Cancel Order Policy

Order Cancellation Policy

Need to stop or change an order? The answer depends on whether the parcel has already left.

Last updated: September 1, 2026

Can I cancel my order?

Yes, provided we can stop the order before dispatch. There is no cancellation charge, but contact us quickly: the order is cancelled only after KERVYRA confirms in writing that it has been stopped.

1. Send us the cancellation request

Replying to the order confirmation is usually quickest, although the Contact Us page works as well. Include the order number, purchaser name, and the item or complete order you want us to stop. You do not have to give a reason, although optional feedback can help us improve.

Please send the request from the email used for the order when possible. We may ask for limited verification before changing or cancelling an order, but we will never ask for your full card number, password, or one-time security code.

2. If the parcel has not left

If the parcel has not been handed to the carrier, cancellation is free regardless of how many hours have passed since you ordered. We will stop the order and confirm how the refund is being handled.

Orders can move into packing quickly. An automated email, or even a message waiting in the customer-service inbox, does not mean the parcel has been intercepted. Our written cancellation confirmation is the point at which you know it has stopped.

3. If the parcel is already on its way

Once a parcel has been handed to the carrier, it usually cannot be cancelled, changed, or recalled. After delivery, you may request a return if the item meets the Return Policy.

Please do not refuse the parcel unless customer service or applicable law tells you to do so. Refusal may create return, storage, or customs costs and does not automatically qualify for a full refund.

4. Changing the address, item, or quantity

Contact us immediately if you need to correct the address, remove an item, or change the product or quantity. We can make a change only before the order is committed to fulfillment or dispatch.

A change may require cancellation and a new order. Any price difference, promotion eligibility, tax, or shipping charge will be recalculated for the updated order. We will not add a higher-priced item without your agreement.

5. Cancelling only part of an order

If only part of an order can be stopped, we will identify the cancelled item and continue the rest unless you ask us to cancel the remaining unshipped items and we can still do so.

A tracking number for one parcel does not always mean every item has shipped. Contact us promptly if you need to cancel an item that does not yet show as dispatched.

6. When KERVYRA has to cancel

We may cancel an order or item before dispatch if it is unavailable, payment or address cannot be verified, there is a clear pricing or listing error, the order appears unauthorized or abusive, or delivery would breach law or carrier restrictions.

We will explain the cancellation when we can reasonably do so and refund the cancelled amount. We will not charge a cancellation fee when KERVYRA cancels.

7. When the money goes back

After cancellation is confirmed, we normally initiate the refund to the original payment method within 3 business days. A bank or payment provider may then need about 5–10 business days to post it. The provider, not KERVYRA, controls the posting time.

If the payment is still pending rather than captured, the provider may release the authorization instead of showing a separate refund. The release time depends on the provider.

8. Cooling-off rights after delivery

A pre-dispatch cancellation request is different from a legal right to withdraw after delivery. If a cooling-off or withdrawal right applies where you live, you may use it within the legal period, subject to lawful exceptions for sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.

See the Return Policy for the 14-day process and hygiene-seal rules. Nothing here reduces any non-waivable cancellation or consumer right.

9. How to reach us quickly

For the quickest review, reply to the order confirmation and put “Cancellation request” together with the order number in the message. We will tell you whether the order was stopped, changed, or already dispatched.