Cancellation Policy
Our Commitment
We aim to provide products and services that meet your expectations. However, we understand there may be occasions when you wish to cancel your order. This policy explains your right to cancel and how to do so.
Your Right to Cancel
Under the Consumer Credit Act and Consumer Contracts Regulations, you have the right to cancel your contract for goods within 14 days from the day after you place your order, provided the goods have not yet been dispatched.
If your order has already been dispatched or delivered, the request will instead be treated as a return and handled in accordance with our Returns Policy.
How to Cancel an Order
If your goods have not yet shipped, you can cancel your order by contacting us as soon as possible using the details below:
Email: [email protected]
Telephone: 01727 790750
Please include your order number, name, and contact information so we can locate your order quickly.
Exemptions
The right to cancel does not apply to certain goods, including:
- Goods made to your specifications or clearly personalised
- Goods liable to deteriorate or expire rapidly
- Sealed goods not suitable for return due to health protection or hygiene reasons if unsealed after delivery
- Sealed audio/video recordings or sealed computer software once unsealed after delivery
Refunds Following Cancellation
If you cancel before dispatch, any payment taken will be refunded in full within 14 days of confirmation of cancellation. Refunds are issued using the same payment method used for the original transaction.
Finance Agreements
If you used finance to fund your purchase (such as Black Horse or Newpay), and you cancel before goods are dispatched, we will notify your lender so the finance agreement can be cancelled. You also have a statutory right to withdraw from a finance agreement within 14 days of signing it.
If your cancellation request relates to the finance agreement itself — for example, your repayments, interest, or charges — you should contact your lender directly.