Can my order be cancelled?

There are two separate things here and they work differently. One is whether we can stop an order before it leaves our warehouse. The other is your legal right to cancel. Losing the first does not affect the second.

Stopping an order before it leaves us

If you tell us quickly enough we will try to stop the order in the warehouse. Submit an order cancellation request through our support portal as soon as you can, with your order number on it.

We cannot promise this will work. Our warehouse dispatches quickly, often the same day or within 1 working day, and faster still on express and next-day orders. Once an order has been picked or has left us, we can no longer stop it.

If you do not want to cancel and only need the parcel sent somewhere else, do not use the cancellation form. Change the delivery address instead. It asks for the new address a line at a time so nothing is mistyped on the way to the warehouse, and submitting it does not cancel your order.

Your right to cancel

If you are buying as a consumer you have a legal right to cancel the order. It applies from the moment you place the order until 14 days after the day you receive the goods. You do not have to give a reason, and dispatch does not remove it.

You do not have to use any particular form. Any clear statement to us that you are cancelling is enough. The cancellation request form is simply the fastest way to reach us with the details we need, and it makes sure the request is logged rather than sitting in a chat window.

If the order has already been dispatched when you cancel, accept the delivery, then send the goods back to us. We will give you the returns address. You have 14 days from telling us to send them back.

Refunds

We refund to the original payment method. On a cancellation we refund within 14 days of getting the goods back, or of you showing us you have sent them, whichever is sooner.

We refund the price of the goods and the standard outbound delivery charge. Where you chose an upgraded or express service, we refund the cost of our least expensive standard option rather than the upgrade.

If you would rather have store credit we can issue that instead, but only if you ask for it. We will not substitute credit for a refund.

Return postage is yours unless the item is faulty or we sent the wrong thing.

Security testing devices

Many of the products we sell can be reprogrammed and can retain data. You are welcome to inspect one as you would in a shop, including powering it on to see that it works. Where handling has gone beyond what was needed to establish that the goods are what they should be, we may reduce the refund by the amount by which the value of the goods has been reduced. Our returns information sets out how we assess that.

In short

• Tell us as soon as you can if you want an order stopped, and we will try
• Stopping a dispatch is not guaranteed, least of all on express and next-day orders
• Dispatch does not remove your right to cancel, which runs to 14 days after you receive the goods
• Refunds go back to the original payment method unless you ask us for store credit