Last updated: July 2026
At Craft Garage, most of our products are made to order — custom-cut, engraved or 3D printed specifically for you. Because of this, our cancellation window is shorter than you’d find with off-the-shelf retail products. This policy explains when and how you can cancel an order.
Standard & Custom Orders
- Orders may be cancelled free of charge at any time before production has started.
- Once design work, laser cutting, engraving or 3D printing has begun, the order cannot be cancelled, as materials and time have already been committed to your specific order.
- For custom orders requiring a design proof, production only begins once you’ve approved the proof — so you’re welcome to request changes or cancel right up until that approval is given.
How to Cancel
To cancel an order before production begins, contact us as soon as possible at [Email Address] or [Phone Number], quoting your order number. We’ll confirm whether production has started and process your cancellation and refund accordingly.
Refunds for Cancelled Orders
- If your order is cancelled before production starts, you’ll receive a full refund to your original payment method, generally within [X business days].
- If production has already started, please see our Returns & Refunds Policy — custom and personalised items that have entered production are not eligible for a refund.
Online / Distance Sales & the Consumer Protection Act
South African consumer law (including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act) provides certain cancellation rights for online purchases. However, goods that are custom-made or manufactured to a consumer’s specifications are generally excluded from standard “cooling-off” cancellation rights once production has begun, as they cannot reasonably be resold. This is consistent with the terms set out above.
Standard, non-personalised products purchased through our site follow the same principle: cancellation is available before dispatch, and any issues after delivery are handled under our Returns & Refunds Policy.
Order Changes
If you’d like to change a detail on your order (e.g. size, colour, engraving text) rather than cancel it entirely, get in touch as early as possible — we’re happy to accommodate changes wherever production allows.
Questions?
If you’re unsure whether your order can still be cancelled or changed, contact us at [Email Address] with your order number and we’ll let you know where things stand.