Cancelling your order — your 14-day right
If you are a consumer buying online, you can cancel your order for any reason. You have 14 days from the day you receive the goods to tell us you are cancelling. If your order arrives in more than one delivery, the 14 days run from the day you receive the last item.
You can tell us by email at customerservice@instock.net, by post, or by using the cancellation form at the bottom of this page. Any clear statement that you are cancelling is enough, and you do not need to give a reason.
Once you have told us, you then have a further 14 days to send the goods back.
You can open and inspect what you bought
You are entitled to handle the goods as you would in a shop — unpack them, look at them, and check they work. Doing so does not affect your right to cancel. We may reduce your refund if the goods have been handled more than was necessary to establish their nature, characteristics and functioning, and if we do we will tell you why and by how much.
What we refund
- The full price you paid for the goods.
- The standard delivery charge you paid to receive them, if any. If you chose a faster or upgraded delivery, we refund the standard rate rather than the premium.
We refund within 14 days of receiving the goods back, or of you giving us proof that you have sent them, whichever is sooner. Refunds are made to the payment method you used.
Who pays to send it back
For a change-of-mind cancellation, you pay the cost of returning the goods. Please contact us first and we will confirm the return address and give you a returns reference, so we can match your parcel to your order and refund you faster. The reference helps us; it is not a condition of your right to cancel.
If the goods are faulty, damaged, or not what you ordered, we pay the return costs. Do not send anything back at your own expense in those cases — contact us and we will arrange collection or reimburse your postage.
If something is wrong with your order
Separately from cancelling, the Consumer Rights Act 2015 gives you 30 days from delivery to reject goods that are faulty, not as described, or not fit for purpose, and to receive a full refund. After 30 days you are entitled to a repair or replacement, and to a refund if that does not put things right.
If we send you the wrong item, we will collect it and send the correct one at our cost.
What cannot be cancelled
The 14-day cancellation right does not apply to:
- Goods made to your specification or clearly personalised.
- Goods that deteriorate quickly, such as food and flowers.
- Sealed audio or video recordings and computer software, once the seal is broken.
- Sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed.
- Goods that become inseparably mixed with other items after delivery.
None of this affects your legal rights if something we send you is faulty.
Cancellation form
You do not have to use this form, but you may. Send it to customerservice@instock.net or to our registered address.
To InStock Group Limited: I hereby give notice that I cancel my contract of sale for the following goods — [description of goods], ordered on [date] / received on [date].
Name: __________________
Address: __________________
Order number: __________________
Date: __________________
InStock Group Limited, registered in England and Wales, company number 16503428. Registered office: 1201 Vista River Gardens, Water Street, Manchester, M3 4GA.