At 5Alive, we understand that circumstances may change after placing an order. This Cancellation Policy outlines the conditions and process for canceling orders, including eligibility and any fees that may apply.

By making a purchase on 5Alive, you agree to this Cancellation Policy.

1. Eligibility for Cancellation

• Before Order Processing: Orders can be canceled without penalty if the cancellation request is submitted before the item is processed or shipped by the vendor.
• After Order Processing: Once an order is marked as “Processed” or “Shipped,” it may no longer be eligible for cancellation. However, customers may initiate a return or refund request if they are eligible under the Return and Refund policies.

2. How to Cancel an Order

• Cancellation Request: To cancel an order, customers must contact 5Alive customer support with:
  • Order number.
  • Reason for cancellation.
• Timing: Cancellations should be requested as soon as possible after placing the order to increase the likelihood that it can be processed before shipping.

3. Automatic Cancellations

• 5Alive reserves the right to automatically cancel orders in certain situations, including:
  • Stock Unavailability: If the item is out of stock and cannot be fulfilled.
  • Payment Issues: If there is a payment error or issue with payment verification.
  • Suspected Fraud: If there is suspected fraudulent activity associated with the order.

4. Refunds for Canceled Orders

• Wallet Refund: For successfully canceled orders, a refund will be processed into the customer’s 5Alive Wallet. This balance can be used for future purchases on the platform.
• Processing Time: Refunds for cancellations are typically processed within 7 business days after approval.
• Non-Cashable Refunds: Wallet funds from cancellations are non-cashable and cannot be withdrawn to a bank account or exchanged for cash.

5. Non-Cancelable Orders

• Custom or Personalized Orders: Orders for customized, made-to-order, or personalized items may not be eligible for cancellation once production has started.
• Final Sale Items: Certain items may be designated as “Final Sale” and are not eligible for cancellation.

6. Vendor-Initiated Cancellations

• Vendors may cancel orders due to stock unavailability, operational issues, or other circumstances. In such cases, 5Alive will notify the customer, and a full refund will be processed into the customer’s 5Alive Wallet.

7. Contact for Cancellations

• If you need assistance with canceling an order, please contact our customer support team at [admin @ 5Alive. store].