Order Cancellation
At hokasale.uk, we understand that circumstances can change after a customer places an order. You may need to correct a delivery detail, reconsider a product selection, or cancel a purchase that is no longer suitable. This Order Cancellation Policy explains how cancellation requests are handled, what to do if an order has already entered fulfilment, and how refunds and statutory cancellation rights apply to purchases made through our website.
Our online store features HOKA footwear, running shoes, trainers, walking shoes, sportswear, clothing, and related accessories for customers in the United Kingdom. We aim to handle cancellation requests clearly and fairly while complying with applicable UK consumer protection legislation.
Please read this policy carefully before submitting a cancellation request. The rules may differ depending on whether an order is still being prepared, has already been dispatched, or has been delivered.
1. Scope of This Policy
This policy applies to orders placed through hokasale.uk and explains the procedures for requesting cancellation before or after dispatch, where applicable.
It covers customer-initiated cancellation requests, orders that cannot be fulfilled, payment adjustments following cancellation, and the statutory cancellation rights that may apply to eligible online purchases.
A request to cancel an order before dispatch is different from exercising a statutory right to cancel a distance contract after delivery. The procedures and deadlines may therefore differ.
This policy should be read alongside our Terms of Sale, Returns and Refunds Policy, Payment Options Policy, and Shipping and Delivery Policy.
Nothing in this policy is intended to remove or restrict a consumer right that cannot lawfully be excluded under UK law.
2. Requesting Cancellation Before Dispatch
If you decide that you no longer want an order, please contact customer support as soon as possible.
Where an order has not yet progressed significantly through fulfilment, it may be possible to stop processing before the parcel is handed to the delivery provider.
To submit a request, use the contact options published on hokasale.uk and provide your order number, the email address associated with the purchase where appropriate, and a clear statement that you wish to cancel the order.
We will review the current order status and determine whether the requested cancellation can be completed at that stage.
Please note that submitting a request does not automatically mean that the order has been cancelled. You should wait for confirmation before assuming that the cancellation has been accepted.
If the order has already been packed or transferred to a delivery provider, we may need to explain an alternative procedure.
3. Why You May Need to Cancel an Order
Customers may request cancellation for a variety of reasons, including:
- Selecting the wrong shoe size, colour, or product variation.
- Ordering an item unintentionally.
- Entering an incorrect delivery address.
- Deciding that the product no longer meets their requirements.
- Placing duplicate orders by mistake.
- Discovering that the expected delivery arrangements are unsuitable.
- Changing their purchasing plans after checkout.
When submitting a request, please explain the reason briefly if you are comfortable doing so. This may help us understand the issue and identify the most appropriate next step.
You are not required to provide an unnecessary personal explanation for exercising a statutory cancellation right where the law does not require one.
4. Cancellation During Order Processing
An order may continue through several stages after checkout, including payment verification, product allocation, stock checks, packing, and preparation for dispatch.
If a cancellation request arrives while these activities are underway, the available options will depend on the actual status of the order.
We will make reasonable efforts to review the request promptly. However, we cannot guarantee that an order can be stopped once the fulfilment process has progressed beyond the point at which cancellation is operationally possible.
If cancellation before dispatch is no longer possible, we will explain the relevant options based on the circumstances.
Where statutory cancellation rights apply, the fact that an order has entered processing does not automatically remove those rights.
5. Cancellation After Dispatch
Once a parcel has been handed to a delivery provider, it may no longer be possible to cancel the shipment directly.
If you contact us after dispatch, we will review the order status and explain the available options. Depending on the carrier and the circumstances, it may be possible to discuss an appropriate delivery arrangement, but this cannot be guaranteed.
For eligible consumer purchases, you may still be able to exercise your statutory right to cancel the distance contract after delivery.
If the parcel arrives before your cancellation request can be completed, please follow the applicable cancellation and return instructions.
Do not assume that refusing a parcel or leaving it uncollected automatically completes a statutory cancellation or guarantees a refund. Please notify us clearly of your intention to cancel and follow the relevant procedure.
6. 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 within 14 days of receiving them, subject to statutory conditions and exceptions.
For a single item, the cancellation period generally ends 14 days after the day on which you, or a person nominated by you other than the carrier, takes physical possession of the goods.
For an order containing multiple goods delivered separately, the period generally runs from the day after physical possession of the last good is taken. Different rules may apply to regular deliveries of goods over a defined period.
To exercise this right, you must communicate your decision to cancel to us before the applicable cancellation period expires.
You do not have to provide a reason for exercising the statutory right.
The statutory cancellation period is separate from any additional voluntary returns period offered by hokasale.uk.
7. How to Notify Us of a Statutory Cancellation
To exercise your statutory cancellation right, contact us through the support options published on hokasale.uk.
Please provide enough information to identify the purchase and clearly state that you are cancelling the contract. You may include your order number, the date of purchase, and the products concerned.
You may use a clear written statement rather than a prescribed form, provided it communicates your decision to cancel.
We recommend retaining a copy of your message and any acknowledgement for your records.
Once you have notified us of your decision, you generally have a further 14 days to send the goods back, unless a different statutory rule applies.
Please follow the return instructions provided for your order and retain proof of postage or collection where available.
8. Our Voluntary 30-Day Free Returns Service
In addition to statutory cancellation rights, hokasale.uk offers 30-day free returns for eligible purchases, subject to the conditions explained in our Returns and Refunds Policy.
This voluntary service is intended to provide additional flexibility when customers need to return an eligible product.
The 30-day service is separate from the statutory 14-day cancellation period. Its starting point, eligibility conditions, and return procedures are governed by the relevant returns policy.
Customers should review that policy before sending products back, particularly if the order contains multiple items or the reason for return concerns a fault or incorrect product.
The voluntary returns service does not replace or reduce any statutory rights available under UK consumer law.
9. Refunds Following Cancellation
Where an order is validly cancelled and a refund is due, we will process the refund in accordance with the applicable contractual terms and legal requirements.
For a statutory cancellation of goods, the refund must generally be made without undue delay and no later than 14 days after we are informed of the decision to cancel. However, where the law permits, we may withhold reimbursement until the goods have been received back or you have supplied evidence of having sent them back, whichever occurs first.
Refunds will generally be made using the original payment method unless you have expressly agreed otherwise and the arrangement is lawful.
We will not normally charge a fee solely for processing a statutory refund.
The time required for the refunded amount to appear in your account may depend on the bank, card issuer, digital wallet, or payment provider involved.
10. Delivery Charges and Refunds
Where a consumer validly exercises a statutory right to cancel an eligible distance contract, the refund generally includes the cost of the least expensive standard delivery option offered at the time of purchase.
If you selected a more expensive delivery option, we are generally not required to reimburse the additional amount above the standard delivery cost.
The treatment of other delivery-related charges depends on the circumstances and applicable law.
For a voluntary change-of-mind return outside the statutory cancellation rules, the applicable arrangements are explained in our Returns and Refunds Policy.
Nothing in this section limits any entitlement to reimbursement that must be provided by law.
11. Return of Goods After Cancellation
If you exercise a statutory right to cancel a contract for goods, you generally must send the goods back or hand them over to us without undue delay and no later than 14 days after notifying us of your decision, subject to the applicable rules.
You should follow the return instructions provided for your order.
Please package the products securely to reduce the risk of damage during transit and retain evidence of the return where possible.
For statutory cancellation, consumers are generally responsible for the direct cost of returning goods unless the trader has agreed to bear that cost or has failed to provide the legally required information about return costs. Under our voluntary service, eligible returns are free in accordance with our Returns and Refunds Policy.
These rules are separate from the arrangements that apply when goods are faulty, damaged, or misdescribed.
12. Condition of Goods Returned After Cancellation
When inspecting a product, customers may handle it to establish its nature, characteristics, and functioning in a way that would ordinarily be permitted in a shop.
Under the statutory cancellation rules, a customer may be liable for diminished value resulting from handling beyond what is necessary to establish these characteristics and functioning, where the legal conditions for such liability are met.
This does not automatically remove the right to cancel.
For footwear, we recommend trying items on carefully indoors and avoiding unnecessary outdoor use if you are still deciding whether to keep them.
Where possible, retain the original packaging and any accessories supplied with the product. Packaging requirements under a voluntary returns service may differ from statutory rights, and the absence of original packaging does not automatically remove a statutory right.
If you believe a product is faulty, please tell us when contacting customer support so that the matter can be assessed under the relevant consumer protection rules.
13. Products and Contracts Excluded From Statutory Cancellation
Certain goods and contracts may be excluded from the statutory right to cancel 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, certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, and other categories specifically covered by the legislation.
The precise exception depends on the nature of the product and the circumstances.
We will not treat an item as excluded merely because it belongs to a particular general product category. The applicable statutory conditions must be satisfied.
Where a product or contract is subject to a specific cancellation exception, the relevant information should be provided as required by law.
Even where a statutory change-of-mind cancellation exception applies, other consumer rights concerning faulty or misdescribed goods may still be available.
14. Incorrect, Damaged, or Faulty Products
A customer who receives an incorrect, damaged, or faulty item should contact customer support and explain the issue.
Please provide your order number and identify the product concerned. Photographs may help us understand visible damage or a discrepancy, where appropriate.
If an item does not conform to the contract, the Consumer Rights Act 2015 may provide remedies such as the short-term right to reject, repair, replacement, a price reduction, or a final right to reject, depending on the circumstances.
These remedies are distinct from a change-of-mind cancellation.
Customers should not be required to rely solely on a voluntary returns service when a statutory remedy applies.
We will review the information available and explain the appropriate process in accordance with applicable law.
15. Duplicate Orders and Accidental Purchases
If you believe that you have submitted the same order more than once, contact us promptly and identify the relevant order numbers.
We will review the available records to determine whether separate orders were created and whether cancellation remains possible.
If a duplicate transaction is still pending, it may not necessarily represent a completed charge. The payment provider may need time to confirm the status of each transaction.
Please avoid repeatedly submitting new payments while the original transactions remain unclear.
If a duplicate order has already been dispatched, the available options may differ from those for an order that has not entered fulfilment. Any applicable statutory cancellation rights remain subject to the relevant legal conditions.
16. Changes to an Order Instead of Cancellation
In some cases, a customer may prefer to correct an order rather than cancel it completely.
Possible requests include changing a size or colour, correcting an address, adjusting a quantity, or resolving another detail entered incorrectly at checkout.
Whether a change can be made depends on the order status, stock availability, payment arrangements, and fulfilment process.
Please contact customer support as soon as possible and identify the specific correction required.
We will review the request and explain whether the change is possible. If it cannot be made, you may be able to request cancellation, subject to the applicable contractual and statutory rules.
Please wait for confirmation before assuming that a requested amendment has been completed.
17. Orders We Cannot Fulfil
In some circumstances, an order may not be capable of fulfilment. For example, a selected product may become unavailable, a material technical error may affect the order, or a payment may not be successfully completed.
If we are unable to fulfil an order, we will review the circumstances and communicate the appropriate outcome where reasonably practicable.
Where a binding contract already exists, any cancellation must comply with the contract and applicable law. We do not have an unrestricted right to cancel an accepted purchase simply because fulfilment has become inconvenient.
If the order is cancelled and a refund is due, it will be processed in accordance with the relevant requirements.
Customers may contact us if they need clarification about the status or outcome of an order.
18. Payment Authorisations and Pending Transactions
A cancellation may occur while a payment is still pending or awaiting final processing.
Depending on the payment method, the transaction may involve an authorisation that is later released, a completed payment that requires a refund, or a transaction that has not been successfully completed.
These situations are not identical, and the time required for the account balance to reflect the final outcome may vary.
If your order has been cancelled but a transaction remains visible, check whether it is marked as pending or completed before contacting your bank or payment provider.
You may also contact customer support with your order reference so that we can review the payment information available to us.
We cannot guarantee the exact time at which a bank or payment provider will release an authorisation or display a refund.
19. Orders With Multiple Products
If your purchase contains several products, you may wish to cancel the entire order or only one item.
Please identify the products concerned when contacting customer support.
Whether a partial cancellation is possible depends on the order status and fulfilment arrangements. Items may already have been allocated, packed, or dispatched separately.
Where multiple goods are delivered separately, statutory cancellation deadlines may be calculated differently from those for a single item.
If only part of an order is cancelled, any refund and delivery-cost adjustment will depend on the circumstances, the terms of the contract, and applicable law.
We will explain the relevant options once the order details have been reviewed.
20. Cancellation Requests Made by Someone Other Than the Purchaser
For privacy and security reasons, we may need to confirm that a person requesting cancellation is authorised to act in relation to the order.
If you placed an order on behalf of another person or are contacting us for someone else, please explain your relationship to the purchase and provide the relevant order information.
We may request reasonable verification before disclosing transaction details or making changes.
This process is intended to protect customers from unauthorised cancellation or interference with an order.
Any verification request will be handled in accordance with applicable privacy and data protection requirements.
21. Misuse of Cancellation Procedures
We recognise that customers may have legitimate reasons to cancel purchases and request refunds.
Cancellation requests will be assessed according to the relevant facts, contractual terms, and applicable legal requirements.
Where there is evidence of unauthorised activity, fraudulent transactions, or deliberate misuse of website functions, we may take reasonable steps to investigate and protect the relevant systems.
Such action will not remove a consumer’s statutory rights or allow us to disregard a valid cancellation request where the law requires it to be honoured.
If we need additional information to assess a request, we will explain what is required where reasonably practicable.
22. How Long Does Cancellation Take?
The time needed to process a cancellation depends on the order’s current stage.
A request submitted before fulfilment begins may be easier to action than one received after dispatch. Requests involving multiple parcels, payment verification, or a return shipment may require additional checks.
We aim to review cancellation requests promptly and communicate the outcome through an appropriate channel.
Refund processing follows the applicable contractual and statutory deadlines. The time taken by a bank or payment provider to display the funds may be separate from the time taken to initiate the refund.
If you have not received an update, contact customer support and provide your order number and the date you submitted your request.
23. Contact Us About Order Cancellation
To request cancellation or ask a question about an existing request, please use the customer support contact options published on hokasale.uk.
Include your order number, the email address associated with the purchase where appropriate, and a clear statement explaining whether you wish to cancel the entire order or a particular item.
If the order has already been dispatched, provide the tracking reference if available.
Please retain a copy of your request and any confirmation received.
Do not send full payment card details, banking passwords, card security codes, or one-time authentication codes through ordinary support messages.
We aim to review cancellation enquiries and explain the applicable process based on the order status and your legal rights.
24. Changes to This Policy
We may update this Order Cancellation Policy when our website procedures, fulfilment arrangements, or legal obligations change.
The latest version will be published on hokasale.uk.
We encourage customers to review the current policy when submitting a cancellation request, particularly if the order has already been dispatched or delivered.
An update will not automatically alter an existing purchase contract or remove a statutory right that has already arisen.
Where mandatory legal requirements apply, those requirements take precedence over any inconsistent wording in this policy.
25. Our Approach to Fair and Clear Cancellations
At hokasale.uk, we aim to make cancellation procedures understandable and to handle requests with appropriate care.
We recognise that customers may need to change their plans after checkout and that the options available can depend on the stage of fulfilment.
Our approach is to review each request according to the order information, communicate the relevant next steps, and respect the cancellation, refund, and product remedies available under UK consumer law.
Whether you need to correct an order, stop a purchase before dispatch, or exercise a statutory right after delivery, we encourage you to contact us promptly and retain the relevant order communications.
Thank you for shopping with hokasale.uk. We aim to provide clear guidance and a fair process when a cancellation becomes necessary.