1. Requesting an Order Cancellation

To request cancellation of an order, please contact our customer service team as soon as possible using the contact details provided at the end of this policy.

Your cancellation request should include:

• Your full name
• Your order number
• The email address used to place the order
• Your telephone number
• The products you wish to cancel
• A clear statement confirming that you wish to cancel the order

Providing complete information will help us locate the order and respond to your request more efficiently.

2. Cancellation Before Order Processing

If we receive your cancellation request before the order has entered processing, we will normally cancel it and begin the refund process.

An order is considered unprocessed where it has not yet been prepared, packed, assigned to a fulfilment facility, transferred to a shipping partner, or dispatched.

Where cancellation is completed successfully, you will receive confirmation by email.

3. Cancellation During Processing

Our standard order processing time is 1–3 business days. Orders may begin processing shortly after payment has been confirmed.

If an order has already entered processing, we will make reasonable efforts to stop it. However, we cannot guarantee cancellation because:

• The order may already have been sent to a fulfilment facility
• Items may already have been picked or packed
• A shipping label may already have been created
• The parcel may already have been transferred to a carrier
• The fulfilment process may not allow an individual parcel to be stopped

We will inform you whether the cancellation request was successful.

4. Cancellation After Dispatch

An order cannot normally be cancelled through the fulfilment system after it has been dispatched.

If your order has already been dispatched, you may need to:

1. Wait for the parcel to be delivered
2. Notify us that you wish to cancel the purchase
3. Request the correct return instructions
4. Return the eligible product in accordance with our Return and Refund Policy

Please do not return a product to our business contact address unless our customer service team confirms that it is the authorised return location.

5. Your 14-Day Cancellation Right

Customers purchasing eligible products online may normally notify us of their decision to cancel within 14 calendar days after receiving the order.

The cancellation period normally begins on the day after the customer, or another person nominated by the customer, receives the product.

Where products from the same order are delivered separately, the cancellation period may begin on the day after the final relevant product or parcel is received.

After notifying us of cancellation, the customer must return the eligible product without unnecessary delay and normally within 14 calendar days of giving notice. :contentReference[oaicite:1]{index=1}

6. How to Exercise Your Cancellation Right

To exercise your cancellation right, you must send us a clear statement confirming your decision to cancel.

You may contact us by email or telephone. We recommend using email so that you have a written record of your cancellation request.

The cancellation request must be sent before the applicable cancellation period expires.

You do not need to provide a reason when exercising a valid statutory cancellation right, although you may provide one voluntarily.

7. Orders That Have Already Been Delivered

If your order has already been delivered, you must contact us before returning the product.

We will provide:

• Confirmation that the return request has been received
• The correct return instructions
• The authorised return destination
• Any return reference or information that must be included

Returned products must meet the eligibility and condition requirements explained in our Return and Refund Policy.

8. Condition of Cancelled Products

Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics, appearance, fit, and basic functionality.

The product should be returned:

• With all original parts and accessories
• With its original packaging wherever reasonably possible
• With labels, straps, dust bags, instructions, and included items
• Without damage caused by misuse, neglect, or excessive handling
• Securely packaged to prevent damage during return transport

Where permitted by law, a refund may be reduced to reflect a genuine loss in value caused by handling beyond what was reasonably necessary to inspect the product.

9. Products That May Be Excluded from Cancellation

Certain products may be excluded from change-of-mind cancellation rights where an exclusion is permitted by law.

These may include:

• Products made to the customer’s specifications
• Clearly personalised or customised products
• Sealed goods unsuitable for return for health or hygiene reasons once unsealed
• Products that deteriorate or expire rapidly
• Products inseparably mixed with other goods after delivery
• Digital products or services where cancellation rights have lawfully been lost

These exclusions do not affect your statutory rights where a product is faulty, damaged, incorrectly supplied, misdescribed, or otherwise does not conform to the contract.

10. Cancellation of Part of an Order

You may request cancellation of one or more products from an order without cancelling the entire order, provided the affected items have not progressed too far through processing or dispatch.

If only part of an order is cancelled:

• The remaining products may continue to be processed and delivered
• Promotional discounts may be recalculated where their conditions are no longer met
• Delivery charges may not be refundable where they still apply to the products retained
• The refund will relate only to the eligible cancelled products and applicable charges

11. Address Changes

A request to change a delivery address is not the same as an order cancellation.

Contact us immediately if you entered an incorrect or incomplete delivery address. We will attempt to update it before dispatch, but changes cannot be guaranteed after processing has begun.

For security reasons, we may be unable to change an address where:

• The order has already been dispatched
• The replacement address is in a different country or delivery region
• The payment provider requires delivery to the verified address
• The proposed change creates a fraud or security risk

Where an address cannot be changed, we may cancel the order if cancellation remains operationally possible.

12. Changes to Products or Quantities

Once an order has been submitted, we cannot guarantee changes to the selected product, colour, design, size, quantity, or other variation.

Where the order has not entered processing, we may cancel the incorrect item so that you can place a new order.

Any replacement order will be subject to current prices, discounts, stock availability, shipping estimates, and payment authorisation.

13. Cancellation of Promotional Orders

Orders placed using a promotional code, bundle discount, gift, or minimum-spend offer may be cancelled where eligible.

Where only part of a promotional order is cancelled, the remaining order may no longer meet the promotion’s conditions. In that situation, the discount or promotional benefit may be recalculated fairly.

Refunds are based on the amount actually paid for the eligible cancelled product after discounts were applied.

14. Cancellation of Gift Orders

A gift order may be cancelled by the person who placed and paid for the order, subject to the conditions in this policy.

Refunds will normally be issued to the original payment method and not directly to the gift recipient.

We may require the purchaser’s order information before processing the cancellation.

15. Refusing Delivery

Refusing a parcel does not automatically complete a valid cancellation.

You should contact us directly to notify us of your decision to cancel and to receive the correct instructions.

A refused parcel may take additional time to return through the carrier’s network. A refund may be delayed until the parcel has been returned and identified.

Where a parcel is refused without a valid cancellation request or is returned because of customer-provided address errors, reasonable costs may be deducted where permitted by law.

16. Uncollected Deliveries

Failure to collect a parcel from a carrier, depot, neighbour, or collection point does not automatically cancel the order.

Customers are responsible for monitoring tracking updates and following reasonable collection or redelivery instructions.

If an uncollected parcel is returned to the sender, we will contact you or process the matter in accordance with our Shipping and Return policies.

17. Cancellation by Sneakers Villa

Sneakers Villa may cancel all or part of an order before fulfilment where reasonably necessary.

Reasons may include:

• The product is unavailable
• The product was damaged before dispatch
• Payment was declined, reversed, or not authorised
• The transaction fails fraud or security checks
• The delivery address is incomplete, invalid, or unsupported
• An obvious pricing or product-description error occurred
• A promotional code was used contrary to its terms
• Purchase limits were exceeded
• We reasonably suspect fraudulent, unlawful, or abusive activity
• A fulfilment or technical error prevents us from completing the order

If we cancel an order after payment has been collected, the relevant amount will be refunded to the original payment method.

18. Out-of-Stock Products

Although we aim to maintain accurate stock information, a product may occasionally become unavailable after an order is submitted.

If this happens, we may:

• Cancel and refund the unavailable product
• Contact you to offer a suitable alternative
• Dispatch the available products separately
• Cancel the entire order where appropriate

We will not send a materially different substitute without your agreement.

19. Pricing and Technical Errors

We take reasonable care to ensure that prices and product information are accurate. However, obvious pricing, discount, availability, or technical errors may occasionally occur.

If an obvious error is identified before fulfilment, we may cancel the affected order and refund the amount paid.

Where appropriate, we may contact you and offer the opportunity to place a new order using the correct information.

20. Fraudulent or Suspicious Orders

We may delay or cancel an order where we reasonably suspect fraud, unauthorised payment use, identity misuse, chargeback abuse, false information, or another security risk.

We may request additional verification before deciding whether to proceed with the order.

If the requested verification cannot be completed, the order may be cancelled and any collected payment refunded to the original payment method.

21. Cancellation Confirmation

A cancellation request is not complete until it has been reviewed and confirmed by Sneakers Villa.

We will normally send an email confirming whether:

• The full order was cancelled
• Only part of the order was cancelled
• The order could not be cancelled because it had already been dispatched
• A return must be arranged after delivery
• A refund has been initiated

Please retain the confirmation email for your records.

22. Refunds for Successfully Cancelled Orders

If an order is successfully cancelled before dispatch, the amount paid for the cancelled products will be refunded to the original payment method.

Sneakers Villa normally processes an approved cancellation refund within 7 business days.

Business days are Monday to Friday and exclude Saturdays, Sundays, UK bank holidays, and public holidays.

After the refund has been issued by Sneakers Villa, your bank, card issuer, payment provider, or digital wallet may require additional time to display the funds.

23. Refunds After Dispatch

If an order has already been dispatched, a refund will normally be processed after:

• You have notified us of cancellation
• The eligible product has been returned
• The return has been received and identified
• The product has been inspected where appropriate
• The return meets the applicable legal and policy requirements

We may withhold the refund until we receive the returned goods or acceptable evidence that they have been sent back, where permitted by law.

24. Refund Method

Refunds will normally be issued to the same payment method used for the original purchase.

This may include:

• The original debit card
• The original credit card
• Shop Pay
• Apple Pay
• Google Pay
• PayPal, where used and available
• Another Shopify-supported payment method used for the order

For security and fraud-prevention reasons, we cannot normally issue a refund to a different person, payment card, or bank account.

25. Pending Payment Authorisations

If an order is cancelled before a payment is fully captured, your payment provider may release the pending authorisation instead of displaying a separate refund.

The time required to release pending funds is controlled by your bank or payment provider.

Sneakers Villa is not responsible for delays caused solely by an external financial institution releasing an authorisation.

26. Original Delivery Charges

Where a customer validly cancels an entire eligible online order, the refund will include the least expensive standard delivery charge offered for that order where required by law.

If the customer selected an enhanced, express, premium, or more expensive delivery service, the additional amount above the standard delivery cost may not be refundable.

If only part of an order is cancelled, the original delivery charge may not be refundable where the same delivery charge would have applied to the products the customer keeps.

27. Return Shipping Costs

Customers are normally responsible for the direct cost of returning products where cancellation is based solely on a change of mind.

Sneakers Villa will cover reasonable return costs or provide an approved return method where a product is confirmed to be:

• Faulty
• Damaged on arrival
• Incorrectly supplied
• Materially different from its description

Full return-cost information is available in our Return and Refund Policy.

28. Late Cancellation Requests

A change-of-mind cancellation request submitted after the applicable 14-day period may not be accepted unless:

• A longer voluntary return period was expressly offered
• The product is faulty or does not conform to the contract
• Another statutory right applies
• Sneakers Villa agrees to accept the request as a discretionary exception

Accepting a late request on one occasion does not require us to accept similar requests in the future.

29. Faulty or Misdescribed Products

The 14-day cancellation right is separate from your legal rights relating to products that are faulty, damaged, not of satisfactory quality, not fit for purpose, or not as described.

Contact us promptly if you believe a product is defective or incorrect. Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction, or refund.

Nothing in this policy limits those statutory rights.

30. Cancellation Abuse

We reserve the right to investigate suspected misuse of the cancellation, return, refund, promotional, or payment-dispute process.

This may include:

• Submitting false cancellation or non-delivery claims
• Returning a different or substituted product
• Repeatedly ordering products for temporary use
• Failing to return products after receiving a refund
• Using unauthorised payment details
• Misusing promotions through repeated cancellations

We may refuse fraudulent claims, restrict an account, dispute an improper chargeback, or take lawful action where there is reasonable evidence of abuse.

This section does not affect legitimate consumer rights.

31. Changes to This Policy

Sneakers Villa may update this Order Cancellation Policy to reflect changes to our fulfilment procedures, Shopify services, payment providers, business operations, or applicable legal requirements.

The latest version will be published on our website. The policy applicable to an order will normally be the version in effect when the order was placed, subject to mandatory legal rights.

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