Cancellation Policy

At Enelo Shop, we understand that sometimes plans change. This Cancellation Policy outlines how and when you can cancel an order, and what happens after cancellation.

1. Overview

You may cancel your order under the following conditions:

• Before dispatch: Full cancellation with full refund — no fees
• After dispatch but before delivery: Cancellation treated as a return; standard return shipping terms apply
• After delivery: Subject to our Refund Policy return window and conditions

2. Cancellation Before Dispatch

If your order has not yet been packed and dispatched, you are entitled to a full cancellation with a 100% refund. No cancellation fees or restocking fees apply.

To check if your order has been dispatched:

• Log in to your My Account page and view your order status
• Contact us directly with your order number
• Check your email for a dispatch confirmation — if you haven't received one, your order is likely still being processed

3. Cancellation After Dispatch

Once your order has been dispatched, we cannot cancel the shipment in transit. However, you have the following options:

• Refuse delivery — Inform the courier that you are refusing the parcel. It will be returned to us, and we will process a refund minus any return shipping costs
• Accept and return — Receive the parcel and initiate a return under our Refund Policy

4. How to Cancel an Order

You can request a cancellation using any of the following methods:

1. Email: Send your cancellation request to info@enelo.shop with your order number in the subject line
2. Phone: Call us on 079 254 6359 during business hours (Mon–Fri, 9 AM – 5 PM SAST)
3. WhatsApp: Message us on our business WhatsApp line with your order number
4. Account Dashboard: Logged-in users can request cancellation directly from the My Orders page (if order status permits)

Please include the following information in your cancellation request:

• Your full name
• Order number (e.g., #ENE-12345)
• Date of order
• Reason for cancellation (optional, but helps us improve)

5. Cancellation Timeframes

We process cancellation requests during the following hours:

• Monday – Friday: 9:00 AM – 5:00 PM (SAST)
• Saturday: 9:00 AM – 1:00 PM (SAST)
• Sunday & Public Holidays: Requests will be processed on the next business day

Cancellation requests received outside business hours will be handled on a first-come, first-served basis the next business day. We recommend requesting cancellation as early as possible to increase the likelihood of stopping dispatch.

6. Refund Processing After Cancellation

Once your cancellation is confirmed:

• Before dispatch: Refund processed within 3-5 business days; funds visible in your account within 5-10 business days depending on your bank
• After dispatch (refused delivery): Refund processed within 5-7 business days after we receive the returned parcel
• Store credit option: If you choose store credit instead of a refund, credit is applied immediately upon cancellation approval

All refunds are issued in South African Rand (ZAR) to the original payment method. We do not refund to alternative payment methods for security reasons.

7. Exceptions & Non-Cancellable Items

The following orders cannot be cancelled once placed:

• Custom or personalized items — These are made to order and production begins immediately
• Digital products or gift cards — Delivered instantly and cannot be recalled
• Items marked "Final Sale" or "Non-Returnable" — Clearly indicated on the product page
• Perishable goods — Due to their nature, these cannot be cancelled once ordered
• Orders already delivered — These fall under our Refund Policy instead

8. Subscription Cancellations

If Enelo Shop offers subscription services in the future, the following terms will apply:

• Subscriptions can be cancelled at any time before the next billing cycle
• No partial refunds for unused subscription periods
• Cancellation takes effect at the end of the current paid period
• You will retain access to subscription benefits until the end of the current billing cycle

Note: Enelo Shop currently does not offer subscription services. This section will be updated if subscriptions become available.

9. Contact Us

If you have any questions about cancelling an order or need assistance, please contact us:

• Email: info@enelo.shop
• Phone: 079 254 6359
• Address: MANHATTAN LOFTS, ALRODE, Alberton, 1447
• Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (SAST)

We aim to respond to all cancellation requests within 24 hours during business days. For urgent cancellations, we recommend calling us directly.