Cancellation policy

Cancellation Policy for Purchase Options

Last updated: [Insert date]

This Cancellation Policy applies to all orders placed through https://www.ella-smile.net/.

If you wish to cancel your order, please contact us as soon as possible at support@ella-smile.net.

1. Pre-order items

If your order contains a pre-order item and the order has not yet been dispatched, you may request cancellation by contacting us at support@ella-smile.net.

Once a pre-order item has been dispatched, the order can no longer be cancelled and will instead be handled under our Returns & Refunds Policy.

For pre-order products, the estimated dispatch time is shown on the product page, at checkout or in your order confirmation email where applicable.

2. In-stock items

If your order contains an in-stock item and it has not yet been dispatched, we may be able to cancel the order upon request.

If the order has already been dispatched, cancellation is no longer possible and the order must be returned in accordance with our Returns & Refunds Policy.

3. Buy One, Get One Free offers

If your order includes a Buy One, Get One Free promotion, cancellation of the order may only be possible before dispatch.

If a promotional order is cancelled after payment but before dispatch, the full order will be cancelled and refunded.

If you return a promotional order after delivery, both items supplied under the promotion must be returned in accordance with our Returns & Refunds Policy, unless otherwise required by law.

4. Refunds after cancellation

Where a cancellation request is approved, any refund will be issued to the original payment method.

Refund processing times may vary depending on your payment provider, but we will process approved refunds within a reasonable time.

5. How to request cancellation

To request a cancellation, please email us at:

support@ella-smile.net

Please include:

- Your full name
- Your order number
- The email address used for the order
- A brief reason for the cancellation request

6. Important note

This policy does not affect your statutory rights under UK consumer law.

If your order is faulty, damaged, incorrectly supplied or not as described, please contact us immediately and we will assist you in line with your legal rights.