Cancellation Policy
At Hestejarin (“we,” “us,” or “our”), we understand that circumstances may change after an order is placed. This Cancellation Policy explains our order cancellation procedures, eligibility requirements, refund methods, and expected refund processing times for purchases made through our online store.
Our goal is to provide clear and consistent information so that customers understand their options before and after placing an order. This policy should be read together with our Terms and Conditions, Shipping Policy, and Return and Refund Policy.
1. Order Cancellation Eligibility
Cancellation eligibility depends on the time elapsed since the order was placed, the order’s fulfillment status, and whether the order has already been dispatched.
I. Orders Within 48 Hours of Placement
Orders submitted within 48 hours of placement may be eligible for cancellation if they have not yet been dispatched. Customers who wish to cancel an eligible order should contact our customer support team as soon as possible.
If the cancellation request is approved before dispatch, we will cancel the order and initiate the applicable refund to the original payment method.
II. Orders More Than 48 Hours After Placement
Orders placed more than 48 hours ago are generally not eligible for cancellation under our standard cancellation procedure. However, if an order has not yet been dispatched, customers may contact us to inquire whether cancellation is still operationally possible.
Approval depends on the order’s actual fulfillment status and whether the order can be stopped before dispatch. Submitting a request does not guarantee cancellation.
III. Orders Already Dispatched
Orders that have already been dispatched generally cannot be canceled through our standard cancellation procedure. Customers who no longer wish to keep a delivered or in-transit order may contact us to discuss the available options under our Return and Refund Policy.
Any return, refund, or other remedy remains subject to the applicable policy terms and applicable law. Nothing in this policy is intended to limit consumer rights that cannot legally be waived.
IV. Delayed or Unfulfilled Orders
If we cannot ship an order within the applicable promised shipping timeframe, we will provide any notice, cancellation option, or refund required by applicable law. Where the Federal Trade Commission’s Mail, Internet, or Telephone Order Merchandise Rule applies, we will follow its requirements concerning shipping delays, customer consent to delays, order cancellation, and refunds.
2. How to Request a Cancellation
Customers should submit cancellation requests as soon as possible because order processing and dispatch may continue while a request is being reviewed.
I. Contact Customer Support
Send an email to assist@hestejarin.com or call +81 235-75-2111 to request cancellation.
II. Provide Order Information
To help us locate and verify the order, please provide your order number, the email address or telephone number used at checkout, and a clear statement that you wish to cancel the purchase. A payment confirmation or other reasonable proof of purchase may be requested when necessary to verify the transaction.
III. Review and Confirmation
Our customer support team will review the request and check the order’s current fulfillment status. We will communicate the outcome using the contact information provided with the request.
If cancellation is approved, we will confirm the cancellation and initiate the applicable refund. If the order has already been dispatched or cannot be stopped, we will explain the available options under our Return and Refund Policy.
3. Refund Method and Processing Time
I. Original Payment Method
Approved cancellation refunds will generally be issued to the original payment method used for the purchase. Depending on the payment method accepted at checkout, this may include eligible payments made using American Express, Discover, JCB, Mastercard, or Visa.
For security and transaction reconciliation purposes, refunds generally cannot be redirected to a different card or payment account. Where the original payment method is unavailable or a different arrangement is required by the payment provider or applicable law, we will communicate the available options.
II. Refund Processing Time
Once a cancellation has been approved and the refund has been initiated, the funds are generally expected to appear in the customer’s account within 1–3 business days.
This is an estimated posting timeframe after the refund has been initiated. It does not include the time required to review a cancellation request, verify an order, or determine eligibility. The actual time required for the funds to appear may vary depending on the payment provider, card issuer, financial institution, or payment method.
III. Refund Delays and Follow-Up
If the refund does not appear within the expected timeframe, customers should contact us at assist@hestejarin.com and provide their order number and any available refund confirmation details.
We will review the refund status and provide reasonable assistance. Where a specific refund deadline is required by applicable law, that legal requirement will take precedence over the estimated processing timeframe stated in this policy.
4. Order Changes and Cancellation Limitations
I. Order Changes
Requests to change an item, quantity, shipping address, or other order detail are subject to the order’s fulfillment status. Customers should contact us promptly if a correction is needed. We cannot guarantee that changes can be made after processing or dispatch has begun.
II. Duplicate or Incorrect Orders
Customers who believe they have submitted a duplicate order or made an ordering error should contact customer support as soon as possible. We will review the circumstances and determine whether the order can be canceled or corrected before dispatch.
III. Statutory Rights and Payment Disputes
This policy does not exclude, restrict, or replace any cancellation, refund, or other consumer rights that apply under mandatory federal or state law. Customers who believe a transaction was unauthorized or incorrectly charged should contact us promptly so that we can investigate the issue. Nothing in this policy limits any rights customers may have through their payment provider or under applicable law.
5. Contact Us
For cancellation requests, order status inquiries, and refund questions, please contact our customer support team using the following information.
Business Name: Hestejarin
Address: 1-19-45 Yunohama, Tsuruoka, Yamagata 997-1201, Japan
Telephone: +81 235-75-2111
Email: assist@hestejarin.com
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM Eastern Time (ET)
Please include your order number and the contact information associated with your purchase so that we can identify your order and respond efficiently.
We aim to handle cancellation requests promptly, communicate decisions clearly, and process approved refunds in accordance with our stated procedures and applicable law.
6. Related Policies
For additional information about your purchase, shipping arrangements, returns, payment processing, and use of our website, please review the following policies.
III. Terms and Conditions
IV. Payment Policy
VI. Cookie Policy
VII. Legal Notice
VIII. About Us
IX. Contact Us