Cancellation Policy

This policy covers pre-dispatch cancellations of shipped orders, and pre-dispatch modifications (address, size, quantity, or item swaps). Any customer who has placed an order may request a cancellation under the conditions below.

• Online Orders (Shipped): cancellation requests must reach support before 2:00 PM PT on the dispatch day. Orders dispatched before the request is received are handled under the Return & Refund Policy.

1. Email: send your order ID, name, and reason to [email protected].
2. Phone: call (760) 936-3480 during business hours (Mon, Tue & Thu 10:30–18:30 · Wed 10:30–18:00 · Fri 10:30–13:00 · Sat 09:00–13:00 · Closed Sunday).

Support replies 1 business day. Once approved, the refund follows the timing described in Section 5.

Once an order has been dispatched, it can no longer be cancelled. To proceed, please follow our Return & Refund Policy; the return window is 30 days from the date of delivery.

For approved cancellations (before dispatch), refunds are issued to the original payment method in USD within 5–7 business days after cancellation approval.

Your bank or card provider may add 1–2 additional business days before the refund appears on your statement.

Steps Serenity Shop does not charge cancellation, processing, or restocking fees for orders cancelled within the window described above. Customers receive a full refund of the order amount paid.

Pre-dispatch cancellations are not split or partially refunded — the refund is always for the full order amount.

Modifications to a placed order (address change, size or quantity change, item swap) must reach support before 2:00 PM PT on the dispatch day, via the same channels listed in Section 3. Modification requests received after dispatch are handled under the Return & Refund Policy.