Cooling-off
Fourteen days to change your mind — and a wider promise after that.
Version 2 · Tuesday 14 July 2026
The promise first
Stop at any point in the season, for any reason or none, and you pay only for what has been made and sent. That promise runs all six months and never needs the law’s help — the paragraphs below are the statutory floor beneath it.
The statutory cooling-off
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 a season is a contract for the regular delivery of goods, so your 14 days run from the day the first parcel is delivered — not from the day you pay. Cancel inside them, for any reason or none, for a full refund. Telling us is enough — an email to [SUPPORT ADDRESS — P9], or the button in your account; no form, no ceremony. The refund reaches your original payment method within 14 days of your cancellation.
The honest note about bespoke parts
The same regulations let a seller of personalised goods refuse cancellation on items already made to order — and parts printed to your child’s decisions are exactly that. We do not lean on the carve-out to keep your money: if parts have already been cut when you cancel, you pay for what has been made and sent and not a penny more, inside the 14 days or after them. The carve-out exists in law; our promise stands in front of it.
Gifts
The cooling-off belongs to the giver, and for a gift the clock starts later still: 14 days from the first parcel after the family activates the season — never from the day of purchase. Better than that: an unactivated gift can be refunded to the giver in full, at any time — no 14-day clock at all until the family begins.
Counsel-passed programme (Allan, 13 July 2026).