How you cancel depends on where the order is. Before you pay, nothing is charged. After you pay, you can cancel for a full refund until the shop records that work has started.
Before you pay
- Waiting for the shop: open the request and select Withdraw request, then confirm in Withdraw this request?. The shop is told and nothing is charged.
- Quote waiting for you: select Decline quote, choose a reason and confirm. Nothing is charged. See Review a custom order quote.
After you pay, before work starts
You're entitled to a full refund until the shop records its start notice.
- Open Your account → Custom requests and select your order.
- Select Cancel before work starts.
- In Cancel before work starts?, read the note. It says you are entitled to the full amount back and that Esano reviews the request within 5 calendar days.
- Select Request full refund.
You'll see "Cancellation sent to Esano for review." and the status changes to You asked to cancel. Esano asks the shop for evidence and records a decision within 5 calendar days. Payment to the shop is paused until that decision. See How long a refund takes for how refunds are returned.
The Cancel before work starts button is available only while the shop hasn't recorded a start notice and hasn't delivered. Once the shop starts, the page shows "Work began {date}." See What the start notice means.
After work has started
A change of mind isn't refundable. The full agreed quote remains payable, subject to your mandatory consumer rights. If you try to cancel, Esano tells you: "Work has started, so change-of-mind cancellation is not refundable. You can still report non-delivery, a material problem, or a mandatory right."
You're still covered when:
- The shop cancels. A seller cancellation is always a full refund. Your request history says "Seller cancelled; Esano is reviewing the full refund".
- The shop doesn't deliver. See What to do when a custom order is late.
- The files don't match the brief or are unusable. See Report a custom order problem.
After delivery
You can't cancel before work starts after the shop has delivered. Use Report an order problem within 7 days of delivery if something is wrong.
Need help? Contact Esano support.
Common questions
Can I cancel a custom order after I've paid?
Yes, for a full refund, as long as the shop hasn't recorded the start of work. Select Cancel before work starts on your request page.
Can I cancel after work has started?
Not for a change of mind. You are still covered if the shop cancels, doesn't deliver, delivers something materially different from the brief, or a mandatory consumer right applies.
How long does Esano take to decide?
Esano records a decision within 5 calendar days, and it reviews every request.
Related articles
- What the start notice means on a custom orderBuying on Esano · Custom orders
- Accept and pay for a custom orderBuying on Esano · Custom orders
- Report a custom order problemBuying on Esano · Custom orders
- What to do when a custom order is lateBuying on Esano · Custom orders
- How long a refund takesBuying on Esano · Refunds and order problems
More in Custom orders
- How custom orders work
- Find shops that take custom orders
- Send a custom order request
- Why can't I send a custom order request?
- Find and track your custom requests
- Review, decline or renew a custom order quote
- Accept and pay for a custom order
- What the start notice means on a custom order
- What to do when a custom order is late
- Get and approve your custom order files
- Ask for changes to a custom order
- Report a custom order problem
- Emails you get about custom orders
Still need help?
Email customerservice@esano.com or call 888-463-7051 (toll-free). Include your order number if you have one.