Cancellation Policy

This policy explains when an order can be cancelled and what happens next.

1. Cancelling before processing

You may cancel an order free of charge at any time before it moves to Processing status. Orders in New, Pending Confirmation or Confirmed status can be cancelled directly from your account, or by contacting us with your order number.

2. Cancelling after processing has begun

Once an order has been picked and packed, it can no longer be cancelled from your account. If the order has already been dispatched, please refuse the delivery or request a return once it arrives; it will then be handled under our Return and Refund Policy.

3. Refusing a Cash on Delivery order at the door

Because payment is taken on delivery, refusing an order at the door means no payment is taken and no refund is required. Please tell us if you no longer want an order, so we can avoid an unnecessary delivery attempt.

Repeatedly refusing delivery of confirmed orders may lead us to decline future Cash on Delivery orders from the same account or address.

4. Cancellations by us

We may cancel an order, in whole or in part, where:

- a product is out of stock or can no longer be supplied;
- a pricing or product description error occurred;
- we cannot verify the delivery address or contact details;
- delivery cannot be completed after reasonable attempts to reach you;
- we reasonably suspect fraud or misuse.

If we cancel an order that you have already paid for, we refund the full amount, including any delivery charge.

5. What happens to stock and discounts

When an order is cancelled, the reserved stock is returned to inventory and any discount code used on the order becomes available to you again, subject to the code's own validity and usage limits.

6. Wholesale orders

Wholesale orders are reviewed by our team before processing. A wholesale order may be cancelled before it is approved. After approval, cancellation is subject to the stage the order has reached and to any terms agreed on an accepted quotation.

7. Confirmation

Every cancellation is confirmed by email, and the reason is recorded against the order.