Order Cancellation

This page explains how to cancel a purchase from hokasport.co.uk, including orders being prepared, dispatched, or already delivered. Please read it alongside our Terms of Sale and Returns policy. Your statutory consumer rights remain unaffected.

How to Cancel

Use the contact options published on hokasport.co.uk and clearly state that you wish to cancel. To help identify your purchase, include:

• Your order number, if available.
• The email address used at checkout.
• Whether you are cancelling the whole order or specific items.
• The relevant product names and quantities.

You do not need to give a reason for exercising a statutory cancellation right. A cancellation form may be used where provided, but it is not compulsory. Keep a copy of your message and evidence of when it was sent.

Before Dispatch

Contact us promptly so we can try to stop the parcel before it leaves. Orders may progress through preparation quickly, and stopping dispatch may not always be possible.

An inability to stop a parcel does not remove a valid statutory cancellation right. If the goods are dispatched after your notice, we will explain the appropriate return arrangements.

Our acknowledgement helps confirm how the request is being handled, but a valid statutory cancellation does not depend on discretionary approval.

After Dispatch or Delivery

For most online purchases, you can cancel from the time you place the order until 14 days after the day you receive the goods. Where items from one order arrive separately, the cancellation period generally runs from receipt of the last item.

If the parcel is already in transit, contact us rather than relying solely on refusing delivery. Refusing a parcel without communicating your decision may not clearly notify us of cancellation.

After giving cancellation notice, return the goods within a further 14 days. Request the correct return address promptly and retain proof of posting.

Product Handling and Return Costs

You may inspect goods as you reasonably would in a shop. Try footwear indoors on a clean surface and handle clothing carefully while checking its fit.

Return packaging and accessories where reasonably possible. Missing original packaging does not automatically invalidate cancellation, although a lawful deduction may apply for diminished value caused by handling beyond what is necessary to assess the product.

You pay the direct cost of a change-of-mind return only where this was disclosed before purchase, unless free returns were offered. If the required information was not provided, we bear those costs. Different arrangements apply to faulty or incorrectly supplied goods.

Refunds

For a valid cancellation of the whole order, we refund the amount paid, including the cost of our least expensive standard delivery option. Any extra amount paid for an upgraded delivery service need not be refunded.

Refunds are made without undue delay and within 14 days of cancellation notice. Unless we have offered collection, we may withhold reimbursement until we receive the goods or you provide evidence of return, whichever happens first.

Refunds use the original payment method unless you expressly agree otherwise. No cancellation or refund fee applies to a valid statutory cancellation. Your payment provider may need additional time to display the credit.

For a partial cancellation, we will explain the refund calculation, including any delivery charge adjustment required by law. We will not introduce undisclosed penalties.

Exceptions and Order Amendments

Certain products, such as genuinely personalised goods, may be excluded from the statutory change-of-mind cancellation right. Any applicable exception must be identified before purchase. Sale pricing alone does not remove cancellation rights.

Requests to change a size, colour, quantity, or delivery address are separate from cancellation. Amendments depend on order progress and stock availability. If an amendment cannot be made, you may choose to cancel where entitled and place a new order.

Faults, Delays, and Assistance

If you received faulty, damaged, incorrect, or misdescribed goods, you may have separate remedies beyond the change-of-mind cancellation period. Delivery delays may also give rise to cancellation rights. See our Returns and Shipping and Delivery pages.

For assistance, use the contact options published on hokasport.co.uk. Include your order details, but never send passwords, full card numbers, or payment verification codes.