Cancellation policy

1. Eligibility for Cancellation

  • Orders may only be cancelled before the order is shipped or processed.
  • Once an order has been packed, dispatched or handed over to the courier, no cancellations or refunds will be permitted.

2. Pre-Orders & Order on Request Products

  • All Pre-Orders and Order on Request items are strictly non-cancellable and non-refundable, regardless of order status.
  • These products are specially sourced and secured for the customer, and cancellations cannot be accommodated under any circumstances.

3. How to Cancel an Order

To request a cancellation, customers must contact us promptly through one of the following:

All requests must include the Order Number, Full Name and Reason for Cancellation.

4. Refunds for Cancelled Orders

  • Approved cancellations (before shipping/processing) will be refunded via bank transfer only within 5 working days.
  • Refunds will not be issued in store credit for cancellations before order is shipped.
  • A 5% processing fee will be deducted from the refund amount to cover payment and administrative charges.

5. Fraud Prevention & Company Rights

  • ICONA VAPE reserves the right to cancel any order at its sole discretion if it suspects:
    • Fraudulent activity
    • Underage purchases (under 18)
    • Policy violations
  • Incorrect or unverifiable customer informationIn such cases, refunds (if applicable) will be processed according to this policy.

6. Courier Stage

  • Once an order has been handed over to the courier, cancellation is not possible.

  • Customers must then follow the terms outlined in our Return & Refund Policy.

7. Final Authority

ICONA VAPE reserves the right to refuse or deny any cancellation request that does not meet the above criteria.