Cancellations and Your Right to Cancel

Last updated: 17 August 2026

This page explains when and how you can cancel an order. It sits alongside our Return & Refund Policy.

Cancelling before dispatch

You may cancel an order at any time before it is dispatched, for any reason, at no cost. Contact us with your order number as soon as possible. If the order has already been dispatched it cannot be stopped and should be handled as a return once it arrives.

Your statutory right to cancel

If you are a consumer in the United Kingdom, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel most online orders within 14 days of receiving the goods, without giving a reason. You then have a further 14 days to send the goods back to us.

To exercise this right, tell us clearly that you wish to cancel — email support@oncareful.co.uk with your order number. You do not need to use a special form.

Our 30-day returns window

In addition to your statutory rights, we accept returns of unused items in their original packaging for 30 days from the delivery date. See How to return an item for the process.

Return postage on a cancellation

Where you cancel because you have changed your mind, you are responsible for the cost of returning the goods to us. Where the item is damaged, defective or was supplied incorrectly, we cover the return cost.

Refunds after cancellation

Refunds are issued to the original payment method once the goods have been received and inspected — within 10 business days of receipt and inspection, and in any event within the statutory time limit where the Regulations apply. We do not charge restocking fees.

Items that cannot be cancelled or returned

Customised or made-to-order products, clearance or final-sale items and gift cards cannot be returned unless they arrive damaged or defective. Goods damaged through misuse, improper assembly, neglect or normal wear and tear are also excluded.

Nothing on this page affects your statutory rights under United Kingdom consumer law.