Last Updated: September 02, 2025 Applies to: United States, United Kingdom, France, Germany, Australia, Spain, Canada, Italy, Belgium, Portugal Currency: USD

At Willyxtee, timing is crucial for solid-wood furniture built and shipped by parcel or Freight/LTL. This policy explains who can cancel, when it’s possible, how to submit a request, and how refunds work. It aligns with Willyxtee’s Shipping Policy, Returns & Refunds, and Warranty pages (all amounts shown and refunded in USD).

1. The Cancellation Window

You can request cancellation within 24 hours of checkout and before an item enters production or is handed to a carrier.

• Made-to-Order/Customized Furniture: Production can begin quickly (e.g., board selection, milling, drilling, pre-fit, finishing). Once these steps start, cancellation is not available because materials and labor are committed.
• Non-Cancellable Orders: Orders that have entered production, been picked up by parcel or Freight/LTL, or (for international shipments) cleared export customs cannot be canceled.
• After 24 Hours: If the 24-hour period has passed or production is underway, you may still use the Returns & Refunds policy after delivery if the item qualifies.
• Order Changes (Address, Product, Finish): Order changes are treated like a cancel & re-order. Most changes are possible only within the same 24-hour window and before production. Later changes may be unavailable or may require covering additional costs already incurred (e.g., re-boxing, re-routing freight, re-finishing).

2. How to Cancel

• Email: Email [email protected] within 24 hours of checkout. Include the Order ID, the email or phone used at checkout, and (optional) a brief reason to help Willyxtee improve.
• Subject Line: Use: Cancel Order #[your order number] (this helps prioritize your urgent request).
• Confirmation: Willyxtee will reply by email confirming whether the order is still eligible. For account protection, Willyxtee may ask for a quick identity or address check.
• Other Methods: You may also submit a request via the contact form at the bottom of this page; however, email is the fastest method to secure the 24-hour window.

3. Refunds for Approved Cancellations

• Amount: If cancellation is approved, Willyxtee issues a full refund in USD to the original payment method.
• Currency: Refunds are processed in USD. If your bank/PayPal uses another currency, your provider applies its rate and any fees. Any difference reflects exchange rates/issuer fees, not charges from Willyxtee.
• Timing: Willyxtee initiates refunds within 7 business days of confirming cancellation. Banks/payment providers typically post funds in 3–7 business days; PayPal eCheck/bank transfer may require 5–10 business days to clear. An email confirmation is sent when the refund is initiated.
• Auth Holds: Any temporary authorization hold will be removed or converted to a refund by your bank after processing.

4. After the 24-Hour Period

After 24 hours, or once production, carrier pickup, or export customs has occurred, cancellation is not available.

• Exceptions: If a post-window exception is approved (e.g., an in-stock item still in the warehouse), Willyxtee may deduct actual costs already incurred (pick/pack, palletizing, labels, storage or re-stock handling) to keep pricing fair for all customers.
• Cancellation by Willyxtee: If Willyxtee must cancel (quality-control issue, missing components, or a fraud-prevention flag that cannot be cleared), a full refund in USD is issued and replacement/re-make options will be offered where possible.

5. Freight/LTL & Delivery Scheduling Notes

Many large furniture pieces travel by Freight/LTL. The carrier may schedule a delivery window and require a signature.

• If a cancellation request arrives after a freight pickup is booked or completed, cancellation is not available under this policy.
• Installation/White-Glove Services: Upgrade services like room-of-choice or white-glove installation often involve significant pre-arranged costs. If cancellation occurs after these enhanced services have been confirmed and scheduled with the partner, the upgraded delivery service fee may be non-refundable.
• Carrier Fees: Missed appointments, last-minute address changes, stairs/elevator access, or special services may involve carrier fees that cannot be waived once scheduled.
• Inspection Upon Delivery: Inspect boxes before signing. If damage is visible, note it on the paperwork, take photos, and contact Willyxtee within 48 hours so a claim and parts/replacements can be arranged. Keep all packaging until next steps are confirmed.

6. Your Rights & Local Law

Nothing in this policy limits mandatory consumer rights. Where local law grants additional rights (e.g., EU/UK withdrawal rights for eligible non-custom goods), those rights apply as required. If any section conflicts with a mandatory rule in your country, that rule controls and Willyxtee will comply.

7. Need Help Deciding?

Not sure about timing? Contact Willyxtee immediately—the earlier the message, the more options remain. If your order involves Freight/LTL or white-glove services, mention that so scheduling can be checked quickly. Support typically replies within 24 business hours in all covered countries.

8. Contact

• Address: 2774 W Route 22, Maineville, OH 45039
• Phone: +1 (937) 728-8214
• Email: [email protected]
• Support Time: Mon–Sun: 8:00 AM-5:00 PM EST