Order Cancellation Policy

01 · Overview

Scope of this policy

This policy applies to orders placed through the online shop operated by PURE CONTRACTS LIMITED, an online retailer of building materials and refurbishment supplies.

It explains the process for cancelling an order before dispatch, exercising a statutory cancellation right after receiving eligible goods and obtaining a refund.

The rules may differ depending on the stage of the order, the type of goods purchased and whether you are purchasing as a consumer or for business purposes.

Please also read our Returns & Refunds Policy and Delivery Information.

02 · Before dispatch

Cancelling an order before dispatch

If you wish to cancel an order, please contact us as soon as possible using the contact details at the end of this policy.

Where an order has not yet entered the dispatch process, we will make reasonable efforts to stop its preparation and arrange cancellation.

If the cancellation is accepted before dispatch, we will confirm the cancellation and arrange any refund due to you.

Once an order has entered the dispatch process, it may no longer be possible to stop the delivery immediately. In that situation, we will explain the available options.

03 · After dispatch

If your order has already been dispatched

If the goods have already been dispatched, we may not be able to intercept or stop the delivery.

If you are a consumer and the purchase is eligible for statutory cancellation, dispatch does not remove your right to cancel. You may notify us of your decision within the applicable 14-day cancellation period after receiving the goods.

If the goods arrive before the return process can be arranged, please follow the instructions in our Returns & Refunds Policy.

Please do not refuse delivery solely on the assumption that this automatically completes a cancellation. Contact us so that the cancellation and return arrangements can be properly recorded.

04 · Consumer protection

Your statutory cancellation right

If you are a consumer purchasing eligible goods online, you generally have a right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For a single-item order, the cancellation period normally ends 14 days after the day on which you, or a person nominated by you (other than the carrier), receive the goods.

If an order contains multiple goods delivered separately, or goods consisting of multiple lots or pieces, the cancellation period normally runs from the day you receive the last good, lot or piece.

You can exercise this right by sending us a clear statement that you wish to cancel. You do not need to provide a reason.

05 · Making a request

How to request cancellation

You can submit a cancellation request using any of the following methods:

• Email: sales@purecontracts.services
• Telephone: +44 7921 850812
• Online: Contact us through our website.

Please include:

• Your full name.
• Your order number.
• The product or products you wish to cancel.
• A clear statement that you wish to cancel the order or purchase.

For example, you may write: “I am notifying you that I wish to cancel my order [order number].”

We will acknowledge your request and confirm whether the order can be stopped before dispatch or whether a return arrangement is needed.

06 · Refund timeframe

When will your refund be processed?

Where an order is cancelled before dispatch and the cancellation is accepted, we will arrange the refund without undue delay and within 14 days of confirming the cancellation.

For a statutory cancellation after delivery, we will refund you without undue delay and no later than 14 days after the day on which:

• We receive the returned goods; or
• You provide evidence that you have sent the goods back;

whichever happens first. We may withhold the refund until we receive the goods or evidence that they have been sent back, whichever occurs first.

Where a different statutory refund deadline applies, that legal deadline will take priority.

07 · Payment arrangements

How cancellation refunds are paid

Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree otherwise or another method is required by law.

• Debit or credit card: refunded to the card used for the original payment.
• Digital wallet: refunded through the original wallet or its supported refund process.
• Other payment methods: refunded through the relevant original payment channel where available.

We will not replace a statutory monetary refund with store credit, a voucher or a gift card unless you freely agree to that alternative.

We do not charge an administration fee for processing a statutory cancellation refund.

08 · Refund amount

Refund amounts and deductions

For an eligible statutory cancellation, we will refund the amount paid for the goods and the applicable basic outbound delivery cost where required by law.

We provide free delivery on orders placed through our online shop, so there is normally no standard outbound delivery charge to refund.

If you selected a more expensive delivery option than the least expensive standard delivery method offered, we are generally only required to refund the cost of the least expensive standard delivery option.

We may make a deduction for diminished value if goods have been handled beyond what is necessary to establish their nature, characteristics and functioning, where permitted by law.

Any deduction will be assessed on the circumstances and will not be applied automatically.

09 · Legal exceptions

When statutory cancellation rights may not apply

Certain goods are excluded from the statutory cancellation right under the Consumer Contracts Regulations, where the relevant legal conditions are met. Examples may include:

• Goods made to the consumer’s specifications or clearly personalised.
• Goods liable to deteriorate or expire rapidly.
• Sealed goods that are not suitable for return for health protection or hygiene reasons, where the seal has been broken after delivery.
• Other categories of goods specifically excluded by applicable legislation.

A product is not automatically excluded simply because it is a building material, bulky, heavy, ordered online or supplied in standard dimensions.

Where an exception applies, relevant information will be provided before the purchase where legally required.

These exceptions do not remove your rights if goods are faulty, damaged or do not conform to the contract.

10 · Goods not as expected

Faulty, damaged or incorrect goods

If goods are faulty, damaged, incorrect or not as described, this is not simply a change-of-mind cancellation.

Under the Consumer Rights Act 2015, consumers may have rights to reject non-conforming goods, request a repair or replacement, or seek a price reduction or refund, depending on the circumstances.

Consumers generally have a 30-day short-term right to reject goods that do not conform to the contract, subject to the applicable legal rules.

Please contact us with your order number, a description of the issue and photographs where available. We will review the matter and explain the appropriate next steps.

Your statutory remedies are not limited by the cancellation process described on this page.

11 · Business orders

Purchases made for business purposes

The statutory 14-day consumer cancellation right generally applies to consumers, not purchases made wholly or mainly for business purposes.

If you are purchasing on behalf of a company, contractor or other business, cancellation requests will be considered in accordance with the agreed order terms and applicable law.

Please contact us as soon as possible if you need to cancel a business order. Whether cancellation is possible may depend on whether the goods have been prepared, allocated or dispatched and the terms agreed for the transaction.

12 · Contact our team

Need to cancel an order?

Contact us as soon as possible and include your order number so that we can identify the purchase and review the current order status.

• Email: sales@purecontracts.services
• Telephone: +44 7921 850812
• Online: Contact us through our website.

If you are dissatisfied with how your cancellation request has been handled, please refer to our Complaints Policy.

13 · Legal protection

Your statutory rights

Nothing in this policy is intended to exclude, restrict or replace your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable consumer protection legislation.

If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will take precedence.