Cancellation policy

1. General Policy

At Quantum Energy Limited (trading as AV Edge), we understand that circumstances can change. We strive to process orders quickly, but we will always honour a cancellation request as long as the order has not yet entered the fulfilment stage (i.e., it has not been packed, labelled, or shipped).

2. Eligibility for Cancellation

An order is eligible for cancellation and a full refund or credit if and only if the request is received by our Customer Service team before the order status changes to "Fulfilled" or "Shipped" in our system.

3. How to Request a Cancellation

To cancel an order, please contact us immediately through one of the following methods:

Email: info@theavedge.com

Phone: +44 (0) 204 572 1865

To expedite the process, please include your Order Number and the reason for the cancellation in your communication.

4. Cancellation Outcomes

Upon successful cancellation of an eligible order:

Payment Method: We will process a full refund to the original payment method used for the purchase.

Credit Option: Alternatively, we may offer an equivalent credit to your customer account for future use, if requested by the customer.

Processing Time: Refunds are typically processed within 5-10 business days, depending on your bank or payment provider (e.g., PayPal).

5. Ineligible Orders (Post-Fulfilment)

If a cancellation request is received after the order has been fulfilled, packed, labelled, or shipped:

We cannot guarantee cancellation.

The order will be delivered as planned.

The customer must then follow the procedures outlined in our separate Return, Refund, and Exchange Policy to return the item after receiving it.