Order Cancellation & Change Policy

At Hemform, we understand that customers may occasionally need to cancel an order or request a change after completing checkout.

This Order Cancellation & Change Policy explains when cancellation or modification requests may be submitted, what types of changes may be possible, and what happens when an order has already entered processing or shipment.

Summary

1. Cancellation and Change Requests

Customers may request to cancel or modify an order after placing it by contacting Hemform at:

support@hemform.com

Requests should be submitted as soon as possible after the order is placed.

We can only guarantee a cancellation or change when the request is received and successfully completed before the order has entered processing, fulfillment, or shipment.

Because orders may begin processing shortly after they are received, submitting a request does not automatically guarantee that the requested change or cancellation can be completed.

2. Order Cut-Off Time

Our daily order cut-off time is:

5:00 PM Eastern Time (ET)

Orders placed before 5:00 PM ET on a business day may begin processing that business day.

Orders placed after 5:00 PM ET, on weekends, or on recognized holidays will normally begin processing on the next business day.

Business-day order processing takes place Monday through Friday.

Customers who wish to cancel or modify an order should contact us as early as possible before processing begins.

3. Order Processing Time

Our standard order preparation and handling time is:

1–2 business days, Monday through Friday

During this period, an order may move through several stages, including:

• Payment verification
• Order review
• Product preparation
• Packing
• Shipping label creation
• Carrier handoff

Once an order has progressed too far in the fulfillment process, cancellation or modification may no longer be possible.

4. How to Request an Order Cancellation

To request cancellation, email:

support@hemform.com

Please include:

• Your full name
• Order number
• Email address used for the order
• A clear statement that you wish to cancel the order

For example:

Order Cancellation Request – Order #[order number]

Our support team will review the fulfillment status of the order and determine whether cancellation is still possible.

5. Successful Order Cancellation

If your cancellation request is received and completed before the order enters an irreversible stage of processing or shipment:

• The order will be cancelled.
• No cancellation fee will be charged.
• Any eligible payment already collected will be refunded to the original payment method.

Cancellation fee: $0

6. Cancellation After Processing Has Started

Once an order has entered processing, cancellation may no longer be possible.

This may occur when:

• The order has been packed.
• A shipping label has been created and fulfillment can no longer be stopped.
• The package has been transferred to USPS, UPS, or FedEx.
• The order has otherwise entered an irreversible fulfillment stage.

If cancellation is no longer possible, the order will continue through delivery.

After receiving the order, the customer may request an eligible return under our 30-day Return & Refund Policy.

Approved returns qualify for free return shipping according to that policy.

7. Cancellation After Shipment

Orders cannot be cancelled after they have been shipped.

Once a carrier has accepted the package, we generally cannot recall, intercept, or cancel the shipment.

If you no longer want the item, please wait for delivery and then follow the return procedure described in our Return & Refund Policy.

8. How to Request an Order Change

To request a modification, contact:

support@hemform.com

Please provide:

• Your full name
• Order number
• Current order information
• The exact change requested

Possible requests may include:

• Correcting a shipping address
• Changing a product variation
• Changing an item quantity
• Removing an item
• Correcting customer contact information

Changes are subject to order status and product availability.

9. Shipping Address Changes

Customers are responsible for entering an accurate and complete shipping address during checkout.

If you notice an error after placing your order, contact us immediately at:

support@hemform.com

Please provide:

• Order number
• Original shipping address
• Correct shipping address

We may update the shipping address only if the order has not progressed too far in the fulfillment process.

Once an order has been shipped, the delivery address generally cannot be changed by Hemform.

10. Product or Variation Changes

If you wish to change a product, color, variation, or other applicable product option, contact us as soon as possible.

A modification may be approved only when:

• The order has not entered irreversible processing.
• The requested replacement is available.
• The change can be completed without disrupting fulfillment.

If a price difference applies, additional payment or a partial refund may be required before the modification can be finalized.

No substitution will be made without customer authorization.

11. Quantity Changes

Customers may request to increase or decrease the quantity of an item before fulfillment begins.

Whether this can be completed depends on:

• Order status
• Product availability
• Payment status
• Fulfillment progress

If the requested quantity adjustment changes the total order value, the corresponding payment or refund adjustment will be communicated before the change is completed.

12. Adding Products to an Existing Order

Once an order has been submitted, we may not always be able to add additional products to the same transaction.

If an item cannot be added to the existing order, the customer may place a separate order through hemform.com.

The standard shipping fee may apply separately to each independently placed order.

13. Removing Products From an Order

A customer may request to remove one or more items before the order enters irreversible processing.

If successfully removed:

• The remaining order will continue processing.
• The applicable amount for the removed item will be refunded or adjusted.
• No order modification fee will be charged.

14. Cancellation and Change Fees

We do not charge an administrative fee for successfully completed cancellation or order modification requests.

Cancellation fee: $0

Order modification fee: $0

Any difference in product price, shipping charge, or order value caused by a customer-requested modification may still affect the final order total.

15. Refunds for Cancelled Orders

If an eligible order is successfully cancelled after payment has already been collected, the applicable refund will be sent to the original payment method.

We do not normally issue a cancellation refund to an unrelated card, account, or payment method.

After we process a refund, banks, card issuers, or payment providers may require additional time before the credit appears in the customer's account.

16. Payment Authorization and Pending Charges

In some cases, a cancelled transaction may appear temporarily as a pending authorization.

A pending authorization is not always the same as a completed charge.

Depending on the payment provider, the authorization may:

• Be released automatically.
• Disappear from the account.
• Be replaced by a completed refund when applicable.

The timing of these processes is determined partly by the customer's bank or payment provider.

17. Orders Already Delivered

Once an order has been delivered, it cannot be cancelled.

Customers who wish to return a delivered product should use our Return & Refund Policy.

Eligible products may be returned within:

30 days from the date of delivery

Approved returns receive:

• Free return shipping
• A prepaid return label by email
• No restocking fee
• No storage fee

18. Refusing Delivery

We do not recommend refusing delivery as a substitute for following the approved return process.

Refused packages may experience:

• Carrier delays
• Tracking delays
• Return-to-sender delays
• Difficulty confirming receipt

For the clearest and most reliable return process, customers should receive the order and then request a return through support@hemform.com.

19. Incorrect Shipping Information

Customers should carefully review all order information before completing checkout.

If inaccurate information is supplied, such as:

• Incorrect street address
• Missing apartment or unit number
• Incorrect ZIP code
• Incorrect recipient name

the customer should contact us immediately.

We will make a reasonable effort to correct the information before shipment, but we cannot guarantee modification after processing has begun.

20. Undeliverable Orders

If an order is returned to us because the carrier could not complete delivery due to an incorrect, incomplete, or undeliverable address, contact support@hemform.com.

We will review the shipment and available options.

Any reshipment or refund will depend on the circumstances and applicable policies.

21. Duplicate Orders

If you accidentally submit the same order more than once, contact us immediately.

Please provide all relevant order numbers.

If the duplicate order has not entered irreversible fulfillment, we may cancel the duplicate order without a cancellation fee.

If it has already shipped, the regular return procedure may apply.

22. Orders Containing Multiple Items

For orders containing multiple products, customers may request cancellation or modification of only certain items.

If the requested item can still be changed or cancelled:

• The remaining products will continue processing.
• The applicable amount will be adjusted.
• The customer will receive updated order information where available.

If the entire order has already entered fulfillment, partial changes may no longer be possible.

23. Promotional and Discounted Orders

Orders placed using promotional codes or discounts may still be eligible for cancellation or modification under this policy.

If an item is removed or changed, the original discount calculation may also change.

Any revised order total will reflect the applicable promotion after the modification.

Promotional value is not refunded separately as cash.

24. Cancellation Due to Product Unavailability

In rare cases, a product may become unavailable after an order is submitted.

If we cannot fulfill an item, we may:

• Contact you regarding the issue.
• Cancel the unavailable item.
• Cancel the affected order where necessary.
• Issue the applicable refund.

We will not intentionally substitute a materially different product without customer approval.

25. Cancellation by Hemform

We may cancel an order when there is a legitimate operational or legal reason, including:

• Product unavailability
• Payment authorization failure
• Invalid or incomplete order information
• Suspected fraudulent activity
• Duplicate orders
• Obvious technical or pricing errors
• Legal or regulatory restrictions

If we cancel an order after payment has been collected and the customer is entitled to a refund, the applicable amount will be returned to the original payment method.

26. Fraud Prevention

We may review, delay, or cancel an order when there are reasonable indicators of fraudulent or unauthorized activity.

Examples may include:

• Unauthorized payment information
• Suspicious transaction activity
• Repeated fraudulent ordering behavior
• Significant inconsistencies in transaction information

Any action will be based on legitimate order-security considerations.

27. Changes Requested by Email

A modification request is not considered completed merely because an email was sent.

The requested change is confirmed only after Hemform has reviewed the order and confirmed that the requested modification was successfully completed.

Until confirmation is provided, the original order information remains applicable.

28. Customer Responsibility

Customers are responsible for checking the following information before submitting an order:

• Product selection
• Quantity
• Product variation
• Customer name
• Email address
• Shipping address
• Payment details
• Final order total

Reviewing information carefully before checkout helps reduce the need for order changes.

29. Relationship With Shipping Policy

If an order has already been shipped, delivery is governed by the Shipping Policy available on hemform.com.

Current shipping terms include:

• United States shipping only
• 1–2 business days processing
• 5–10 business days transit
• $6.99 standard shipping
• USPS, UPS, or FedEx

30. Relationship With Return & Refund Policy

When cancellation is no longer possible because the order has already been shipped or delivered, customers may use the return process if the product qualifies.

Eligible returns are accepted within:

30 days from delivery

The Return & Refund Policy provides complete information regarding:

• Return eligibility
• Free prepaid return labels
• Return conditions
• Exchanges
• Refund processing
• Return address

31. Consumer Rights

Nothing in this policy is intended to restrict rights that customers may have under mandatory consumer protection laws.

Where applicable law provides a right or remedy that cannot legally be excluded, that right or remedy will continue to apply.

32. Contact Information

For cancellation requests, order changes, address corrections, or other order-related assistance, contact:

Please include your order number and the exact cancellation or modification requested so we can review your order as efficiently as possible.