Order Cancellation
At hokaroadrunning.co.uk, we understand that customers may need to cancel an order because their plans have changed, they selected the wrong product, or they no longer wish to proceed with a purchase. This Order Cancellation Policy explains how cancellation requests are handled, when an order may still be stopped before dispatch, what happens if a parcel has already been sent, and how refunds are managed.
Our website offers road-running shoes, performance trainers, sportswear, clothing, and related accessories. We aim to make the cancellation process clear and straightforward while respecting the consumer rights that apply to online purchases in the United Kingdom.
This policy applies to orders placed through hokaroadrunning.co.uk and should be read alongside our Terms of Sale, Shipping and Delivery Policy, Returns and Refunds Policy, Payment Options Policy, and Privacy Policy.
Nothing in this policy is intended to exclude or restrict any statutory cancellation right or other consumer protection that cannot lawfully be excluded under UK law.
1. Requesting an Order Cancellation
If you decide that you no longer want an order, please contact us through the customer support options published on hokaroadrunning.co.uk as soon as possible.
When submitting your request, provide your order number, the email address associated with the purchase where appropriate, and a clear statement that you wish to cancel the order.
You do not generally need to provide a reason when exercising a statutory right to cancel an eligible online purchase. If you are requesting a change or cancellation outside the statutory cancellation process, additional information may help us understand your request.
We will review the order’s current status and explain the available options.
Submitting a cancellation request does not automatically confirm that the order has been cancelled. Please wait for confirmation before assuming that no further fulfilment activity will take place.
2. Cancelling Before Order Processing
If you contact us shortly after placing an order, it may still be possible to stop the purchase before preparation begins.
At this stage, the order may not yet have entered the picking, packing, or dispatch process. This can make a cancellation request easier to action, although the outcome depends on the actual status of the order.
We recommend contacting us promptly rather than waiting until the expected dispatch date.
If the cancellation is accepted, we will update the order record and arrange any refund due in accordance with the applicable payment and legal requirements.
If the order has already progressed beyond the point where it can be stopped, we will explain the next available options.
3. Cancellation During Processing
Once an order has entered processing, the products may already be allocated, checked, or prepared for shipment.
We will still review a cancellation request received during this stage, but we cannot guarantee that the order can be stopped immediately.
The available options may depend on whether the parcel has been packed, whether shipping documentation has been generated, and whether the fulfilment provider has already begun handling the shipment.
If cancellation is no longer operationally possible before dispatch, you may still have statutory cancellation rights that can be exercised after delivery, subject to the relevant legal conditions.
We will explain the appropriate procedure based on the order status and the nature of your request.
4. Cancellation After Dispatch
If an order has already been dispatched, it may no longer be possible to intercept or stop the parcel through our ordinary fulfilment process.
In this situation, customers should contact us to explain that they wish to cancel. We will provide guidance on the applicable cancellation or return procedure.
For most eligible online purchases, UK consumer law provides a statutory cancellation period that generally lasts 14 days from the day after the customer, or a person nominated by the customer other than the carrier, takes physical possession of the goods.
Customers generally have a further 14 days after notifying the trader of cancellation to return the goods, subject to the applicable statutory rules.
You do not normally need to provide a reason when exercising this right. Certain goods and contracts are subject to statutory exceptions.
Please do not assume that refusing a parcel or leaving it uncollected automatically completes a cancellation. Contact us and follow the instructions provided so that the order can be handled correctly.
5. Your Statutory Right to Cancel an Online Purchase
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers generally have a right to cancel eligible distance contracts for goods without giving a reason.
For most goods, the cancellation period generally ends 14 days after the day on which the goods come into the consumer’s physical possession, subject to the detailed statutory rules.
To exercise this right, you must clearly inform us of your decision to cancel within the applicable cancellation period. You may use the contact options published on hokaroadrunning.co.uk or another permitted method of communication.
A clear written message identifying the order and stating your decision to cancel will generally help establish when the notice was provided.
Please retain a copy of your cancellation message and any acknowledgement received.
This statutory right is separate from any voluntary returns service offered by our website. The applicable statutory deadline and conditions will take precedence where required by law.
6. Products That May Be Excluded From Statutory Cancellation
The statutory right to cancel does not apply to every type of purchase. UK consumer legislation provides exceptions for certain goods and contracts where the relevant conditions are met.
Examples may include goods made to the consumer’s specifications or clearly personalised, certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, and other categories specifically covered by the legislation.
Whether an exception applies depends on the product and the precise circumstances.
Ordinary road-running shoes, trainers, clothing, or accessories are not automatically excluded from statutory cancellation simply because they have been purchased online. Any relevant exception must be assessed according to the applicable legal requirements.
If you believe that an exception may apply to your order, please contact customer support for clarification.
Nothing in this section creates an additional exclusion beyond those permitted by law.
7. Incorrect Product or Size Selection
If you placed an order but later realised that you selected the wrong shoe size, colour, model, or quantity, please contact us as soon as possible.
If the order has not progressed too far through fulfilment, we may be able to amend it or cancel it before dispatch, depending on the circumstances.
If an amendment cannot be made, we will explain whether cancellation or a subsequent return is available.
Please do not assume that a request to change a product has been accepted until you receive confirmation.
Where you exercise a statutory cancellation right, the applicable legal rules will apply regardless of whether the original selection was accidental or intentional.
8. Changing the Delivery Address
If you entered an incorrect delivery address during checkout, contact us immediately with your order number and the correct information.
Address amendments may be possible before dispatch, but they cannot be guaranteed. Once a parcel has entered the carrier’s network, the delivery provider may control whether an address change can be accepted.
If the address cannot be amended, we will explain the available options based on the current shipment status.
Please do not submit another order solely because an address correction is uncertain. Contact us first where possible to reduce the risk of duplicate purchases.
Any cancellation, replacement order, or refund will be handled in accordance with the applicable terms and legal requirements.
9. Cancellation by hokaroadrunning.co.uk
In some circumstances, we may be unable to proceed with an order.
Possible reasons include an item becoming unavailable, a material error in the order information, a payment that cannot be authorised, or a transaction that requires verification and cannot be completed.
Where an order cannot be fulfilled, we will take appropriate steps to communicate the outcome where reasonably practicable.
If payment has been taken for an order that is cancelled and a refund is due, we will arrange the refund in accordance with the applicable legal and contractual requirements.
We will not use this section to disregard an existing binding contract or a consumer right where doing so would be unlawful.
10. Pricing or Product Information Errors
Although we aim to maintain accurate product listings and checkout information, errors may occasionally occur.
If we identify a significant error affecting an order, we will review the circumstances and the contractual position before deciding what action is appropriate.
Depending on the situation, we may need to contact the customer to explain the issue and discuss the available options.
A pricing or product information error does not automatically entitle us to cancel a binding contract in every circumstance. The legal effect depends on the facts and applicable law.
If an order is lawfully cancelled and a refund is due, the refund will be handled in accordance with the relevant requirements.
11. Refunds Following Cancellation
Where a cancellation is accepted and a refund is due, we will arrange the refund in accordance with the applicable legal and contractual requirements.
For statutory cancellations of eligible goods, the trader must generally reimburse payments received, including the cost of the least expensive standard delivery option offered where applicable. Additional costs arising from a more expensive delivery method selected by the consumer do not generally have to be reimbursed.
Refunds for statutory cancellations must generally be made without undue delay and no later than 14 days after the trader is informed of the consumer’s decision to cancel. For goods, the trader may in applicable circumstances withhold reimbursement until the goods have been received back or the consumer has supplied evidence of having sent them back, whichever occurs first.
Other cancellation situations may be subject to different contractual or legal requirements.
Where possible, refunds will be made using the original payment method unless the customer expressly agrees otherwise and the applicable rules permit it.
The time required for refunded funds to appear in an account may depend on the payment provider or financial institution.
12. Payment Authorisations and Pending Transactions
A payment authorisation or pending transaction may appear in a bank or card account before a purchase is fully completed.
If an order is cancelled while a transaction remains pending, the way the amount is released may depend on the bank, card issuer, or payment provider.
A pending authorisation is not always the same as a completed charge, and the time required for an amount to become available again may vary.
If you are unsure whether a payment was captured or merely authorised, check your payment records and contact your financial institution if necessary.
You may also contact customer support with your order reference so that we can review the transaction information available to us.
For your security, never send full payment card details, card security codes, banking passwords, or one-time authentication codes through ordinary support messages.
13. Returning Goods After Statutory Cancellation
If you exercise a statutory right to cancel after receiving your order, you must generally return the goods within 14 days after notifying us of your decision to cancel.
Please follow the return instructions provided by customer support and use an appropriate method of packaging to protect the items during transit.
You may generally handle goods to the extent necessary to establish their nature, characteristics, and functioning, as you would reasonably be permitted to do in a shop.
You may be liable for diminished value resulting from handling beyond what is necessary to establish those characteristics, where the applicable legal conditions are met.
The treatment of return postage depends on the applicable statutory rules and any more favourable return arrangement offered for the order.
Please contact us before returning an item so that we can help identify the correct process.
14. Voluntary Returns and the 30-Day Returns Service
In addition to statutory cancellation rights, hokaroadrunning.co.uk offers a voluntary 30-day free returns service for eligible purchases, subject to the conditions set out in our Returns and Refunds Policy.
This service may provide an additional option when a customer wishes to return an item after delivery.
The voluntary service and the statutory right to cancel are separate arrangements. They may have different deadlines, conditions, and procedures.
If the statutory cancellation period has expired, a return may still be available under the voluntary policy, provided the purchase meets its eligibility requirements.
Please consult the Returns and Refunds Policy for details about eligible products, the return procedure, and the handling of refunds.
Nothing in the voluntary returns service reduces any statutory remedy available for goods that are faulty or do not conform to the contract.
15. Orders Containing Multiple Items
If an order contains several products and you wish to cancel only some of them, please contact customer support and identify the specific items concerned.
Whether a partial cancellation can be completed before dispatch depends on the order’s processing stage and the fulfilment arrangements.
If the products have already been dispatched, the applicable statutory cancellation and return rules will determine the available options.
Where a purchase includes multiple goods delivered separately, the statutory cancellation period may depend on when the consumer receives the last good, the last lot, or the last piece, as specified by the applicable legislation.
If a refund is due for only part of an order, the amount will be assessed according to the items cancelled, applicable delivery charges, and relevant legal requirements.
16. Orders With Promotional Discounts
If you purchased products using a promotional code, bundle offer, or other discount, cancellation of one or more items may affect the order’s overall price calculation.
The outcome depends on the published promotion conditions, the products retained, and applicable consumer law.
Where a partial cancellation is permitted, we will review the transaction and explain how the refund is calculated.
A promotion’s terms cannot override mandatory statutory rights.
If you are unsure how cancelling part of an order may affect a discount, please contact customer support before requesting the cancellation where practical.
17. Cancellation of Gift or Third-Party Purchases
If an order was placed as a gift or is being received by someone other than the person who made the purchase, cancellation requests may need to be submitted by the purchaser or another person legally authorised to act on their behalf.
Before discussing order-specific information, we may need to verify the requester’s authority and identify the relevant transaction.
This helps protect customer privacy and prevent unauthorised changes to purchases.
If you are contacting us on behalf of the original purchaser, please explain the circumstances and provide any relevant authorisation where requested.
We will handle the enquiry in accordance with our Privacy Policy and applicable law.
18. Delivery Charges and Cancellation
The treatment of delivery charges following cancellation depends on the reason for cancellation, the stage of fulfilment, and the applicable contractual or statutory rules.
For eligible statutory cancellations, the cost of the least expensive standard delivery option offered generally forms part of the reimbursement due. Where a customer selected a more expensive delivery method, the additional cost does not generally need to be reimbursed.
If an order is cancelled before dispatch, any refund due will be assessed according to the amount paid and the applicable circumstances.
If the order has already been dispatched, return arrangements and delivery costs may be governed by the statutory cancellation rules or the voluntary returns policy, depending on the nature of the request.
We will explain the applicable procedure when handling the cancellation.
19. Delivery Delays and Cancellation Rights
If an order has not arrived within the agreed delivery period, customers should contact us to establish the current status.
Where no different period has been agreed, goods must generally be delivered without undue delay and within 30 days under applicable UK consumer law.
If the agreed or legally applicable delivery deadline is missed, a consumer may in certain circumstances give the trader an additional period for delivery and cancel if delivery does not occur within that period.
An additional period may not be required where delivery by a particular date was essential or where the trader has refused to deliver, subject to the legal conditions.
If you wish to cancel because of a delivery delay, please contact customer support and explain the circumstances. We will review the relevant order information and applicable legal requirements.
20. Cancellation Requests and Communication Records
We recommend keeping a copy of your cancellation request and any confirmation received.
Written communication can help establish when you notified us and clarify which order or products the request concerns.
Please include sufficient details to identify the purchase, but avoid sending unnecessary personal or financial information.
If you have not received an acknowledgement, check your spam or junk folder and contact us again through the published support options if necessary.
Where statutory cancellation rights apply, the timing and content of your notice will be assessed in accordance with the applicable legislation. An acknowledgement from us is useful for record-keeping but does not replace the legal requirements governing the cancellation itself.
21. Contact Us About a Cancellation
To request cancellation or ask a question about an existing cancellation, please use the contact options published on hokaroadrunning.co.uk.
When contacting us, please provide:
- Your order number.
- The email address associated with the purchase, where appropriate.
- The product or products you wish to cancel.
- A clear statement that you want to cancel the order or exercise a statutory cancellation right.
- Any relevant details about dispatch or delivery, if applicable.
Please do not send full payment card numbers, security codes, passwords, or one-time authentication codes.
We aim to review your request and explain the next steps based on the order status and applicable law.
22. Changes to This Policy
We may update this Order Cancellation Policy when our ordering procedures, fulfilment arrangements, website services, or legal obligations change.
The current version will be published on hokaroadrunning.co.uk.
The terms and legal requirements applicable to an individual purchase will depend on the circumstances and the contractual arrangements in place.
A policy update will not automatically change an existing contract or remove a statutory right that has already arisen.
Where mandatory legal requirements apply, they will take precedence over any inconsistent wording in this policy.
23. Our Approach to Fair Cancellation Handling
At hokaroadrunning.co.uk, we aim to handle cancellation requests clearly and consistently, whether a customer contacts us before dispatch or exercises a statutory right after delivery.
We recognise that customers may need flexibility when shopping online, and we aim to explain the options available without creating unnecessary uncertainty.
Our approach is based on timely communication, appropriate handling of payments and refunds, clear return instructions, and respect for UK consumer protection legislation.
We encourage customers to contact us promptly when they wish to cancel so that the relevant order status can be checked and the appropriate process identified.
Thank you for shopping with hokaroadrunning.co.uk. We aim to make order changes and cancellations as straightforward as reasonably possible while protecting the rights of our customers.