Order Cancellation
Terminating an order by written notice before the product is handed to the carrier. For a cancelled order, the amount collected is refunded to the payment method used and the stock is released back. Once the product has been shipped, cancellation is no longer possible; the process runs through the right of withdrawal.
Cancellation and withdrawal are two different institutions. Cancellation means stopping an order that has not yet been dispatched; withdrawal means returning goods already received within the period set by the legislation. The order status determines which route applies.
- Submit the request in writing, stating the order number.
- For card payments the refund is applied to the card used for the transaction; how long it takes to appear at the bank depends on the card institution's processes.
- For payments by bank transfer, the refund is made to the account details you provide.
For custom-made or specially prepared items, cancellation may not always be possible once production has begun; such products are also listed among the exceptions to the right of withdrawal. For this reason it is important to submit the cancellation request without delay for custom work. For the procedure, the timing and the refund flow of cancellation, the current terms on your order page and in the sales contract apply.
Context in which this term is used: Return and cancellation terms