Cancellations & Refunds
Can I cancel my order after placing it?
Orders can only be cancelled before they are processed for digital delivery. Once delivery starts, cancellation is not possible. For full details, please see our Refund Policy
How do I cancel an order?
Log into your My Account dashboard and select the order you wish to cancel. Follow the cancellation link if it is available.
Can I cancel a pre-order?
Yes, pre-orders can be cancelled before the product’s release date. After release, cancellations are treated as standard digital purchases and cannot be refunded. See our Refund Policy for specifics.
When am I eligible for a refund?
Refunds are only issued for orders that have not been delivered, or for digital products that are faulty, invalid, or not as described. Full eligibility criteria are in our Refund Policy
Can I get a refund if I changed my mind?
No. Digital products are final sale once delivered. Refunds for change-of-mind are not allowed, as explained in our Refund Policy
What if I accidentally bought the wrong product?
If the order has not been delivered, you may cancel it. Once delivered, refunds are only possible for faulty or invalid products. See our Refund Policy for details.
How long does a refund take?
Refunds are usually processed within 5–10 business days depending on your payment provider. Full process details are on our Refund Policy
How will I receive my refund?
Refunds are issued to the original payment method used during checkout.
How will I know when my refund is processed?
You will receive an email confirming that your refund has been applied.
What if I haven’t received my refund yet?
Check your payment provider’s processing times. If it’s been longer than 10 business days, contact support with your order details.
Can refunds be sent to a different account?
No. Refunds can only be issued to the original payment method used at purchase for security reasons.
What if my refund is partially declined?
Partial refunds are only issued if part of the order was delivered correctly. Details are provided in the refund confirmation email.
Are high-value cancellations treated differently?
Yes. Orders over £100 may undergo security verification before a refund is processed.
Can ID verification affect refunds?
If ID verification was required for the original order, it may be checked during refund processing.
Does a refund request affect my account status?
No. Refund requests do not affect your account, but repeated abusive requests may be reviewed.
When should I contact support about cancellations or refunds?
Contact support only if you cannot cancel your order via My Account, or if your refund has not been processed within the stated timeframe
What information should I provide when contacting support?
Provide your order number and a clear reason for the cancellation or refund request.
Can support cancel or refund an order immediately?
Support can assist if cancellation is eligible or a refund is approved, but all requests follow the stated policy and processing times outlined in our Refund Policy.