Cancellation policy

MENTARA CANCELLATION POLICY

Last Updated: March 24, 2026

Order Cancellation

Orders can be cancelled within 24 hours of purchase by contacting us at Sales@mentara.shop

To cancel an order:

  • Email us within 24 hours of placing your order
  • Include your order number
  • Clearly state you want to cancel

A $2.00 restocking fee may apply to cancelled orders to cover administrative costs.

Once an order has been fulfilled, it cannot be cancelled, but may be returned under our 90-Day Money-Back Guarantee (see our Refund Policy for details).

Subscription Cancellation

You may cancel subscriptions at any time through your account settings or by contacting us at Sales@mentara.shop

Important:

  • Cancellations must be submitted at least 24 hours before your next billing date
  • Cancellations take effect at the end of the current billing cycle
  • No refunds are provided for partial billing periods
  • Once a subscription order is processed, it cannot be cancelled, refunded or returned.

Payment Plan Cancellation (if applicable)

Payment plans can be cancelled before fulfillment.

Once your order is fulfilled, standard return policies apply. Contact us at Sales@mentara.shop for assistance.

Important Shipping & Product Information

Before cancelling due to shipping delays or product concerns:

Shipping Timeframes

Shipping may take longer than 2 weeks (14 days) due to:

  • International sourcing of ingredients (including from China when necessary)
  • Holiday periods including Chinese New Year and other international holidays
  • Customs clearance and logistics delays
  • Carrier disruptions or high volumes

Product Appearance

The product you receive may look different from images on our website due to custom branding, packaging updates, or ingredient sourcing variations.

After Cancellation Window

If your order has already been fulfilled and you missed the 24-hour cancellation window:

You may be eligible for our 90-Day Money-Back Guarantee if this is your first-time purchase of the specific product.

To request a return:

  • Email Sales@mentara.shop within 90 days of delivery
  • Returns require authorization before shipping back
  • Customer is responsible for return shipping costs
  • Restocking fee of up to 15% will apply
  • Shipping and handling fees are non-refundable

See our Refund Policy for complete details.

Refund Processing

Approved cancellations (within 24 hours and before fulfillment) are refunded to your original payment method within 10 business days.

The $2.00 restocking fee will be deducted from your refund.

Allow additional time for your bank to process the refund (typically 3-5 business days).

Payment Disputes

We strongly encourage you to contact us at Sales@mentara.shop before filing a payment dispute with your bank. We can often resolve issues faster than the dispute process.

Instead of filing a payment dispute, please contact us:

✅ Within 24 hours: Request cancellation before fulfillment
✅ After fulfillment: Request return authorization under our 90-Day Guarantee
✅ For subscription charges: Contact us to discuss cancellation options

If you file a payment dispute:

  • We will provide evidence to your bank including order records, fulfillment confirmations, and policy acknowledgments
  • Your account will be suspended pending resolution
  • Filing a dispute does not cancel your order or subscription—it initiates a separate investigation process with your bank

We maintain comprehensive records including:

  • Order confirmations and checkout records
  • Fulfillment and delivery confirmations
  • Subscription enrollment authorizations
  • Customer communications
  • Policy acceptance records

Chargeback abuse (such as filing disputes instead of following proper cancellation procedures or claiming non-receipt of delivered items) may result in:

  • Permanent account termination
  • Reporting to fraud prevention services
  • Collection efforts for legitimate amounts owed plus dispute-related fees

Contact Us

Questions about cancellations, shipping delays, or returns?

Email: Sales@mentara.shop

Please include:

  • Your order number
  • Reason for cancellation
  • When you placed the order

Response time: 3-5 business days

Summary

Before placing an order, please understand:

✅ You have 24 hours to cancel before fulfillment
✅ $2.00 restocking fee applies to cancellations
✅ Once fulfilled, orders cannot be cancelled (but may be returned)
✅ Subscription cancellations must be done 24 hours before next billing
✅ Shipping may take longer than 2 weeks due to international sourcing
✅ Product appearance may vary from images
✅ We encourage contacting us directly to resolve any issues

END OF CANCELLATION POLICY