Q: Can I cancel an order after it is placed?
A: It depends on how much progress has been made on creating your product by that time.
If you make a cancellation request before we start the processing, we will refund the entire transferred amount. If the request cancellation request is made before the finishing sample paper is delivered, we will take a 25% cancellation fee from the transferred amount, and will return the balance.
If you see the delivered finishing sample paper and are not satisfied with it even after a correction, you can choose to suspend production as long as sculpture processing has not started. In such a case, we will take a 50% cancellation fee from the transferred amount, and will return the balance.
We cannot accept cancellations after the finishing sample paper correction is complete and after we have received approval to start engraving processing, which is the final stage of making a product.
If you decide that you do not want the product after placing an order, please do not hesitate to contact us and tell us immediately. Please also refer to the cancellation policy, here.
Q: If I receive a finishing sample paper and it is different from what I imagined, can I cancel the order?
A: We accept cancellations prior to the engraving processing onto a metal plate.
In such case, we will take a 50% cancellation fee from the transferred amount, and will return the balance. Please also refer to the cancellation policy, here.
Q: If I cancel an order after I get the finishing sample paper, why do I have to pay 50% of the product price as a cancellation fee even though the sample is just a piece of paper?
A: Since over half of the processing procedure has been completed at the time when we send a finishing sample paper, we have to ask you to pay for the processing. Even though you will only receive a sample printed on paper, by that time we would have invested a significant amount time and manpower to get to that stage. Thank you in advance for your understanding.
Q: Although I gave the OK to start engraving processing onto a metallic plate, I would like to cancel, if possible. Is this no longer possible?
A: We do not accept cancellations or change requests after customers accept the image to be processed. However, if you contact us immediately after accepting the image to be processed, it may be possible to stop further processing.
Please contact us immediately if you wish to cancel. If processing has started, unfortunately, cancellation requests cannot be accepted.
Q: I do not like the product delivered and I want to return it.
A: Our products such as Millennium Photos and Stainless Photos are custom-made, one-off products, which are created based on orders received from customers. Since they are different from mass-produced common products, we strictly do not accept any returns.
Since our products are made of metal, the finished product may give a different impression from the finishing sample printed on paper. It is possible that the final image may differ from what you expected. Please understand this point, and place your order after checking the actual sample, if possible.
If you do not like the processing of the product delivered, we can offer a discount for producing another for the same original photo in accordance with your additional instructions. The price of both products will be discounted by 25% (i.e. equivalent to a 50% discount for the duplicate product with the same size and type as the original one). However, it is not possible to return or refund initial products.
Please give us the go-ahead to continue producing your product after you are fully happy with the finishing sample paper.
Of course, if the product delivered has a clear defect or if it is different from the one you ordered, we will change it immediately.
