Cancellations and refunds

This page covers cancelling an order and getting money back. Sending something physically back to us is covered on the returns page.

Cancelling an order

You can cancel any order at no cost up until we despatch it. Tell us with your order number and we will stop it.

Once an order has left us it cannot be cancelled, because it is with the courier. At that point it becomes a return.

We may cancel an order ourselves if we cannot supply it, if the price was obviously wrong, or if we cannot verify the payment. If we do, you are refunded in full and we tell you why.

How long a refund takes

We approve refunds within 2 working days of agreeing one, and often the same day.

Your bank then takes its own time: usually 5 to 7 working days for the money to appear, and sometimes longer for a credit card statement cycle. That part is outside our control, which is why we give a range rather than a promise.

Refunds go back to the method you paid with. We cannot send one to a different card, account or UPI ID — that restriction protects you as much as us.

What is refunded

If you cancel before despatch, or if the fault was ours, you get everything back including delivery.

If you return something because you changed your mind, we refund the goods but not the delivery charge — we have already paid the courier to bring it to you.

A partly returned order is refunded in part, and your credit note shows exactly which lines were credited.

If a payment failed but you were charged

Occasionally a payment is taken and the order does not complete. That money is not ours — it sits with the payment provider and is released automatically, usually within 5 to 7 working days.

If it has been longer than that, tell us the date and the amount and we will chase it with the provider on your behalf.

Last reviewed: 29 September 2026