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We are sorry to hear about your experience.
As explained in our correspondence, cancellation is not possible after an order has already been shipped. In such cases, customers may return the item after receipt for a refund according to our policy.

In this case, the package was shipped via FedEx and multiple delivery notices were issued, but the item was not received and was eventually returned to us. Because the return did not follow the standard procedure, the order could not be processed as a regular cancellation.

However, if you would like to proceed, please submit a return request from your account. We will be happy to issue a refund minus the applicable handling fees once the request is received.

Thank you for your understanding.