Refunds & Returns

Cancelling an order

You can cancel an order yourself, for a full refund, while it is still Placed or Confirmed — before the maker has begun production. Open the order and choose “Cancel & get a refund”. The refund is issued automatically to your original payment method.

Once a piece moves into production, it can no longer be cancelled instantly because work and materials have been committed. You can still request a refund (see below) and we’ll review it with the maker.

Requesting a refund after production has started

If something is wrong — your order arrives damaged, faulty, or materially different from its description — open the order and choose “Report a problem / request a refund”. This notifies our team, who will review the request together with the maker and respond, typically within 3 business days.

Approved refunds are returned to your original payment method. We may ask for photos to help assess damage or defects.

Made-to-order & custom pieces

Custom commissions and made-to-order pieces are built specifically for you and are generally not returnable once production has begun, except where the item is damaged, faulty, or not as agreed. We’ll always work with you and the maker to put things right.

How refunds are processed

• Refunds are issued to the original payment method via our payment processor (Stripe).
• Card refunds typically take 5–10 business days to appear, depending on your bank.
• When an order is refunded, the piece is returned to the maker’s available stock.
• Delivery fees are refunded for cancellations and for faulty/damaged items; for change-of-mind returns they may be retained.

Damaged in transit

If a piece is damaged in delivery, contact us within 48 hours of receipt with photos so we can arrange a repair, replacement or refund as quickly as possible.

Contact

For anything related to a refund or return, email support@baan-th.com with your order reference (e.g. BA-1A2B) and we’ll help.