Cancellation Policy and Return Conditions
Detailed information on the conditions and procedures for cancelling orders or requesting returns.
Cancellation Policy and Return Conditions
Detailed information on the conditions and procedures for cancelling orders or requesting returns.
Order Cancellation Conditions
The window in which you can cancel your order varies depending on the order status:
| Order Status | Can Be Cancelled? | Automatic / Manual | Description |
|---|---|---|---|
| Awaiting Payment | Yes | Automatic | Can be cancelled before payment is completed |
| File Review | Yes | Automatic | Can be cancelled before printing starts |
| Preparation Stage | Partially | Manual | Contact customer services |
| Printing | No | — | Cannot be cancelled once printing has begun |
| Shipped | No | — | Return only |
Important: Orders that have entered the printing stage cannot be cancelled. However, you may request a return after the product has been delivered.
Order Cancellation Process
Start the Cancellation Request
From the Dashboard:
- Go to the My Orders page
- Find the order you wish to cancel
- Click the "Cancel" button
State the Cancellation Reason
Select your cancellation reason (optional):
- Wrong file uploaded
- Delivery address changed
- Budget change
- Design change
Wait for Cancellation Confirmation
- Automatic Cancellation: Confirmed instantly
- Manual Cancellation: Customer services confirms within 1–4 hours
Refund or Credit Handling
If a payment was made, the live pilot does not start an automatic card refund flow. Support and operations review the order status, production stage, and payment reconciliation:
- Bank transfer / EFT: Refund or credit is confirmed by operations
- Open account / corporate terms: Balance or invoice correction is handled through the customer account
- Manual payment approval: Support decides after checking production and delivery status
Card payment and escrow are not included in the live pilot. Automatic card refunds and platform escrow dispute screens are not promised in this phase.
Return Conditions
Accepted Returns
✅ Production Error: Colour deviation, cutting error, low print quality
✅ Shipping Damage: Crushed or torn packaging, damaged product
✅ Right of Withdrawal: Within 14 days, no reason required
Non-Accepted Returns
❌ Customer-Caused Errors: Wrong file uploaded (and approved)
❌ Personalised Products: Name-printed or custom-designed items
Wissenscheck
At which stage can an order no longer be cancelled automatically?
Within how many days can the right of withdrawal be exercised?
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