Cancellation Policy

1. Cancellation Eligibility

You may cancel your order under these conditions:

Order Status Cancellation Window Process
Pre-Processing Within 12 hours of placement Full refund guaranteed
Processing 12-24 hours after placement Cancellation attempted (no guarantee)
Shipped Cannot cancel Follow return process upon delivery


2. How to Cancel Your Order

Step 1: Submit Cancellation Request

Email support@brivalo.com with:

  • Subject: "CANCELLATION REQUEST - [Order #]"
  • Full name and contact information
  • Order number and date
  • Reason for cancellation

Note: Requests sent to other addresses may experience delays.

Step 2: Verification Process

Our team will:

  • Confirm order status within 2 business hours
  • Verify payment method details
  • Check inventory status

Step 3: Confirmation & Refund

If cancellation is successful:

  • You'll receive email confirmation within 1 hour
  • Refund initiated immediately to original payment method
  • Refund processing time: 3-5 business days (card), 24 hours (PayPal)

3. Special Circumstances

Orders Containing Gift Cards

If your order includes gift cards:

  • Cancellation must be requested within 6 hours
  • Unused gift cards will be voided upon cancellation
  • Partially used gift cards cannot be cancelled

Pre-Orders & Backorders

  • May be cancelled anytime before shipping date
  • Requires email request with "PRE-ORDER CANCELLATION" subject

Customized Items

Cannot be cancelled once production begins (typically 2 hours after order)

4. Refund Process

Upon successful cancellation:

Payment Method Refund Initiation Funds Appearance
Credit/Debit Cards Immediately 3-10 business days
PayPal Immediately 24-48 hours
Gift Cards Immediately Balance restored instantly


5. Non-Cancellable Orders

Orders cannot be cancelled if:

  • Already shipped (tracking number generated)
  • Digital products have been downloaded/accessed
  • Personalized/custom items in production
  • Gift cards already redeemed
  • Beyond 24-hour cancellation window

In these cases, please see our Return Policy after delivery.

6. Verification Requirements

For security, we may request:

  • Photo ID matching billing information
  • Payment method verification (last 4 digits)
  • Order confirmation details

Failure to provide verification within 6 hours may result in processing delay.

7. Cancellation Support

Dedicated Cancellation Team:

Email
support@brivalo.com

Phone Number
+44 7418 314470

Business Time
Monday - Friday: 9am - 6pm (GMT+1)
Closed weekends and UK bank holidays

Business Address:

Brivalo Ltd
13 Montagu St
London W1H 7EX
United Kingdom