Cancellation policy

AxeHouseCraft Cancellation Policy

Last updated: October 29, 2026

At AxeHouseCraft, we aim to provide a clear, fair, and transparent shopping experience.

This Cancellation Policy explains how customers can request order cancellations or changes, how made-to-order production affects those requests, and how applicable consumer rights are respected.

Please read this policy together with our Shipping Policy and Return & Refund Policy.

1. 24-Hour Order Review Window

We encourage customers to contact us within 24 hours of placing an order if they wish to request a cancellation or modification.

During this initial period, we will make reasonable efforts to accommodate the request, provided the order has not already entered production, fulfilment, or dispatch.

A request made within 24 hours does not automatically guarantee that an order can be cancelled or modified.

After the initial review period, orders may be submitted to our production partners and production may begin.

The 24-hour window is an operational review period. It does not restrict any statutory cancellation, withdrawal, refund, or other consumer rights that apply under relevant law.

To request a cancellation or change, please contact:

axehousecraft@thinklater.shop

Include your order number and the email address used at checkout.

2. Made-to-Order Diamond Painting Kits

AxeHouseCraft diamond painting kits are currently produced on demand.

This means that most kits enter production after an order is placed rather than being dispatched from ready-to-ship inventory.

Our made-to-order products include Hand-Rendered Diamond Painting Kits, Mystery Kits, XXL Kits, Mini Sets, and other diamond painting collections.

Once an order has been submitted to our production partner, production costs and preparation work may already have been incurred.

For this reason, requests for operational cancellation or product changes may no longer be possible once production or fulfilment has started.

However, this does not automatically eliminate a customer's statutory right of withdrawal or other legal remedies.

The applicable rights depend on the product, the nature of the order, the customer's location, and relevant consumer protection laws.

3. Standard Catalogue Products vs. Personalised Products

There is an important distinction between a standard catalogue product produced on demand and a product created specifically to a customer's individual specifications.

Standard Catalogue Products

A diamond painting selected from our regular catalogue is not automatically considered personalised merely because it enters production after purchase.

Where statutory withdrawal rights apply, customers retain those rights in accordance with applicable law.

Custom-Made and Personalised Products

Certain products may be created according to a customer's individual specifications or personal requests.

Examples may include:

Diamond paintings created from a photograph supplied by the customer.
Artwork incorporating individually requested names, text, or personal details.
Designs modified specifically according to a customer's instructions.
Products manufactured to individually requested specifications outside our standard catalogue.

Where permitted by applicable law, such products may be excluded from the standard right of withdrawal.

Once work on a genuinely personalised order has been confirmed or started, cancellation or modification may no longer be possible.

These exceptions do not remove statutory rights relating to defective, damaged, incorrect, or non-conforming products.

4. Orders Produced and Shipped from China

Most AxeHouseCraft diamond painting kits are produced and dispatched through our production partners in China.

After the initial order review period, an order may be submitted to our supplier and enter production.

At that stage, changes to the selected artwork, size, drill type, delivery details, or other specifications may no longer be technically possible.

The absence of a tracking number does not necessarily mean that an order has not entered production.

Cancellation requests received after supplier confirmation will be reviewed according to the order's actual processing status and the customer's applicable legal rights.

Please refer to our Shipping Policy for production and delivery estimates.

5. Ready to Ship Products

AxeHouseCraft may occasionally offer products explicitly identified as Ready to Ship.

These items are already in stock and do not require new production.

At the time of this update, AxeHouseCraft is not offering Ready to Ship diamond painting stock.

If Ready to Ship products become available, customers should contact us promptly to request any changes or operational cancellation before dispatch.

Once an item has been packed or dispatched, stopping the shipment may no longer be possible.

This does not affect any statutory rights that may apply before or after delivery.

6. Order Modifications

Customers may request changes to their order, preferably within the first 24 hours after purchase.

Depending on the product and its processing stage, possible changes may include:

Product size or selected options.
Square or round drills, where available.
Shipping address.
Customer contact information.
Other order details.

Changes are subject to availability and technical feasibility.

Once production, packing, or shipping has started, modifications may be restricted or unavailable.

If a requested modification changes the product price or shipping cost, we will communicate any applicable difference before proceeding.

Customers should verify their order details carefully before completing a purchase.

7. Statutory Consumer Rights

Nothing in this Cancellation Policy limits or excludes statutory consumer rights under applicable law.

For qualifying purchases covered by European Union consumer protection rules, customers generally have a 14-day right of withdrawal after receiving the goods, subject to applicable legal exceptions.

Where this right applies, it may also be exercised before the customer receives the goods.

Products genuinely made to individual customer specifications or clearly personalised may be excluded from this right where legally permitted.

The fact that a standard catalogue product was produced after the order was placed does not, by itself, establish that the product is legally personalised.

Customers exercising a statutory right of withdrawal should contact us so that the appropriate return and refund procedure can be arranged.

Please consult our Return & Refund Policy for the applicable conditions, procedures, return costs, and refund arrangements.

Where a statutory right of withdrawal applies, customers may exercise it by sending us a clear statement of their decision within the applicable legal period. Prior approval from AxeHouseCraft is not required to exercise this right.

8. Refused, Unclaimed, or Undeliverable Orders

If an order is refused, remains unclaimed, or is returned because of an incorrect address, missed delivery attempts, or other delivery issues, we will review the circumstances individually.

Refusing or failing to collect a parcel does not automatically establish eligibility for a full refund.

Where permitted by applicable law, reasonable and documented costs arising from customer-provided errors or failed delivery arrangements may be considered when determining the appropriate resolution.

However, no deductions will be applied where prohibited by applicable consumer protection laws.

A customer's statutory withdrawal rights and rights relating to missing, damaged, incorrect, or non-conforming goods remain unaffected.

For delivery problems, please contact us as soon as possible.

9. Orders We Cannot Fulfil

Occasionally, an order may become impossible to fulfil because of product unavailability, production limitations, supplier issues, or other circumstances.

If this happens, we will contact the customer and explain the situation.

Depending on the circumstances, we may offer:

An alternative product, with the customer's agreement.
An adjusted product option, where appropriate.
A replacement.
A refund.
Store credit, if the customer chooses to accept it.

Where a refund is legally required, the customer will not be required to accept store credit or an alternative product instead.

10. Refunds Following Cancellation or Withdrawal

If an operational cancellation request is approved before production or dispatch, any applicable refund will be issued to the original payment method.

Approved voluntary cancellation refunds are generally initiated within 5–10 business days, although the time required for funds to appear may vary by payment provider.

For statutory withdrawals and other refunds required by applicable law, the relevant legal deadlines and reimbursement rules apply.

Refund processing will follow our Return & Refund Policy.

Any disagreement regarding a cancellation or refund request will be reviewed according to the circumstances of the order and applicable consumer rights.

For qualifying statutory withdrawals under European Union consumer law, refunds will be handled within the applicable 14-calendar-day legal period, subject to any legally permitted withholding until the returned goods or evidence of their return has been received.