How to handle a customer who cancels after materials are ordered

Cancellations hurt most when parts are already ordered. A clear policy agreed before ordering avoids a hard conversation.

Say it before you order. Tell the customer when special-order items are being bought and that they may not be returnable.
Ask for a deposit on special orders. A deposit that covers non-returnable items keeps the risk fair for both sides.
Check the supplier return terms. Find out the restocking fee and time window before you promise the customer anything.
Offer alternatives. If the material can be used on another of your jobs, say so and credit the customer where it makes sense.
Put the policy in writing. Add a short line to your quote about special-order items and cancellations.

Common questions

That depends on your written terms and local rules. Ask your attorney to review the wording before you rely on it.

General information, not legal or financial advice. Verify with your attorney or accountant.

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