Order Cancellation Policy
Last Updated: 26 October 2026
At National Factory, cancellation conditions vary depending on the type of product ordered and the stage of order preparation or manufacturing.
1. Cancellation of Ready-Made Product Orders
Customers may cancel orders for ready-made products purchased through our website before the order has been dispatched for delivery.
No cancellation fee will apply to orders cancelled before dispatch.
To request cancellation, please contact our team and provide your order number and contact information.
2. Cancellation After Dispatch
Once an order has been dispatched for delivery, free cancellation is no longer available under National Factory's standard commercial policy.
If the customer refuses delivery without a valid reason attributable to National Factory, or cannot be contacted to complete delivery, the order will be returned to the Factory.
In such circumstances, the customer will be responsible for the 5 JOD delivery fee.
This condition does not affect customers' rights where non-acceptance results from defective products, incorrect orders, or errors attributable to National Factory.
3. Cancellation of Custom Manufacturing Orders
Custom manufacturing orders are subject to different cancellation conditions depending on the stage of production:
Before Sample Preparation: No cancellation charges will apply.
After Sample Preparation: The customer will be responsible for the cost of the sample prepared specifically for their order.
After Tooling and Production Preparation: The customer will be responsible for the costs of samples, molds, tooling, and other preparatory work completed specifically for their order.
Applicable costs will be communicated to the customer and may either be collected directly or deducted from the advance payment, depending on the costs incurred and amounts already paid.
Any remaining balance after the settlement of applicable charges will be handled according to the agreement and applicable legal requirements.
4. Cancellation After Production Has Started
Where actual production of a custom order has commenced, cancellation requests will be reviewed based on completed work, materials used, costs incurred, and the terms of the approved agreement.
Submitting a cancellation request after production has started does not automatically release the customer from financial obligations arising from work already performed.
Any financial settlement will be documented between the parties, subject to applicable law.
5. Cancellation by National Factory
If National Factory is unable to fulfill an order due to product unavailability, material shortages, or circumstances that prevent production or delivery, the customer will be contacted and informed of the available alternatives.
If no suitable alternative is agreed upon, any payments relating to products or services that have not been provided will be settled in accordance with the agreement and applicable law.
6. Contact Us
To request an order cancellation, please contact:
Email: info@nationalf.com
Phone: +962 77 713 1777