cancellation policy

1. Overview

At AJ Artisan Etchworks, many of our products are custom-made and produced specifically for each order. Because of this, cancellations are time-sensitive and limited once work begins.

2. Cancellation Window

Orders may be canceled only before production begins.

  • If your order has not entered production, you may request a cancellation for a full refund
  • Once production begins, cancellation eligibility is limited (see Section 6: Partial Refunds)

3. Custom & Personalized Orders

  • Orders with custom text, designs, or personalization are final once production begins
  • If a proof/mockup was provided and approved, the order is considered locked and non-cancelable

4. Proof Approval Impact

  • Production begins after proof approval (if a proof is provided)
  • Once approved, no changes or cancellations are allowed
  • Delays in approval may delay production timelines

5. Rush Orders (Priority Processing)

Rush orders are prioritized and often begin production immediately.

  • Rush order fees are non-refundable under all circumstances
  • Rush orders may not be canceled once placed, even if production has not visibly started
  • In limited cases, we may offer a partial refund at our discretion (see Section 6)

6. Partial Refund Tiers (Production-Based)

If cancellation is requested after work has begun, refunds may be issued based on production stage:

  • Stage 1 – Pre-Production (Design/Setup Phase):
    Refund minus design/setup time and processing fees
  • Stage 2 – Early Production:
    Up to 50% refund, depending on materials and labor already used
  • Stage 3 – Active/Completed Production:
    No refund available

All partial refunds are issued at our sole discretion, based on actual costs incurred.

7. Bulk / Large Orders

  • A non-refundable deposit is required for bulk or B2B orders
  • Once materials are ordered or production time is reserved, cancellations are not permitted
  • Partial refunds, if any, are determined based on production progress

8. How to Request a Cancellation

To request a cancellation, contact us immediately:

  • Email: service@ajetching.com
  • Include your order number and request details

Requests are handled as quickly as possible, but timing is critical.

9. Refund Processing

  • Approved refunds are issued to the original payment method
  • Processing times depend on your payment provider

10. Non-Cancellable Situations

Orders cannot be canceled if:

  • Production has started and is beyond early-stage work
  • A proof/mockup has been approved
  • The order is a rush order already in progress
  • The order is part of a bulk or B2B agreement in progress

11. Order Issues Instead of Cancellation

If your item arrives damaged or incorrect:

  • Contact us within 48 hours of delivery
  • Provide photos for evaluation
  • We will repair, replace, or resolve the issue as appropriate

12. Policy Updates

We reserve the right to update this Cancellation Policy at any time. Updates will be posted with a revised effective date.