Cancelation Procedure
Cancellation Letter for Goods Ordered Online or by Phone
If you wish to cancel your order taken over the phone or online, you are entitled to exercise your rights under the Consumer Contracts Regulations. Utilise the following template letter for this purpose.
Cancellation Policy for Orders Exempt from Consumer Contract Regulations:
Orders that fall under specific exemptions from Consumer Contract Regulations are not subject to the standard cancellation rights. These exemptions include, but are not limited to, bespoke or personalized items such as foam cut to size and upholstery
Communication of Exemptions:
Customers will be informed at the point of purchase or before entering into a contract if their order falls under an exemption from Consumer Contract Regulations. Clear communication regarding the nature of the exemption will be provided.
Cancellation Process for Exempt Orders:
Customers wishing to cancel an order that is exempt from Consumer Contract Regulations must contact our customer service team through the designated channel (e.g., email, phone). The cancellation request will be reviewed, and customers will be informed of the outcome.
Refund Considerations:
Refunds for exempt orders will be considered on a case-by-case basis. The extent to which a refund is applicable will depend on the nature of the product or service, the stage of fulfillment, and any applicable costs incurred by the business this includes but is not limited to loss of profit as a result of the cancelation
Cancellation Window:
Customers are advised to submit cancellation requests as soon as possible after placing the order. The cancellation window may vary based on the specific circumstances of the exempted order.
Acknowledgment of Cancellation Requests:
Upon receipt of a cancellation request, an acknowledgment will be sent to the customer, providing details of the request and specifying any additional information required for processing.
Decision and Notification:
A decision regarding the cancellation request will be made promptly. Customers will be notified of the decision, including any applicable refund amounts and the basis for the decision.
Record Keeping:
Detailed records of exempt order cancellations, decisions, and communications will be maintained for compliance and reference purposes.
Continuous Review and Update:
This policy will be periodically reviewed to ensure its effectiveness and relevance. Any necessary updates will be implemented promptly, and customers will be informed of any changes.
By acknowledging and accepting the exemptions from Consumer Contract Regulations, customers understand and agree to the terms outlined in this cancellation policy for orders falling under such exemptions.
Cancellation Policy for Business-to-Business (B2B) Transactions:
Cancellation Notification:
In the event that either party wishes to cancel or modify the agreed-upon services or order, prompt notification is required. The cancelling party should provide written notice to the other party detailing the reasons for cancellation and any relevant information.
Cancellation Fees or Penalties:
Depending on the stage of the transaction or services, cancellation may incur fees or penalties as specified in the contractual agreement. These fees are intended to cover costs incurred by the non-canceling party up to the point of cancellation.
Cancellation Timing:
The contract will specify the allowable timing for cancellation. This may include a notice period that both parties must adhere to, ensuring a fair and reasonable timeframe for adjustments or finding alternative solutions.
Alternative Arrangements:
If one party initiates a cancellation, both parties will engage in good faith discussions to explore alternative arrangements, mitigating potential business disruptions and ensuring a smooth transition.
Force Majeure Considerations:
The contract will outline provisions related to force majeure events or unforeseen circumstances that could impact the ability to fulfill the contract. In such cases, the parties will work collaboratively to find a suitable resolution.
Refund or Credit Policies:
If applicable, the contract will specify whether refunds or credits are permissible in the event of cancellation. The conditions and processes for issuing refunds or credits will be outlined.
Communication Protocols:
Effective communication channels and contacts for cancellation-related matters will be designated in the contract. Both parties commit to timely and transparent communication to address any cancellation concerns.
Record Keeping and Documentation:
Both parties agree to maintain accurate records of all communication, contractual changes, and agreements related to cancellations for auditing and reference purposes.
Dispute Resolution:
In the event of disputes arising from cancellations, the contract will specify a mutually agreed-upon dispute resolution process, which may include mediation, arbitration, or legal action as outlined in applicable laws.
This cancellation policy for B2B transactions is subject to the terms and conditions mutually agreed upon in the contractual agreement between the two businesses. It is imperative that both parties thoroughly review and understand the cancellation provisions outlined in the contract. In the absence of a specific contract our standard cancelation and refund terms and conditions apply