Order Changes & Cancellations Policy

This policy explains how customers may request changes to or cancellation of an EYLUMI order, how approved cancellation refunds are handled, and EYLUMI’s current approach to subscriptions and recurring charges.

Order Change and Cancellation Summary

  • Request period: Within 12 hours after placing the order

  • Additional condition: The order must not have entered fulfillment

  • Request method: Email cicievlink@gmail.com

  • Confirmation required: A request is not effective until confirmed by EYLUMI in writing

  • Cancellation fee: No cancellation fee for an approved cancellation

  • Approved cancellation refund: Issued to the original payment method within 3 business days after approval

  • Bank processing time: Usually an additional 5–10 business days after EYLUMI issues the refund

The 12-hour request period is measured in actual clock hours, not business hours.

1. Order Change Requests

Requests to change an order must be submitted within 12 hours after the order is placed and before the order enters fulfillment, whichever occurs first.

Customers may request changes involving:

  • The recipient’s name;

  • Shipping address;

  • Email address or telephone number;

  • Product;

  • Color or other product option;

  • Quantity; or

  • Other order details that can reasonably be changed before fulfillment.

To request a change, email cicievlink@gmail.com and include:

  • The order number;

  • The customer’s name and email address;

  • The exact change requested; and

  • Any corrected shipping or product information.

EYLUMI will make reasonable efforts to assist, but an order-change request is not guaranteed and is not effective unless EYLUMI confirms the change in writing.

2. When an Order Can No Longer Be Changed

An order may enter fulfillment before the 12-hour request period ends.

Fulfillment may include inventory allocation, order review, picking, packing, shipping-label creation, transfer to a logistics provider, or carrier processing.

Once fulfillment has begun, EYLUMI may be unable to change the product, quantity, shipping address, or other order details.

Once an order has been shipped, EYLUMI cannot guarantee that the shipping carrier will redirect or correct the delivery address. Customers may contact the carrier directly using the tracking information, but any carrier-requested change is subject to the carrier’s approval and procedures.

Customers are responsible for reviewing the complete shipping address and order details before submitting payment.

3. Payment Methods, Discounts, and Promotional Codes

The payment method used for a completed order generally cannot be changed.

If the customer needs to use a different payment method, the original order must first qualify for cancellation. The customer may then place a new order using an available payment method.

Discount or promotional codes generally cannot be added, removed, or changed after an order has been submitted.

If an eligible order change affects the product price:

  • Any additional amount must be paid before the change is completed; or

  • Any eligible price reduction will be refunded to the original payment method.

The change is not effective until any required additional payment has been completed and EYLUMI has confirmed the revised order in writing.

4. Shipping Charges After an Order Change

For U.S. orders, free standard shipping eligibility is recalculated using the revised merchandise subtotal after discounts have been applied and before shipping charges are added.

  • A revised post-discount merchandise subtotal of US$39.00 or more qualifies for free standard shipping.

  • A revised post-discount merchandise subtotal under US$39.00 is charged US$5.99 for standard shipping.

If an order change reduces the merchandise subtotal below US$39.00, the US$5.99 standard shipping charge must be paid or may be deducted from any applicable refund.

If an order change increases the merchandise subtotal to US$39.00 or more, an applicable standard shipping charge previously paid will be refunded.

An approved product or address change may affect processing or delivery estimates. Any revised information will be communicated when the change is confirmed.

5. Customer Cancellation Requests

A customer may request cancellation within 12 hours after placing the order, provided that the order has not entered fulfillment.

To request cancellation, email cicievlink@gmail.com and include:

  • The order number;

  • The customer’s name and email address; and

  • A clear request to cancel the complete order or specified products.

A cancellation request is not guaranteed and is not effective until EYLUMI confirms the cancellation in writing.

EYLUMI does not charge a cancellation fee for an approved cancellation made before fulfillment.

If an order has already entered fulfillment, EYLUMI may be unable to cancel it.

If an order has already shipped, it cannot be canceled. After delivery, an eligible product may be handled according to our Returns, Refunds & Exchanges Policy.

If an order is shipped in multiple packages, a cancellation request may be considered only for an unshipped portion that has not already entered fulfillment.

6. Refunds for Approved Cancellations

For an approved cancellation of an entire order, EYLUMI will refund the full amount paid for the canceled order, including any applicable original shipping charge.

For an approved partial cancellation, EYLUMI will refund the amount paid for the canceled product. Shipping eligibility for the remaining order will be recalculated.

If a partial cancellation reduces the remaining post-discount merchandise subtotal below US$39.00, the US$5.99 standard shipping charge will apply and may be deducted from the cancellation refund.

EYLUMI does not charge a separate cancellation or restocking fee for an approved pre-fulfillment cancellation.

Approved cancellation refunds will be issued to the original payment method within 3 business days after EYLUMI confirms the cancellation.

After EYLUMI issues the refund, the customer’s bank, card issuer, or payment provider may require an additional 5–10 business days to post the refund to the customer’s account.

If the payment is still shown as a pending authorization rather than a completed charge, the payment provider may release or void the authorization instead of posting a separate refund. The time required to release a pending authorization is controlled by the customer’s bank or payment provider.

Refunds cannot normally be redirected to a different payment method.

7. Unexpected Fulfillment Delays

EYLUMI makes reasonable efforts to process and ship orders within the timeframes stated in our Shipping Policy.

If EYLUMI determines that an order cannot be shipped within the promised timeframe, we will provide the customer with an appropriate delay notice and, where required, a revised expected shipping date.

The customer may choose to:

  • Agree to the revised shipping timeframe; or

  • Cancel the affected unshipped order or product and receive a full refund.

If the customer chooses cancellation because EYLUMI cannot ship within the required timeframe, the refund will be issued to the original payment method. EYLUMI will not substitute store credit or a gift card for a required refund unless the customer expressly agrees and applicable law permits it.

Nothing in the standard 12-hour cancellation period limits any cancellation or refund right that applies because EYLUMI cannot fulfill or ship an order within the promised or legally required timeframe.

8. Cancellations by EYLUMI

EYLUMI may refuse or cancel an order or an affected product for reasons including:

  • Product unavailability;

  • Failed or incomplete payment authorization;

  • Incorrect or incomplete customer information;

  • A material pricing or product-description error;

  • Suspected fraud or unauthorized payment activity;

  • Unusual or unauthorized resale quantities;

  • Shipping or destination restrictions;

  • Legal or regulatory requirements; or

  • Circumstances that make fulfillment unavailable or unlawful.

If EYLUMI cancels an order after payment has been successfully collected, EYLUMI will notify the customer and refund the amount paid for the canceled products and any related shipping charge, where applicable.

If only part of an order is canceled by EYLUMI, the customer will be informed of the remaining order status and the applicable refund.

A refund may be delayed where a payment is subject to a lawful hold, fraud investigation, charge dispute, or payment-provider review.

9. Subscriptions and Recurring Charges

EYLUMI does not currently offer automatically renewing product subscriptions.

Unless a product page and checkout clearly state otherwise before purchase, every order is a one-time purchase and will not automatically renew or create a recurring product charge.

If EYLUMI introduces subscription products in the future, the following information will be clearly disclosed before enrollment:

  • The recurring price;

  • Billing frequency;

  • Renewal terms;

  • Subscription duration, where applicable;

  • Cancellation method;

  • Cancellation deadline; and

  • Any other material subscription conditions.

This policy and the applicable checkout disclosures will be updated before automatically renewing subscriptions are offered.

10. Contact Us

Order change and cancellation requests must be sent to:

Support email: cicievlink@gmail.com
Telephone: +852 5304 9672
Website: https://eylumi.com

For faster assistance, include the order number and the exact action requested. Sending a request does not confirm that the change or cancellation has been completed. Please wait for written confirmation from EYLUMI.

Company and Merchant Information

Brand: EYLUMI
Legal entity: EVLINK TECHNOLOGY LIMITED
Registered address: 87–105 Chatham Road South, Tsim Sha Tsui, Kowloon, Hong Kong SAR, China
Support email: cicievlink@gmail.com
Telephone: +852 5304 9672
Website: https://eylumi.com

Nothing in this policy limits any consumer rights or remedies that cannot lawfully be excluded or restricted under applicable law.

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