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For buyers · Production and lead time

Cancelling an order

Until the payment is booked you can cancel at no cost, because you have not paid anything yet. After payment production starts, cancellation needs our consent and the refund may be reduced by costs incurred.

When you cancelRefund
before payment (also after the partner confirms)no cost: you have not paid anything yet
after payment, once production has started (with HexoParts' consent)the amount reduced by the partner's documented costs (material, work done) plus 10%, up to the price of the cancelled item
when shipping is 3 or more business days latethe full amount paid
after the parts have shippedcancellation not possible, you can file a claim

The same rules apply to private persons. They do not limit statutory consumer rights.

Related articles

Refunds: when and howWe refund by the same payment method, with a credit note. Here are all situations that entitle you to a refund, with deadlines.Can I return parts without giving a reason?No. Parts are made to your specification, so there is no right of withdrawal. You can cancel before production or file a claim.Lead time and delaysThe shipping date is counted in business days from acceptance for production. For a delay on our side you get a discount or can cancel the order.

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