Cancellation, Delivery & Replacement Policy

Effective 12 September 2026. This policy applies to personalised commissions from Own Object, operated by 北杭科技有限公司 in Nanning, Guangxi, China. Contact hello@ownobject.com or use your signed-in project conversation.

Before we make your piece

A brief is a free request for human review. Your quote sets out the scope, material and finish, price and currency, included revisions, production window, delivery arrangements, and any stated tax, duty or exclusions. Review these details before accepting. Acceptance does not charge you: payment is approved separately through PayPal. Production follows your explicit approval of the current design, not payment alone.

Cancellation after production begins

Each piece is personalised for you. Once production begins, we do not accept cancellations or refunds for a change of mind. If you need to cancel before production begins, contact the studio so we can check the stage of your project and discuss your request. Do not assume that sending a message has stopped work; check our reply in your project conversation.

Damaged or lost in transit: free replacement

If your order arrives damaged or is lost in transit, we will provide a replacement at no additional charge, including replacement delivery. Contact us with your project or order reference and a description of the issue. We will review the delivery information and arrange the replacement with you.

For damage, keep the item and packaging while we help. If photographs are needed, use the signed-in private Reference library and tell us which images relate to the issue in your project conversation. Please do not send private photos, identity documents or payment details by ordinary email.

Delivery and timing

Delivery destination, shipping charges and the proposed schedule are reviewed for each quote. Design, your feedback, production and transit are separate stages. A requested gift date is not a confirmed arrival guarantee. Contact us if a shipment is delayed or has not arrived; we will check its status with you. A delay is not automatically evidence that a parcel is lost. Replacement timing is confirmed with you when the replacement is arranged.

Your rights remain protected

This policy does not limit your statutory rights, including any right to a refund for faulty or misdescribed goods, or any applicable protection under PayPal’s terms. Where applicable law requires another remedy, that remedy remains available. Contact us if the item is incorrect or does not match the agreed specification so we can review and resolve the issue.

Read our service process, frequently asked questions and privacy notice before accepting your quote and paying.