Cancellation policy

Purchase Options & Cancellation Policy

Some items in our store may be offered to you as a pre-order or special/custom order. This cancellation policy lays out how you can change or cancel these kinds of purchases.

Custom orders

Custom orders (made externally) typically require a 50% deposit at the time of order, with the balance due on collection or before dispatch. Because these items are made specifically for you, they cannot be cancelled once work has begun, and deposits are non-refundable unless the item is later found to be faulty. This applies even if you change your mind after placing the order.

Repairs

Repairs may require a lower deposit, typically around 30%, with the balance due on collection.

Lay-away / put-away payments

For certain custom orders, we may offer a put-away payment arrangement, where you pay a deposit (around 30%) and settle the remaining balance within 12 weeks.

If the balance hasn't been settled within this time, we'll offer a further 3 months to complete payment and collect your item. If payment still hasn't been made by the end of this extended period, the item will be returned to stock and the deposit will be forfeited.

As with other custom orders, put-away deposits are non-refundable unless the item is faulty, and the order cannot be cancelled once work has begun.

Pre-orders on standard stock

For pre-orders on standard (non-customised) stock, you can cancel any time before the order has been fulfilled, and any deposit or payment taken will be refunded in full. Once the order has been fulfilled, it can't be cancelled, but you may be able to request a refund — see our Returns Policy for more details.

If you're ever unsure which terms apply to your order, just ask our team before you pay your deposit and we'll confirm.