Our Terms & Conditions are being finalised. The commercial terms that apply to your project — pricing, payment, production approval, delivery, and cancellation — are set out in the quotation and order documents we agree with you.
Last updated: October 19, 2026
5.1 Why Cancellation Stages Matter
Your order is made specifically for you. By the time you cancel, we may already have committed money — to artwork preparation, to materials, to production time, or to freight bookings.
Custom-made items generally cannot be returned to stock or resold to another customer, so a late cancellation can leave us holding cost with no sale.
This policy sets out what happens at each stage so you can decide as early as possible, and so the outcome is fair and predictable whichever side you are on.
5.2 How to Request Cancellation
Email hello@lobbybrand.com with the subject line “Cancellation Request” and your order or quotation reference.
We will confirm in writing what we can do and what the position is. Cancellations are not treated as effective until we have confirmed them in writing.
5.3 Cancellation by Stage
These are the same eight stages, in the same order and with the same names, as in Refund & Return Policy section 4.3. The two tables are one model, not two.
| # | Stage | Can it be cancelled? | What happens to money already paid |
|---|---|---|---|
| 1 | Inquiry Submitted | Yes | Nothing has been paid. No charge. |
| 2 | Quote Not Yet Accepted | Yes | Nothing has been paid. No charge. |
| 3 | Quote Accepted but Not Paid | Yes | No charge, except where a separately agreed paid service was engaged at this stage. |
| 4 | Payment Received, Work Not Yet Started | A cancellation request will be accepted | Handled under the prior agreement and against costs actually incurred, reasonable, and not recoverable. |
| 5 | Design Preparation or Material Procurement | Handled case by case | Handled against design, procurement, and other related costs actually incurred and not reasonably recoverable. |
| 6 | Custom Production Started | Not accepted as of right. Exceptional circumstances are discussed case by case. | Depends on the outcome of that discussion, and on costs actually incurred. |
| 7 | Production Completed, Not Yet Shipped | A change-of-mind cancellation is not accepted | Quality issues are handled under Refund & Return Policy sections 4.4 and 4.5. |
| 8 | Shipped or Delivered | Ordinary change-of-mind returns are not accepted | Production errors, transit damage, and departure from the confirmed specification are handled under Refund & Return Policy sections 4.4 and 4.5. |
No fixed percentage applies. We do not charge a fixed cancellation fee, a non-refundable deposit, or an automatic 30% / 50% deduction at any stage. Any cost applied is the actual, reasonable, evidenced cost described above.
Stage 3 does not create a contract. Accepting a quotation does not by itself make you an order, and payment terms, design approval, and order confirmation are separate steps. See Terms & Conditions sections 2.4, 2.7 and 2.8.
5.4 Charges Already Committed
Where a cancellation at stage 4, 5, or 6 results in costs that have actually been committed and cannot reasonably be recovered — for example materials purchased, production time booked, or freight arranged — we will explain those costs and how they were calculated before applying any deduction.
We will not apply a charge we cannot explain or evidence, and we will not apply a fixed percentage.
5.5 Customer-Cause Cancellation
If a cancellation is requested because of something within your control — a change of mind after approving a configuration, a change to artwork after production approval, or a change to the delivery address after freight booking — the position in section 5.3 applies, and any costs actually incurred and not reasonably recoverable may be deducted.
If a delay is caused by an outstanding approval we are waiting for, the project timeline moves accordingly.
5.6 Our Cancellation of Your Order
We may cancel an order where we cannot fulfil it as agreed — for example a production or freight issue we cannot resolve, or a requirement we are unable to meet accurately.
If we cancel, we will tell you promptly, explain why, and refund any amounts you have paid that we cannot apply to work we have delivered.
5.7 Refunds
Refunds arising from cancellation are handled under the Refund & Return Policy — section 4.3 for the stage position, section 4.6 for refund method and timing.
In summary, and identically as stated in that policy: after a refund has been reviewed and approved in writing, we will initiate it within 10 business days. Actual receipt depends on your bank or payment service provider.
5.8 Quality Issues After Cancellation Is Declined
Where a cancellation is not accepted under section 5.3 but the item has a verified production error, has been damaged in transit, or does not match the confirmed specification, that is handled under Refund & Return Policy sections 4.4 and 4.5. The remedies available — repair, replacement, remanufacture, or an appropriate refund — are set out there.
Declining a change-of-mind cancellation does not remove any right you have in respect of a genuine quality problem.
5.9 Consistency With Our Refund Policy
This policy and the Refund & Return Policy describe the same eight project stages using the same stage names and the same positions. If any wording appears inconsistent between them, contact us at hello@lobbybrand.com and we will clarify before you commit to anything — the Refund & Return Policy governs what happens to the money, and this policy governs when a cancellation can be accepted.