
Monday–Friday, 09:00–12:00 and 13:30–18:30.
We recommend submitting order cancellation requests by email so that you can provide your order details in writing. You may also call the telephone number above if you need assistance.
When contacting us, please include your order number and the email address used at checkout so we can identify the order and review its status.
Our mailing address is provided for correspondence and is not necessarily the shipping origin, fulfillment location, or return address for merchandise.
Thank you for choosing Kelirionis. We will review cancellation requests carefully and handle approved cancellations and refunds in accordance with this policy and applicable law.