Cancellation Policy

This policy explains how to cancel an order or an Artisan Club membership with Jade Abacus (Jade Abacus Limited). Because almost everything we sell is made by hand to order, please get in touch as early as possible.

Cancelling an order

You can cancel a standard order within 2 hours of placing it, provided it hasn't yet entered production. After that, a maker may already have begun your piece, so we can't always stop it, but you're still covered by our Refund & Returns Policy once the order arrives.

Made-to-order & personalised items

Custom, engraved or personalised pieces are made specifically for you and cannot be cancelled once work has begun, unless the item turns out to be faulty. We'll always confirm these details with you before starting.

Artisan Club membership

The Artisan Club is a recurring membership that renews automatically at the start of each billing period using your saved payment method. You can cancel at any time, your membership and its benefits continue until the end of the period you've already paid for, and you won't be charged again. We don't provide partial refunds for the current period unless required by law.

How to cancel

To cancel an order or a membership, email contact@jadeabacus.com with your order number (or the email address on your membership) and we'll take care of it. We reply within one business day.

Refunds on cancellations

Where a cancellation is made in time, we issue a full refund to your original payment method. Refund timing follows our Refund & Returns Policy.