Cancellation Policy

At Xemeso, we pride ourselves on our fast processing times to get your cookware to you as quickly as possible. Because of this, our window for cancelling an order is very short. Please review the guidelines below.

1. How to Request a Cancellation

If you need to cancel or modify an order, please contact us immediately.

  • Email: [email protected]

  • Subject Line: Please use the subject line “CANCEL ORDER [Your Order #]” so our team can identify and prioritize your request.

  • Timeframe: You generally have 1 hour after placing your order during business hours to request a cancellation before the order moves to our warehouse floor.

2. Successful Cancellations

If we receive your request before the order has been processed or a shipping label has been created:

  • We will cancel your order immediately.

  • You will receive a confirmation email.

  • A full refund will be issued to your original payment method (please allow 3-5 business days for the funds to appear).

3. Unsuccessful Cancellations (Shipped Orders)

If your order has already been processed, packed, or shipped (meaning a tracking number has been generated):

  • We cannot cancel the order.

  • You will need to wait for the package to be delivered and then follow our Return Policy to send the item back.

  • Important: If you are unable to cancel and must return the item, you will be responsible for the return shipping costs, and original shipping fees are non-refundable.

4. Refused Shipments

If an order has shipped and you refuse the package upon delivery to avoid paying return shipping:

  • A “Refused Package” fee may be deducted from your refund to cover the return shipping charges billed to us by the carrier.

  • We strongly recommend accepting the package and following the standard return process to ensure a smooth refund.

5. Cancellations by Xemeso

Occasionally, Xemeso may need to cancel an order due to unforeseen circumstances. We reserve the right to cancel orders for reasons including, but not limited to:

  • Stock Issues: If an item is unexpectedly out of stock or damaged in inventory.

  • Payment Verification: If our system detects a high risk of fraud or cannot verify payment details.

  • Pricing Errors: In the event of a genuine pricing or typography error on our website.

  • Address Issues: If the shipping address provided is undeliverable by our carriers.

If we cancel your order, you will be notified via email immediately, and a full refund will be processed.