Cancellation Policy

1. About this policy

This Cancellation Policy explains how customers can cancel an order placed on our website and what conditions apply to cancellations, returns, and refunds. It applies to purchases made directly through our online store by consumers.

2. Cancelling or changing your order (before shipment)

If you wish to cancel or change your order, contact us as soon as possible with your order number. In most cases, orders can only be cancelled or modified before they are processed or shipped; once an order is prepared for dispatch, cancellation may no longer be possible and you may need to follow our Returns & Refunds process instead.

3. Your legal right to cancel (distance selling)

If you are a consumer in the UK or EU, you may have a legal right to cancel your online purchase within 14 days from the day you receive your goods, without giving any reason, subject to certain exceptions (for example, bespoke or clearly personalised items, or goods that are likely to deteriorate quickly). To exercise this right, you must inform us of your decision to cancel within the 14‑day period using a clear statement by email or other written method.

Where you exercise your legal right to cancel, you must send the goods back within 14 days of telling us you wish to cancel. You are responsible for taking reasonable care of the items while they are in your possession and for any reduction in value resulting from handling beyond what is necessary to check the nature, characteristics, and functioning of the goods.

4. How to request a cancellation

To request cancellation:

  • Email us at contact@onyourshape.com with your name, order number, and a brief explanation (for legal 14‑day cancellation, no reason is required, but it can help us process your request).

  • Alternatively, use the contact form on our website or any cancellation form provided with your order confirmation.

We will confirm receipt of your cancellation request and let you know if the order can be stopped before shipment or should be handled as a return once delivered.

5. Refunds for cancelled orders

If you cancel before shipment and we confirm the cancellation, we will refund all payments received for that order, including standard delivery charges where required by law. Refunds are made to the original payment method as soon as reasonably possible and no later than 14 days from the day we receive your returned goods or (where applicable) proof that you have sent them back.

If you cancel under your 14‑day legal right after delivery, we may reduce your refund to reflect any loss in value resulting from unnecessary handling of the goods. Any upgraded delivery costs (for example, express shipping) may not be refundable unless required by applicable law.

6. When we may cancel your order

We may cancel an order, in whole or in part, if:

  • the product is out of stock or no longer available;

  • there is a pricing or product description error;

  • your payment cannot be authorised;

  • we suspect misuse, fraud, or breach of our terms.

If we cancel your order, we will notify you as soon as possible and will refund any amounts paid for the items affected to your original payment method.