Cancellation Policy
Order Cancellation Policy
At Hestia + Co., we strive to offer the best possible shopping experience, built on transparency and fairness at every stage of the order process. We understand that plans can change and cancellations may occasionally be necessary. This policy outlines how cancellations are handled and explains the associated transaction fees in line with European consumer protection laws.
Understanding Transaction Fees
When an order is placed, a transaction fee is charged by the payment provider for processing the payment. This fee amounts to 4% of the total order value and is levied by the payment processor. These fees are non-refundable to us in the event of a cancellation.
Our Cancellation Policy
If you decide to cancel your order, please note the following conditions:
Cancellation Window
Orders may only be cancelled before they have been handed over to the courier. Once an order has been dispatched, handed over to the courier, and a tracking number has been uploaded to the order, cancellation is no longer possible.
Refusal of Delivery
If a customer refuses delivery of an order and the item is subsequently returned to the sender or destroyed by the courier, we are unable to process a refund.
To remain eligible for a refund or return, the delivery must be accepted. If a customer wishes to return an item after delivery, this must be done by following our standard returns procedure as outlined on our website.
Transparency
Where a cancellation is accepted prior to dispatch, the 4% transaction fee charged by the payment provider is non-refundable, as these fees are not returned to us by the payment processor.
Fairness
Any deduction from your refund is strictly limited to recovering non-refundable costs incurred as part of processing your payment. This policy is applied solely to cover actual costs and is not intended to penalise customers.
Acknowledgement
This cancellation policy is clearly communicated on our website. By placing an order, you acknowledge and agree to these terms, including the dispatch cutoff, refusal-of-delivery conditions, and non-refundable transaction fees.
How to Request a Cancellation
If you wish to cancel your order, please contact our customer service team as soon as possible. Cancellation requests must be received and confirmed before dispatch to be eligible.
Once an order has been dispatched and tracking information has been issued, cancellation is no longer possible and the order will proceed through the delivery process.
Need Assistance?
Our customer service team is available to assist with any questions regarding cancellations, returns, or general enquiries. We aim to be clear, responsive, and supportive throughout your experience with Hestia + Co.
Legal Compliance
This policy is designed in accordance with European consumer protection laws and reflects our commitment to fair, transparent, and lawful trading practices.