Before you confirm#
Starting a checkout holds the specific machines in your cart for a short period so nobody else is sold them while you are paying. The hold is shown on the checkout screen and counted by our server. Abandoning the checkout releases the machines back to the catalogue immediately; letting the hold lapse does the same thing a little later. Nothing is owed either way and no order exists.
Where your organisation requires an internal approval, the machines are held while it is outstanding, for a longer period. Stock cannot be held indefinitely waiting for a manager, so if the approval is not given the hold lapses and the machines return to the catalogue. If your approver rejects it, the order is cancelled in full at that point and no contract is formed.
After the order is confirmed#
There is no self-serve cancellation once an order is confirmed. That is a genuine gap rather than a policy: no such control exists on the site today, and we are not going to write a clause describing a button you cannot press. Write to customer care with your order number and we will deal with it by hand.
A confirmed order is one we have already bought the machines for from the supply point, which is why cancellation after that point is a conversation rather than a click.
After delivery, cancellation is a return#
Once a machine has been delivered, the route is the inspection window rather than a cancellation: 48 hours from delivery to send it back for any of six stated reasons, and returns and refunds sets out how. We do not offer an open change-of-mind return outside that window, and we do not claim to.
Money#
Orders are prepaid. Credit terms are not offered on this platform today, so a cancellation is always a question of returning money you have already paid rather than of cancelling an amount you owe.
The route and timing of that return are not yet published, for the same reason they are not published on the returns page.
Refund route and timing — not yet published