Last updated: November 22, 2025 · Applies to: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal · Currency: USD
At Henselprints, timing matters for handcrafted solid-wood furniture and wood décor that is built and shipped by parcel or Freight/LTL. This policy explains who can cancel, when it’s possible, how to send a request, and how refunds work. It works together with Henselprints’s Shipping Policy, Refund & Returns Policy, and Warranty (all amounts shown and refunded in USD).
1. Cancellation window
You can request a cancellation within 24 hours of checkout and before an item:
Enters production, or
Is handed over to a parcel carrier or Freight/LTL carrier.
For made-to-order or customized pieces, production can start quickly (for example: board selection, cutting, milling, drilling, pre-fit, finishing). Once these steps begin, cancellation is no longer available, because materials and labor are already committed to your order.
Orders cannot be canceled if they:
Have entered production, or
Have already been picked up by a parcel or Freight/LTL carrier, or
(For international shipments) have cleared export customs.
If the 24-hour period has passed or production is underway, you may still use the Refund & Returns Policy after delivery, if the item qualifies.
Order changes (such as address, product, size, or finish) are treated like a cancel & re-order:
Most changes are only possible within the same 24-hour window and before production starts.
Later changes may not be possible, or may require you to cover extra costs already incurred (for example: re-boxing, re-routing freight, re-finishing).
2. How to cancel
Email: Send an email to [email protected] within 24 hours of checkout.
Please include:
Your Order ID
The email or phone number used at checkout
(Optional) A short reason — this helps Henselprints improve in the future
Suggested subject line:
Cancel Order #[your order number]
This helps Henselprints find and prioritize your request.
Confirmation:
Henselprints will reply by email to confirm whether the order is still eligible for cancellation. For your protection, Henselprints may ask for a quick identity or address check before making changes.
Prefer not to email?
You may also use the contact form on the website, but email is usually the fastest way to secure your spot inside the 24-hour window.
3. Refunds for approved cancellations
Amount:
If your cancellation is approved, Henselprints issues a full refund in USD to the original payment method.
Currency:
Refunds are always processed in USD. If your bank or PayPal uses another currency, they will apply their own exchange rate and any fees. Any small difference you see comes from exchange rates and provider fees, not from extra charges by Henselprints.
Timing:
Henselprints starts the refund process within 7 business days of confirming the cancellation.
Banks and card issuers usually post funds within 3–7 business days after that.
PayPal bank transfers/eChecks may need 5–10 business days to clear.
You will receive an email confirmation when Henselprints has initiated the refund.
Authorization holds:
If you see a temporary “pending” or authorization hold on your card, it will be removed or converted to a refund by your bank once the cancellation/refund is processed.
Coupons / store credit:
Coupon and store-credit amounts are re-applied or refunded where possible.
Expired coupons generally cannot be reissued unless local law requires it.
4. After the 24-hour period
After 24 hours, or once:
Production has started, or
A carrier pickup has been booked or completed, or
(For international orders) export customs have cleared,
…cancellation is no longer available under this policy.
You can still use the Refund & Returns Policy after delivery if your item is eligible. Please note that made-to-order or customized items are usually non-returnable except for verified manufacturing defects or shipping damage.
If a special exception is approved after the 24-hour window (for example, an in-stock item still in the warehouse), Henselprints may deduct real costs already incurred, such as:
Pick and pack
Palletizing and materials
Labels and paperwork
Storage or re-stock handling
This helps keep pricing fair for all customers.
If Henselprints must cancel your order (for example, due to a quality-control issue, missing components, or a fraud-prevention flag that cannot be cleared), you will receive a full refund in USD, and Henselprints will offer replacement or re-make options where possible.
5. Freight/LTL & delivery scheduling notes
Many large pieces (such as beds, large benches, console tables, big shelves, and tree bookcases) are shipped by Freight/LTL:
The carrier may schedule a delivery window and may require an adult signature.
Once a freight pickup is booked or completed, cancellation is not available under this policy.
Please also note:
Missed appointments, last-minute address changes, limited access (stairs, elevators, gated entries), or special services (room-of-choice, white-glove) may result in carrier fees that cannot be waived once booked.
On delivery, whenever possible, inspect the boxes before signing.
If you see damage, note it on the paperwork, take photos, and contact Henselprints (ideally within 48–72 hours) so a claim and replacement/parts can be arranged.
Keep all packaging until Henselprints confirms next steps.
These steps work together with the Shipping Policy and Refund & Returns Policy to protect you if there is damage in transit.
6. Your rights & local law
Nothing in this policy removes or reduces your mandatory consumer rights.
Where local law gives you additional rights (for example, EU/UK withdrawal rights for eligible non-custom goods), those rights still apply as required. If any section of this policy conflicts with a rule in your country that cannot be waived, that rule will control, and Henselprints will follow it.
7. Need help deciding?
Not sure if you should cancel, change, or wait?
Contact Henselprints as soon as you can — the earlier the message, the more options we usually have.
If your order involves Freight/LTL or special services (like white-glove or room-of-choice), mention that in your message so scheduling can be checked quickly.
Support typically replies within 1–2 business days on working days (local warehouse time) for all covered regions.
8. Contact
If you have questions about cancellations, timing, or need help with a specific order, please reach out:
Address: 5001 Pacific Blvd. SW 104, Albany, OR 97321
Phone: +1 (602) 382-5257
Email: [email protected]
Support Time: Mon–Sun: 8:00 AM-5:00 PM PST
