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Cancellation Policy

This Cancellation Policy explains when and how you can cancel an order with BRANCARTNEST. Because we prepare orders quickly, the window for cancellation is short, and this page sets out exactly how it works.

1. Cancelling Before Dispatch

You may request to cancel an order at any time before it has been dispatched. To do so, contact us as soon as possible with your order number using the details at the end of this page. If your order has not yet entered the dispatch stage, we will cancel it and issue a full refund to your original payment method.

2. Orders Already Dispatched

Once an order has been dispatched, it can no longer be cancelled. In that case, you may still return the item after it arrives in accordance with our Returns and Refund Policy. We are happy to guide you through that process.

3. Custom and Personalized Orders

Personalized or made-to-order items enter production shortly after the order is confirmed. Cancellation of such an item is only possible if production has not yet begun. Once production has started, the order cannot be cancelled unless the item turns out to be faulty.

4. Cancellations by BRANCARTNEST

We reserve the right to cancel an order in circumstances such as an item being unavailable, an error in pricing or description, a failure to verify payment, or suspected fraudulent activity. Where we cancel an order that has already been paid for, we will refund it in full and, where possible, explain the reason.

5. How Refunds Are Processed

Refunds for cancelled orders are issued to the original payment method. The time it takes for the refund to appear depends on your bank or payment provider, and we will always confirm to you once a refund has been processed on our side.