Cancellation policy

Please contact care@brooksandoaks.com as soon as possible, using “Cancellation — [order number]” as the subject. Include the account email and the items you want to cancel. You may also call our hotline. Where your account displays a Cancel order button, you can use it for an eligible unpaid or cash-on-delivery order. For a prepaid order, contact customer care even if no button is shown. We will confirm whether fulfilment can be stopped; sending a request does not by itself confirm cancellation.

We do not charge a cancellation penalty for an order we can stop before dispatch. If the whole order is cancelled before dispatch, we refund the payment collected for that order, including its delivery charge. A partial cancellation is assessed against the fulfilled portion and any applicable delivery cost disclosed before you agree. We do not impose an undisclosed penalty or deduct our gateway processing fee from a refund that must be provided in full.

Once a parcel is handed to the carrier, stopping it may no longer be possible. Contact us for instructions and refer to Returns, exchanges & refunds. Do not refuse or abandon the parcel as a substitute for notifying us. Where a statutory withdrawal right applies, dispatch does not remove it, and our internal approval is not a condition of exercising that right.

We may be unable to fulfil an order because an item is unavailable, the destination cannot be serviced, supply is restricted by law, a material listing error occurs or an order fails legitimate security checks. We will tell you the reason to the extent we can lawfully do so, offer any appropriate alternative for your agreement and refund the unfulfilled items and associated delivery charges. We do not require you to accept store credit instead of a monetary refund where money is due.

Address or product changes depend on the fulfilment stage. If we cannot amend an order, cancellation and reordering may be necessary. Approved refunds are normally initiated within 2–5 business days; the bank or payment service commonly takes a further 5–10 business days to post the credit. A shorter mandatory deadline takes priority. Read Returns, exchanges & refunds for refund methods and support.

Your statutory rights remain protected. These policies do not limit remedies that cannot lawfully be excluded under the consumer laws applicable to your purchase.