Cancellation policy

1. General

Orders placed through our website or via direct purchase are processed with care and efficiency. Once an order has been confirmed, it is considered binding. However, we understand that circumstances can change and will always aim to assist wherever possible.

2. Cancellation Before Shipment

Clients may cancel their order within 24 hours of confirmation, provided the order has not yet been shipped.
To request a cancellation, please contact us immediately at laura@gancio.store with your order number and reason for cancellation. If the order has already been processed or shipped, standard return conditions will apply instead (see Return Policy).

3. Custom or Personalized Orders

Orders that are custom-made, engraved, or personalized cannot be cancelled once production has begun, as these items are made specifically for the Client.

4. Refunds

Approved cancellations will be refunded in full within 7–10 business days using the same payment method originally used for purchase. If payment processing fees or currency conversion charges apply, these may be deducted from the refund amount.

5. Force Majeure

If an order must be cancelled by GANCIO due to circumstances beyond our control (e.g. production delays, supply shortages, or transport restrictions), the Client will be notified immediately and offered either a full refund or an alternative delivery option.