To cancel an order, you must submit a cancellation request immediately after placing the order via our chatbot, which you can find at the bottom right of the page when you go to 'customer service' on the homepage.

Orders can only be canceled once payment has been completed.
Have you already paid but can’t find the order through the chatbot? Then you may be entering the wrong order number, or the payment has not yet reached us. Please check if you have received an order confirmation by email.

After you have successfully submitted your cancellation request, the chatbot will confirm this immediately. It can then take up to 5 business days for the order to be officially canceled and refunded. After the refund is issued, it may take an additional 2–4 business days before the amount appears in your bank account. Once the order is officially canceled, you will receive an email confirming your refund.

If the chatbot indicates that cancellation is no longer possible, unfortunately, you were too late, and your order is already being processed. Once the processing has started, we can no longer cancel orders, which is why it’s recommended to submit your request as quickly as possible.

Please note: During busy periods (such as around and following the holidays), it may take longer to process your request. In such cases, we do our best to handle your request as quickly as possible. We kindly ask that you do not submit multiple requests, as this only further delays the process.

Please note: If you want to cancel only part of your order and still receive the rest, please inform the chatbot after submitting your cancellation request. A staff member will try to accommodate this during the handling of your request.

Please note: If you submit a cancellation request via the contact form or by phone, there is no guarantee that your order will be canceled in time. We strive to ship orders as quickly as possible, so it is important to submit cancellations via the chatbot as soon as possible.

The option to submit a cancellation request is a service provided by Lightexpert, and no rights can be derived from such requests.