Changing your
mind.

This Cancellation Policy explains when and how you may cancel or modify orders placed with PixerPrint, what refunds apply, and how cancellation rights differ by order stage. Last updated: July 2026. PixerPrint produces custom, made-to-order print products. Once production begins, materials are committed and labour is allocated; therefore cancellation flexibility decreases as your order progresses. This policy should be read alongside our Terms of Service, Returns Policy, and Shipping Policy. Rights under the Consumer Protection Act, 2019 apply to eligible consumer transactions where mandatory cancellation or refund rights cannot be contractually excluded.

Overview of order stages

Every PixerPrint order moves through defined stages. Cancellation options and refund amounts depend on which stage your order has reached at the time we receive and confirm your cancellation request. Stages are: (1) Order placed, proof pending — payment received or authorised, artwork submitted, digital proof not yet issued or not yet approved; (2) Proof issued, awaiting approval — proof available for your review, production not started; (3) Proof approved, pre-production — you approved the proof, order queued for production but printing not yet begun; (4) In production — printing, cutting, finishing, or binding actively underway; (5) Production complete, pre-dispatch — order finished, packed, awaiting courier pickup; (6) Dispatched — handed to courier, tracking active; (7) Delivered. We timestamp each transition in our systems to determine applicable cancellation terms.

Stage 1: Before proof is issued

If you request cancellation after payment but before we issue your digital proof, you are generally entitled to a full refund of the order value, including product and shipping charges, provided no production preparation has begun. At this stage, we have typically performed preflight review and order validation but have not committed press time or materials. To cancel, contact support at hello@pixerprint.com with your order number or submit a cancellation request through your account if the option is available. Refunds are processed to the original payment method within seven to ten business days, though banking timelines may vary. If artwork issues require extended prepress work before proof issuance, cancellation remains available at this stage unless you have requested expedited handling that has already incurred non-recoverable costs, in which case we will inform you before deducting such costs from your refund.

Stage 2: Proof issued, not yet approved

Once a digital proof is issued, you may still cancel before approval. A full refund is ordinarily available if you decide not to proceed, because production has not been authorised. We encourage you to request proof revisions rather than cancel if issues are minor. If you repeatedly request proofs without approval or cancellation, we may contact you to confirm intent. Cancellation requests at this stage should be submitted promptly through support. If payment was captured at checkout, refund processing follows the same seven to ten business day timeline. Orders on corporate PO terms that have not yet reached proof approval may be cancelled in writing by your authorised purchaser without penalty, subject to any bespoke contract terms.

Stage 3: After proof approval, before production starts

Proof approval authorises production. If you request cancellation after approval but before production physically begins, we will attempt to stop the order. Success depends on production scheduling. If we successfully halt the order before materials are committed or setup is performed, we may offer a full or partial refund at our discretion, deducting any prepress, proofing, or rush fees incurred. If production has been queued on a digital press or materials have been cut to size, cancellation may not be possible and Stage 4 terms apply. Time is critical at this stage — contact support immediately by email and phone if available. We log the moment production starts; disputes are resolved based on system timestamps and production records.

Stage 4: In production

Once printing, finishing, or binding has begun, cancellation is generally not available because products are personalised to your specifications and cannot be resold. In exceptional circumstances — such as our internal production error that prevents completion, or a force majeure event affecting our facility — we may cancel and offer a full refund or reprint at our discretion. Customer-initiated cancellation during production is not accepted except where required by applicable consumer law. Partial production of multi-quantity orders does not entitle cancellation of the completed portion; partial cancellation before production of remaining units may be considered for large B2B orders if requested before the batch starts and agreed in writing by our operations team.

Stage 5: Production complete, pre-dispatch

If your order is complete and packed but not yet collected by a courier, cancellation is treated as a refusal of delivery. Because the product is fully manufactured to your approved specifications, a refund is not ordinarily available. We may, at our sole discretion, offer a partial credit or dispose of the goods if you confirm you do not want them and we cannot reasonably resell them. Storage charges may apply for uncollected orders. B2B customers with standing agreements should refer to their account terms for pre-dispatch cancellation procedures.

Stage 6 and 7: After dispatch or delivery

Orders cannot be cancelled after dispatch. If you refuse delivery or fail to accept a shipment, the order is not automatically refunded. Returned shipments due to refusal may incur return courier charges and restocking is not possible for custom goods. If there is a production defect, transit damage, or incorrect shipment, refer to our Returns Policy rather than this Cancellation Policy. Change-of-mind after delivery is not grounds for cancellation or refund.

How to request cancellation

Submit cancellation requests as early as possible through our support ticket system or by emailing hello@pixerprint.com with your order number, registered email, and reason for cancellation. Include "Cancellation Request" in the subject line. We confirm receipt and communicate whether cancellation is possible at your order's current stage, the refund amount if applicable, and expected processing time. Cancellation is not effective until we send written confirmation. Verbal requests should be followed up in writing. For urgent situations during business hours, note your order number clearly so we can locate it in production queues quickly.

Refund method and timeline

Approved refunds are credited to the original payment method used for the order. Card refunds typically appear within seven to ten business days depending on your bank. UPI and wallet refunds may be faster. Corporate PO or bank transfer orders receive refunds via the original payment channel or as agreed with accounts. Refunds include GST where the underlying supply is cancelled; invoice credit notes are issued for B2B customers as required under GST law. Shipping charges are refunded only if the entire order is cancelled before dispatch and no outbound courier cost has been incurred. Partial refunds for partial cancellations are calculated pro rata for affected line items, excluding non-recoverable costs disclosed at the time of cancellation approval.

Partial cancellation of multi-item orders

Orders containing multiple products or quantities may support partial cancellation if unaffected items have not entered production. Each line item is evaluated independently based on its production status. If Item A is in production and Item B has not started, only Item B may be cancellable. Shipping may be recalculated if partial cancellation changes package weight or requires split shipments. Promotional discounts applied to the whole order may be recalculated if partial cancellation causes the order to fall below discount thresholds; we will inform you of adjusted refund amounts before processing. Bundle or kit products may not support partial cancellation if components are produced as a single manufacturing unit.

Corporate and purchase order orders

B2B customers ordering under purchase orders, credit terms, or corporate accounts may be subject to additional cancellation terms specified in their agreement or quote. Standard PO orders follow the stage-based rules in this policy unless a signed contract provides otherwise. Authorised cancellation requests for PO orders must come from the designated contact on the account. Cancellation of recurring or programme orders should be communicated before the next production cycle begins. Deposits or setup fees for custom tooling, dies, or bespoke finishing may be non-refundable regardless of stage if work has been performed. Accounts with repeated cancellations may be reviewed for credit terms adjustment.

Expedited and rush orders

Rush or express production orders enter production queues immediately upon proof approval, often within minutes. Cancellation windows for rush orders are shorter than standard orders. By selecting expedited production, you acknowledge that Stage 3 and Stage 4 transitions occur rapidly and cancellation may be unavailable sooner than standard timelines suggest. Rush fees are non-refundable once production begins. If we fail to meet a guaranteed express dispatch date due to our error, remedies are limited to refund of the express surcharge or equivalent credit, in addition to any rights under our Returns Policy for resulting delivery failures.

Payment failures and automatic cancellation

Unpaid orders are not confirmed and do not enter production. If payment fails at checkout, the order is not placed. If payment is reversed or charged back after placement, we may cancel the order and recover goods if already produced. Fraudulent transactions result in immediate cancellation and account suspension. Orders placed with invalid GSTIN or undeliverable addresses may be cancelled after we attempt to contact you to correct details.

Modifications instead of cancellation

Before proof approval, you may be able to modify quantities, paper choices, or delivery addresses without cancelling the entire order. After proof approval, modifications are limited and may require a new proof and additional charges. Artwork changes after approval restart the proof cycle and may delay production. Contact support to explore modification options before requesting full cancellation. Minor address corrections may be possible pre-dispatch if courier labels have not been generated.

Consumer rights

Nothing in this policy limits mandatory rights available to consumers under the Consumer Protection Act, 2019, including rights relating to defective goods, misleading advertisements, or unfair trade practices. E-commerce rules require clear disclosure of cancellation terms before purchase; these terms are presented at checkout and in order confirmations. If you believe a cancellation request was wrongly denied, escalate through our Grievance Officer via hello@pixerprint.com or pursue remedies available before consumer dispute redressal commissions as applicable.

Subscription and repeat orders

If you participate in repeat order programmes, subscription-style replenishment, or scheduled corporate print runs, cancellation of future cycles must be submitted before the next production window opens. Each cycle is treated as an independent order once proof approval occurs for that cycle. Cancelling a subscription or repeat programme does not retroactively cancel orders already in production or dispatched. Advance notice requirements for corporate programmes are specified in your account agreement or quote documentation. Failure to submit timely cancellation for the next cycle may result in production proceeding and standard stage-based cancellation rules applying.

Design services and third-party artwork

If PixerPrint or our design partners create artwork on your behalf, cancellation before proof approval follows standard Stage 1 and Stage 2 rules. Once you approve design proofs, design fees may be non-refundable even if print production is cancelled, because creative labour and intellectual work product have been delivered. Third-party design revisions beyond included rounds may incur charges that are non-refundable once work is performed. If you cancel after commissioning custom design but before delivery of proofs, we refund print portions not started and assess design fees for work completed to date.

Disputes and escalation

If you disagree with a cancellation decision or refund amount, reply to your support ticket requesting escalation. Senior operations staff review production logs, timestamps, and communications. We aim to resolve escalations within three business days. Unresolved consumer disputes may be referred to mediation or consumer forums as permitted under Indian law. Document retention for cancellation disputes follows our Privacy Policy retention schedule.

Pre-authorised payments and wallets

Orders paid through UPI, wallets, or card pre-authorisation follow the same stage-based cancellation rules. Refunds return to the originating instrument. Partial captures for corporate accounts are reconciled against cancelled line items on statements. Failed refund attempts due to closed accounts require alternative verification and may delay processing; contact support with updated payment details where permitted by PCI policies.

Policy transparency at checkout

Cancellation terms are disclosed before you complete payment, including stage-based refund eligibility for made-to-order print. Order confirmation emails restate your proof approval obligation and link to this policy. If you are unsure whether cancellation remains available, check your order status in your account dashboard or contact support before the proof approval deadline. We recommend reviewing proofs promptly so you can cancel without penalty if specifications are incorrect, rather than approving and later seeking cancellation after production has commenced.

Contact

For cancellation requests and refund status enquiries, contact hello@pixerprint.com with your order number. Our support team is available during business days (Monday to Saturday, excluding public holidays) and aims to respond within one business day. Refund processing occurs after cancellation approval and may take additional time depending on payment partners and banks.