At The Reno Co, we understand that plans can change, and sometimes you may need to cancel an order after placing it. This Cancellation Policy explains when and how you can cancel an order, the circumstances in which we may cancel an order, and how cancellations are processed. It should be read together with our Terms and Conditions and our Refund and Return Policy. Our goal is to make the cancellation process as clear and fair as possible while ensuring that orders already in progress are handled appropriately.
If you wish to cancel your order, we encourage you to contact us as quickly as possible. Orders that have not yet been dispatched or processed for shipping can usually be cancelled in full, and where payment has been taken, you will receive a refund of the amount paid for the cancelled items. Because we aim to process and dispatch orders promptly, the window for cancelling before dispatch may be short, so please reach out at the earliest opportunity to give us the best chance of stopping the order before it leaves our facility.
The sooner you let us know, the more likely we are to be able to act on your request. Once an order enters our picking, packing or dispatch workflow, it becomes increasingly difficult to halt, as the goods may already be committed to a courier run. For this reason, we treat cancellation requests as a priority and action them as quickly as our processes allow.
A cancellation is only effective once we have confirmed it to you in writing. Until you receive confirmation from us, you should assume that your order is still being processed and may be dispatched. We will always send you a clear confirmation when a cancellation has been successfully actioned, along with details of any refund that applies. If you have requested a cancellation but have not received confirmation, please contact us again rather than assuming the order has been stopped, so that we can check its status and assist you appropriately.
To request a cancellation, please contact our team through our website at therenoco.net or by email at enquiries@therenoco.net. Include your order number, the items you wish to cancel, and whether you would like to cancel the entire order or only part of it. Providing this information clearly and promptly helps us action your request as quickly as possible. Our team will confirm whether the cancellation can be processed and will explain the next steps, including any refund that may apply.
Once an order has been dispatched, it can no longer be cancelled before delivery, because the goods are already in transit. If you no longer want the products after they have been dispatched, you may be able to return them in accordance with our Refund and Return Policy, subject to the eligibility conditions set out in that policy. Please note that for change-of-mind returns after dispatch, return shipping costs and any applicable restocking fees may apply, and original delivery charges may not be refundable.
Some products are made, cut, mixed or ordered specifically to your requirements. Because work on these items often begins soon after the order is placed, they may not be eligible for cancellation once production or procurement has commenced. If you need to cancel a custom or special-order product, please contact us immediately; we will let you know whether cancellation is still possible and explain any costs that may apply for work already undertaken or materials already committed. This does not affect your rights in relation to products that are faulty or not of acceptable quality.
You may request to cancel only part of an order rather than the whole order. Where a partial cancellation is possible, we will cancel the relevant items and adjust your order accordingly, refunding the amount paid for the cancelled items where payment has been taken. Please be aware that cancelling part of an order may affect any promotional pricing, bundle discounts or free-shipping thresholds that applied to the original order, and we will explain any such adjustments before finalising the cancellation.
In some circumstances, we may need to cancel an order, in whole or in part, after it has been placed. This may occur where a product is unexpectedly out of stock or discontinued; where there has been an error in the price, description or availability of a product; where we are unable to verify your payment or delivery details; where we suspect fraudulent or unauthorised activity; or where circumstances beyond our reasonable control prevent us from fulfilling the order. If we cancel an order for any of these reasons, we will notify you and provide a full refund of any amount paid for the cancelled items. We will not be liable for any other loss arising from such a cancellation beyond refunding the amount you have paid.
Where a cancellation results in a refund, the refund will be processed back to your original payment method unless otherwise agreed. We will initiate approved refunds promptly; however, the time it takes for the funds to appear in your account depends on your payment provider or financial institution and is outside our control. For cancellations made before dispatch, you will generally receive a full refund of the amount paid for the cancelled items. For cancellations involving custom or special-order products, or cancellations made after work has commenced, the refund may be reduced to reflect costs reasonably incurred, except where you are entitled to a full refund under applicable consumer law.
Because orders move quickly through our fulfilment process, the ability to cancel depends largely on how far your order has progressed at the time we receive your request. We strongly encourage you to contact us immediately if you wish to cancel. While we cannot guarantee that every cancellation request received before dispatch can be actioned in time, we will always make reasonable efforts to accommodate your request and will keep you informed of the outcome.
If you do not wish to cancel your order entirely but instead need to make a change — such as updating a delivery address, adjusting a quantity, adding an item, or swapping one product for another — please contact us as soon as possible. Whether an amendment is possible depends on how far your order has progressed. If your order has not yet been processed for dispatch, we will usually be able to accommodate reasonable changes. If it has already been dispatched, we may not be able to amend it, and a return or new order may be required instead. Our team will always explain the available options clearly.
Occasionally, a product may be available for backorder or pre-order ahead of stock arriving. If you have placed an order for such a product and wish to cancel before it is dispatched, you can generally do so for a full refund of the amount paid for that item. If estimated availability dates change significantly, we will let you know and give you the opportunity to continue waiting or to cancel the affected item for a refund. We aim to keep you informed so that you can make the decision that best suits your project timeline.
If a delivery cannot be completed because no one is available to receive it, the delivery location is inaccessible, or the order is refused at the point of delivery, the order may be returned to us. In these circumstances, additional delivery or handling charges may apply, and any refund may be reduced to reflect costs reasonably incurred in attempting delivery and processing the return. To avoid this, please ensure that someone is available to receive your order and that the delivery details you provide are accurate and complete.
In rare cases, events beyond our reasonable control — such as natural disasters, extreme weather, supply chain failures or government restrictions — may prevent us from fulfilling an order. Where this happens and we are unable to supply the products within a reasonable time, we may cancel the affected order and provide a full refund of any amount paid. We will communicate with you openly in such situations and do our best to minimise any inconvenience.
This Cancellation Policy operates in addition to your rights under applicable consumer protection laws, including the Australian Consumer Law. Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded. If a product is faulty, not of acceptable quality, or otherwise does not meet a consumer guarantee, you may be entitled to a remedy regardless of the cancellation timeframes described above. We will always honour your legal rights in full.
If you have any questions about this Cancellation Policy or need to cancel or amend an order, please contact us through our website at therenoco.net or by email at enquiries@therenoco.net. Our team is ready to help and will do everything reasonably possible to make the process simple, transparent and fair. We value your business and appreciate the opportunity to assist you with your renovation and building projects.
You need to Sign in to view this feature
This address will be removed from this list
english
