Cancellation policy
All Gelome products are custom-manufactured on demand. Once an order enters production, it cannot be modified, cancelled, or redirected. Please review your order carefully before confirming your purchase.
1A. Cancellation Before Production
Cancellation requests are subject to the order’s actual fulfilment status. A request made within Gelome’s 2-hour window does not guarantee that the order can be cancelled if fulfilment has already progressed. To request a cancellation, email us immediately at:
gelomeopscs@gelome.com
Subject line: CANCELLATION REQUEST — Order ID [your order number]
If your cancellation request is approved before production begins:
• A refund will be initiated to your original payment source within 5–7 business days of cancellation confirmation.
• If your cancellation request is approved before production begins, Gelome will process the applicable refund to your original payment source. Gelome will not deduct applicable payment-gateway charges from an approved customer cancellation refund.
• Refunds are processed within 5–7 business days and may take a further 5–7 business days to reflect in your account.
⚠ The 2-hour window is a request window, not a guaranteed cancellation window. Printrove's production queue may begin immediately upon order receipt. Even within 2 hours, cancellation may not be possible if production has already commenced. Once submitted to our fulfilment partner, orders are queued for production immediately.
1B. Orders Placed on Sundays or National Holidays
Our fulfilment partner does not process orders on Sundays or gazetted national holidays. Orders placed on these days will be queued and enter production on the next business day.
⚠ The standard 2-hour cancellation request window applies from the time of order confirmation on all days. Because production does not begin on Sundays or national holidays, a cancellation request submitted within 2 hours on these days has a higher likelihood of success — but cancellation is still not guaranteed.
2. Cancellation After Production Begins
Once your order has entered production — typically within 2–4 hours of confirmation — it is non-cancellable under any circumstances. This applies regardless of reason, including:
• Change of mind
• Incorrect size / colour / design ordered
• Address error discovered after the window
• Duplicate order placed by mistake
In these cases, the order will follow its normal fulfilment and delivery lifecycle. You may refer to our Exchange, Return & Refund Policy for options available post-delivery in eligible cases.
3. Order Cancellation — Important Note
Cash on Delivery (COD) is currently not available on gelome.com. All orders must be paid at the time of purchase.
4. Cancellation by Gelome
Gelome reserves the right to cancel any order at its discretion in circumstances including but not limited to:
• Pricing errors or technical errors on the website at the time of ordering.
• Suspected fraud or unauthorised payment activity.
• Product unavailability due to supplier issues beyond our control.
• Force majeure events.
• Design file issues: If a submitted design file is below minimum print quality standards (low resolution, incorrect format, or corrupted) and cannot be corrected prior to production, Gelome reserves the right to cancel the order. If Gelome cancels after payment has been collected, the refund will be processed in accordance with the Gelome cancellation-by-Gelome provision below.
For prepaid orders: if Gelome cancels your order after payment has been collected for any of the reasons above, the full amount paid, including any payment gateway charge deducted or retained from the transaction, will be refunded to your original payment source within 5–7 business days because the cancellation was not caused by the customer.
Contact Us
For cancellation requests — email within 2 hours of order placement:
gelomeopscs@gelome.com
Working Hours: 10 AM – 7 PM, Monday to Friday (business days)
Please include your Order ID in the subject line of all communications.