If you’ve paid for an order but over the course of the lead time, you need to cancel, this is ok, as long as we have not started the project. However, the payment processor keeps the transaction fee (typically 2 to 4%) and Timmermade will keep 2%. Processing cancellations and refunds for orders on the list pulls me out of production work to do computer work. The 2% is kept to compensate us a little bit for this time so we at least aren’t losing as much.
Since we build each item, for each person, we generally do not accept returns of finished items. If there is a fit issue and we have a reasonable way to help out, we will. However, the “no questions asked” return policies are wasteful, mass market options that small businesses can’t adopt. We put so much effort into outlining a reliable sizing process and making ourselves available for questions about the process, that there really shouldn’t be much of a margin of error.