What rights do my customers have to cancel orders?

As a UK-based business, Papello operates in accordance with the Consumer Contracts Regulations (which replaced the Distance Selling Regulations). While these regulations generally provide consumers with a "cooling-off" period to cancel online orders, there are specific exemptions that apply to the products we manufacture for you.

The Personalisation Exemption

Under the Consumer Contracts Regulations, the right to cancel does not apply to items that are "made to the consumer’s specifications or are clearly personalised."

Because every product fulfilled by Papello is printed on demand, they are classified as tailor-made, custom-made, and bespoke. Each item is created specifically to the unique requirements of the order and would not exist otherwise. Consequently:

Your customers do not have a legal right to cancel or return an order for a refund once production has started, unless the product is inherently defective.
This exemption allows you to protect your margins by not being forced to accept returns for goods that cannot be resold.

When Can an Order Be Cancelled?

You may cancel an order and receive a refund only if the production process has not yet been initiated.

Before Production: If the order is still in the "Pending" or "Manual Release" stage, it can usually be cancelled.
During/After Production: Once an order moves to "In Production" or "Printed," we have already committed materials and labour to the bespoke commission. At this stage, the order can no longer be cancelled or refunded.

How to Request a Cancellation

If you need to cancel an order before it hits our printers, you must act quickly:

Check the Status: View the order in your Papello dashboard.
Contact Us Immediately: The quickest way to do this is via live chat.

Please note that due to our automated workflows, the window between an order being placed and entering production can be very small. We recommend using a Processing Delay in your account settings if you want a guaranteed window to review and cancel orders before they are charged and printed.